Refund policy

Changed your mind

You can cancel an online order within 14 days of receiving it, and you then have another 14 days to send it back. Food needs to come back unopened and sealed. Once a pouch has been opened we cannot resell it, so we cannot take it back unless something is wrong with it.

Return postage is yours to pay unless the item is faulty or we sent the wrong thing. We refund the price of the goods plus the standard outbound delivery charge within 14 days of the return reaching us, to the payment method you used.

Faulty, damaged or wrong item

If your order turns up damaged, or it is not what you ordered, email sales@originaquatic.com within 30 days with your order number and a photo. We will send a replacement or refund you in full, including postage, and cover the cost of sending anything back.

If a problem shows up later than that, get in touch anyway. We would rather sort it out than leave you with food your fish will not eat.

How to start a return

Email sales@originaquatic.com with your order number and what you would like to do. We will reply with the return address and anything you need to know before you post it.

Returns go to Origin Aquatic Nutrition Ltd, Unit 17 Thurnscoe Business Centre, Princess Drive, Thurnscoe, Rotherham S63 0BL, United Kingdom. Please get proof of postage, because we cannot refund a parcel that never arrives.

Your legal rights

None of this affects your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.