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T & C's

Refunds
The following information outlines how and under what circumstances we issue refunds. Our refunds policy does not affect your statutory rights.
  • We will need you to send the item back to us and we will need to process and inspect the item before a refund can be issued. We will need to confirm the purchase date with you and may need a copy of your invoice to be sent back to us.
  • The refund will only be made in the same format as you originally paid for the item.
  • We will send you a confirmation of the refund by email.
  • Please allow up to three weeks for a refund to be processed.
 
Refunds may be issued for a number of reasons
  • You are returning an item that is damaged or defective.
  • If the item is being returned because of a problem on our part and, in accordance with our returns policy, you are entitled to a refund, we will refund the cost of the item together with any reasonable postage costs resulting from you sending the item back to us.
  • We will check all items returned to us as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.
 
Our guarantee
  • To offer excellent levels of customer service and knowledge covering every aspect of the garden and aquatic hobbies.
  • We aim to provide extensive product availability and help you through each aspect of your hobby
 
You are returning an item within the 7-day cooling off period
  • By law, customers can return an item and withdraw from a sale within seven days from receiving the item. If this is the case and there has been no error on our part, we will calculate any refund due based on the following:
  • delivery charge for that order.
  • If the item you are returning is part of a larger order then we will refund the cost of the item and any part of the delivery cost that is due.
  • We will not refund any optional special delivery charges such as Saturday delivery or express delivery (for overseas orders)
  • If we are asked to collect the item from you, we reserve the right to deduct the cost of the collection from any refund due
  • We will not refund any costs incurred by you in returning the item to us.
 
 
You are returning an item after 7 days but before 14 days
  • You may still return an item to us within 14 days and receive a refund, however, we will only refund the cost of the item and will not refund the cost of delivery or return postage.
  • If we are asked to collect the item from you, we reserve the right to deduct the cost of the collection from any refund due
 
With years’ of experience in aquatic and reptile keeping our pledge is to provide you with a professional and thorough service tailored to your needs.
 
We really appreciate every order we receive from our customers and hope our relationship with you as a premier garden and aquatic supplier continues for many years to come.
 
By placing an order with us either online or verbally, you are accepting these terms and  conditions. Please note that they do not affect your statutory rights.
 
Stock Control
We make every effort to ensure that the items placed on the website are kept in stock.
However, we cannot guarantee that at the time you place an order for an item it will be in stock. This may be as a result of increased demand during promotional phases or that our suppliers have been out of stock. We will make every effort to get the item in stock as soon as we can, but any information given with regards to due dates will only be an estimation. We cannot guarantee the arrival of items and will not be held responsible for any circumstances resulting from a product failing to meet its estimated delivery point. You have the right to cancel the order should the delivery estimate not be satisfactory.
 
Stock compatibility
Whilst we try to endeavour to offer accurate and up to date information on our website we will not be responsible for the compatibility of items within a single order or as part of subsequent orders. We respectfully request that you thoroughly check that any items you order are compatible and suitable for their intended purpose.
 
Advertised price
  • Our prices shown on our web site are inclusive of VAT but do not include any delivery charges. The cost of delivery will be clearly shown before you confirm the order.
  • We will confirm that the product prices advertised at the time you place the order are accurate (failing any obvious computer error) and that the price advertised is the price you will pay. However, we reserve the right to amend these prices in accordance with manufacturers price increases or charges in tax levels.
  • In the case of overseas orders, we also reserve the right to amend advertised delivery charges. You will notified of any change in price with your order at which point you are entitled to cancel the order or proceed to completion.
 
Payment terms
For a speedier service we prefer you to pay online with either credit or debit card. We also accept payment over the phone with debit or credit cards.
 
Providing accurate information
At Acres Supply we make every effort to ensure the information we put on our website is accurate and up-to-date. However, as some information is derived from third party organisations such as manufacturers and suppliers, we cannot guarantee the information is accurate beyond question. We will not be liable to you/or any third party for any consequential or incidental damage (including, but not limited to, loss of revenue, loss of profits, wasted expenditure, loss of privacy and loss of data) whatsoever that arise out of or are related to the use of this website and/or any information contained therein. This also applies to information offered by Acres Supply or its staff.
 
Product guarantees
Please make sure you are fully aware of the guarantee terms of products you purchase from us. Whilst we distribute such products, the guarantee is issued by the manufacturer and may contain certain stipulations or may not even carry a guarantee. We will uphold the conditions of such guarantee but will not be able to act in the case of an item out of its guarantee criteria.
 
Complaints procedure
We sincerely hope you never have cause to complain about the service provided by us. In the event that you do, please contact us straight away either by emailing info@acressupply.com by phone 01373 832591, or by writing to us at Acres Supply, Baytree Farm, Corsley, Wiltshire, BA12 7PP. We will acknowledge your complaint within two working days and resolve it as quickly as possible.
 
Order process
We appreciate every moment you spend on our site but we are also keen to make sure when placing an order takes up a little of your time as possible.
Search for your item
  • Our design team have made sure you find what you are looking for as quickly. You can search by brand by category or even just type in a key word relevant to the product you are looking for. If you still can’t find you item, please email us and we will gladly help you.
Add an item to your basket
  • Once you have found what you are looking for enter the quantity you would like to order and click add to basket. You can add as many different items to your basket as you like so feel free to continue shopping.
View your basket
  • In the top right section of our website you will see a box marked ‘your basket’. This gives you an indication of how many items you have placed in your basket. At any time you can click on the BASKET symbol and look at the items you have selected so far. You can amend your list of items at any time, so don’t worry if you have forgotten something you can always go back to the store and add more.
Checking out
  • Once you are certain you have got everything you need you will find a ”go to check out” button once you click on your basket. Click this button and then follow the on-screen instruction.
Choosing delivery options
  • The standard rate of postage for your order will be calculated for you and it may even be free of charge. There are a number of different additional options you can choose from. If you choose one of these options it will update your basket and re-calculate your total order value.
Making a payment
  • Payment for your order is made through PayPal. This is a highly secure system. Please follow all of the on-screen instructions. Payment will not be debited from your account immediately, it will be taken shortly before the item is despatched.
Notification
  • You will receive email notification that your order has been received and another email once your order has been despatched. On this second email you will see the method of delivery and any reference number that may be relevant to your order.
Safe and Sound
  • Please remember that all the systems we use are completely secure and your online safety is very important to us.
  • Should you experience any difficulty during the online ordering process please contact us on 01373 832591 and we will happily help you.
 
Acres Supply Loyalty Card terms and conditions
  • Only one Loyalty Card per person
  • The Loyalty Card remains the property of Acres Supply and must be returned on request.
  • The Loyalty Card is only available to UK residents over the age of 18 years.
  • You are responsible for the security of the Loyalty Card, Acres Supply cannot take responsibility for any loss or damage.
  • Membership of the loyalty card is personal to you. You may not share or transfer points with others.
  • The points have a two-year validity. If your account is inactive for two years it will be terminated.
  • You must notify us as soon as possible if any of your information i.e. name, address changes.
  • Acres Supply are entitled to remove points if products are returned and/or refunded unless the product is exchanged for an equal value of points.
  • Points have no value until on a transaction.
  • Current conversion value of points is 1 point = 1 penny.
  • There is a minimum spend of £5 worth of points on one transaction.
  • Points cannot be used to pay for the full total of any single transaction. 90% of a total transaction can be paid for using points.
  • Members will be added to Acres Supply mailing list. Request for removal from the mailing list may result in removal from the Loyalty Card scheme.
  • To spend points in store, present your Loyalty Card at the till. You will not be able to spend or   receive points if you fail to present your Loyalty Card.
  • Failure to use the Loyalty Card in conjunction with the terms and conditions may result in your Loyalty Card being removed from scheme.
  • Points will not be awarded for non-qualifying products. Points may or may not be awarded for products that Acres Supply choose to include in the scheme or if other offers are made available to customers.
  • We may change these terms and conditions, but we will give you reasonable notice via the email address that you have provided.