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T & C's

Instore Refunds 

  • Refunds will only be given up to 14 days from date of purchase
  • Till receipt will be required as proof of purchase

Online Refunds

 The following information outlines how and under what circumstances we issue refunds. Our refunds policy does not affect your statutory rights.

1. 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.

2. The refund will only be made in the same format as you originally paid for the item.

3. We will send you a confirmation of the refund by email.

4. We will need to confirm the purchase date with you and may need a copy of your invoice to be sent back to us.

5. 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 then 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.


Process for any livestock that dies within 48 hours

If a fish you have purchased with us perishes within the first 48 hours please contact us immediately. We will require evidence of the corpse, a seperate water sample and proof of purchase. 

This guarantee is void if advice given by us has not been followed. 

Our Guarantee

To offer unrivalled levels of customer service and knowledge covering every aspect of the Garden and pondhobbies.

We aim to provide extensive products availability and help you through each aspect of your new or existing hobby


You are returning an item within the 7 day cooling off period

By law, customers located in the European Union can return an item and withdraw from a sale within 7 days from receiving the item, if this is the case and there has been no error on our part then we will calculate any refund due based as follows:

  • 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 together and refund 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 (overseas orders) applied to orders
  • If we are asked to collect the item from you then 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

At you may still return an item 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 you request us to collect the item from you then the cost of this collection will be deducted from the refund amount.

 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.

Welcome to, we hope that you will enjoy our web site and feel free to spend as much time browsing the site as you like.

 We really appreciate every order we receive from you and hope our relationship as your premier Garden and Aquatic supplier continues for many years to come .By placing an order with us either online by fax or verbally you are accepting the following 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 web site 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 manufacturers have been out of stock of this item. We will make every possible 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. You have the right to cancel the order should the delivery estimate not be satisfactory but we cannot guarantee the arrival of such items and will not be held responsible for any circumstances resulting from a product failing to meet its estimated delivery point.

 Stock compatibility

 Whilst we try to endeavour to offer accurate and up to date information on our web site 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 V.A.T 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 will however be happy to accept payment over the phone with cards as well as cheques or postal orders. If you intend to send a cheque in for payment then we will need to allow seven working days for the cheque to clear before despatching the goods. Should the cheque clear sooner then we will despatch the items at an earlier time.


Should you wish for us to hold an item or livestock for you an agreed non-refundable deposit must be made. We will then hold your item or livestock for 7 days at which time you will be expected to have paid in full. If you are unable to collect within the 7 days we ask that payment is made in full and we can then keep your item or livestock for a further 7 days. 

All deposits are NON REFUNDABLE 

Providing Accurate Information

At Acres Supply we make every effort to ensure the information we put on our web site is accurate and up to date. However as some information is derived from third party organisations such as manufactuers and suppliers we cannot guarantee the information is accurate beyond question. We will not 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 web site 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 up hold 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 you have been provided by Acres Aquatics in the event you do you will need to contact us straight away either by emailing: by phone 01373 832591, or by writing to us at Acres Supply, Baytree Farm, Corsley Heath, Corsley, Nr, Warminster, Wilts. BA12 7PP. We will acknowledge your complaint within 2 working days and resolve it as quickly as possible.


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.

 1. 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.

2. 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.

3. 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 you 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.

4, Checking out

 Once you are certain you have got everything you need you will find ”go to check out” button once you click on your basket. Click on go to check out and then follow the on screen instruction.

5.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. For example if you isiis one of these options will place the cost of this supplement into your basket and calculate your total order value. Please be aware that some larger glass aquariums maybe subject to collect in store only.

6. Making a payment

Payment for your order is made through a facility called PayPal. This is a highly secure system run . 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.

7. Notification

You will receive email notification that your order has been received and another email once yor item 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.

8. Safe and Sound

Please remember that all of the system 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 01373832591 and we will happily guide you through.

Acres Supply Loyalty Card terms and conditions

  • Only one Loyalty card per person
  • The Loyalty card remains the property of Acres Supply Ltd 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 the 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 2 year validity.  If your account id inactive for 2 years it will be terminated.
  • You must notify us as soon as possible if your name, address, Email address changes.
  • Acres Supply Ltd 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 a transaction.  90% of a total can be paid for using points.
  • Members will be added to Acres Supply Ltd 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 be awarded for non qualified products. Points may not be awarded for products that Acres Supply Ltd choose or if other offers are made available to customers.

We may change these terms and conditions, but will seek to give you reasonable notice through the email address that you have provided us with.