Terms & Conditions

1. General

Tropical Supplies Limited (“we”, “us” or “our”) operates a physical retail store and online shop offering a range of dry goods and live animals, including freshwater fish, marine livestock, reptiles, amphibians and invertebrates.

By placing an order with Tropical Supplies Limited, you agree to the following Terms & Conditions.

2. Products & Availability

All products and livestock are subject to availability.

  • Prices, availability and stock levels may change at any time without notice.

  • Livestock availability is subject to supply, seasonality, health and suitability for sale.

  • Our website stock levels are updated regularly. However, because livestock and products may be sold both online and through our physical store, availability may occasionally differ from that displayed online.

  • We reserve the right to withdraw livestock from sale if we have any concerns regarding its health or suitability for transport.

Livestock Sizes

All livestock sizes shown on our website are approximate estimates only.

Individual animals naturally vary in size, and the livestock supplied may therefore be slightly larger or smaller than the size stated on the product listing.

Livestock Photographs & Colouration

Livestock photographs are for illustrative purposes unless specifically stated otherwise.

Images may be photographs of the actual livestock available or representative photographs showing the species, variety or typical appearance.

Many photographs, particularly those of fish, may show mature or adult specimens displaying their full adult colouration.

Most livestock we sell is juvenile or young and may therefore not display the same intensity of colour, markings, body shape or overall appearance shown in the photographs at the time of purchase.

Colouration and appearance can develop significantly as livestock matures and will naturally vary between individual animals.

3. Available to Order

Products marked Available to Order are products that we do not currently hold in stock at our store but can normally source quickly from one of our suppliers.

Most Available to Order products arrive with us within a few days and usually no longer than a week, subject to supplier availability.

After receiving your order, we will check availability with the relevant supplier. If there are any issues, unexpected delays or changes to availability, we will contact you as soon as reasonably possible.

Occasionally an item may become unavailable from the supplier after an order has been placed. If we are unable to obtain the product within a reasonable timeframe, we will contact you to discuss the available options, which may include waiting for the item, choosing an alternative or cancelling the affected item for a refund.

Once an Available to Order product arrives with us, it will either be dispatched using your selected delivery method or made available for collection, as applicable.

4. Orders & Payment

Orders must be paid for in full before dispatch or collection unless another payment arrangement has been expressly agreed.

Placing an order does not guarantee that livestock or products will remain available where there has been a stock discrepancy, supplier availability issue or other circumstances outside our reasonable control.

If we are unable to fulfil part or all of an order, we will contact you to discuss the available options.

We reserve the right to refuse or cancel an order where reasonably necessary, including in cases of pricing errors, stock errors, suspected fraud, delivery restrictions or concerns regarding the welfare of livestock.

Where we cancel an order that has already been paid for, the relevant amount will be refunded.

5. Livestock Delivery & Dead on Arrival (DOA) Policy

We take great care when preparing and packaging livestock for transport.

In the rare event that livestock arrives deceased, you must:

  • Notify us within 1 hour of delivery; and

  • Provide clear photograph or video evidence of the deceased livestock inside the sealed bag or original sealed transport packaging.

Please do not dispose of or remove the livestock from its original sealed packaging until we have received the required evidence.

Once a valid DOA claim has been verified, we will offer either:

  • Credit to your account; or

  • Replacement livestock on a future order, subject to availability.

Our DOA policy applies to livestock that is deceased upon arrival and does not cover losses occurring after the livestock has been accepted, opened or introduced into the customer's aquarium or enclosure, except where your statutory rights provide otherwise.

6. Livestock Care & Customer Responsibility

Once livestock has been accepted and removed from its sealed bag or transport packaging, responsibility for its ongoing husbandry and care passes to the customer, subject to your statutory rights.

Customers are responsible for ensuring that appropriate conditions are available before purchasing livestock, including where applicable:

  • Suitable aquarium, pond, vivarium or enclosure size

  • Appropriate temperature

  • Suitable water parameters

  • Correct filtration and water quality

  • Appropriate heating and lighting

  • Suitable humidity

  • Appropriate diet

  • Compatibility with existing livestock

  • Correct acclimation and husbandry

We cannot accept responsibility for problems caused by unsuitable conditions, incorrect acclimation, inappropriate water parameters, incompatible livestock, incorrect temperatures or other improper husbandry after the animal has been received.

Customers should research the requirements and expected adult size of any species before purchasing.

7. Returns & Refunds – Dry Goods

Unused and unopened dry goods may be returned within 14 days of receipt, subject to your statutory cancellation rights and any applicable exclusions.

Unless an item is faulty, damaged, incorrect or we are otherwise responsible for the return, the cost of returning the item is the responsibility of the customer.

Returned goods should be appropriately packaged and returned in a condition suitable for resale where applicable.

Nothing within these Terms & Conditions affects your statutory consumer rights.

8. Faulty, Damaged or Incorrect Goods

If you receive an item that is faulty, damaged or different from what you ordered, please contact us as soon as possible.

We may request photographs or other information to help us assess the issue.

Where applicable, we will arrange an appropriate remedy in accordance with your statutory consumer rights.

9. Frozen Foods

Frozen food is carefully packed to help maintain its temperature during transport.

However, due to the nature of frozen products, we cannot guarantee that frozen food will remain completely frozen throughout transit, particularly during warm weather or unexpected courier delays.

Customers should take this into consideration before ordering frozen products for delivery.

Frozen food cannot be shipped alongside livestock and must be ordered separately where required by our delivery service.

10. Delivery

Delivery services, prices, dispatch days, minimum order values and delivery areas may vary depending on the products ordered.

Livestock is dispatched only using appropriate livestock delivery services and is subject to geographical delivery restrictions.

Dry goods may be included with eligible livestock orders; however, frozen food cannot be shipped with livestock.

Full current delivery prices, available delivery days, cut-off times and postcode exclusions can be found on our Delivery & Collection page.

Customers are responsible for providing complete and accurate delivery information when placing an order.

11. Click & Collect

Orders may be placed online for collection from our physical store where Click & Collect is available.

Livestock will normally be bagged when the customer arrives to minimise the amount of time it spends packaged.

Customers who would like their livestock prepared before arrival should contact us in advance.

We may ask for order confirmation or other reasonable proof of purchase when an order is collected.

12. Product Information

We make every reasonable effort to ensure that product descriptions, photographs, specifications and prices displayed on our website are accurate.

However, manufacturers may occasionally change packaging, specifications, colours or product designs without prior notice.

Product images should therefore be treated as illustrative where minor packaging or design changes do not materially affect the product supplied.

Obvious pricing or listing errors may be corrected, and we reserve the right to cancel an affected order and issue a refund where appropriate.

13. Contact

If you have a question regarding an order, delivery, Available to Order product, return or livestock DOA claim, please contact us through the Contact Us page on our website.

When contacting us about an existing order, please provide your order number wherever possible so that we can assist you quickly.

14. Governing Law

These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales.

Any disputes arising in connection with these Terms & Conditions shall be subject to the jurisdiction of the courts of England and Wales, subject to any rights consumers may have regarding jurisdiction under applicable law.

Nothing in these Terms & Conditions excludes or limits your statutory rights as a consumer.

15. Loyalty Rewards Programme

15.1 General & Eligibility

The Tropical Supplies Loyalty Rewards Programme is a free customer rewards scheme operated by Tropical Supplies Limited.

Customers can participate by creating a customer account on our website or signing in to an existing account.

  • Participation is free and does not require the purchase of a paid membership.

  • Loyalty points and VIP benefits are linked to the customer's registered account.

  • Customers are responsible for ensuring that they use the correct account when making eligible purchases.

  • Loyalty points have no cash value and cannot be exchanged for cash, transferred between customers or sold.

  • Points and rewards may only be used in accordance with the rules of the programme.

We reserve the right to verify account information and investigate suspected misuse of the programme.

15.2 Earning Loyalty Points

Customers earn loyalty points on eligible purchases at the rate applicable to their current VIP tier.

Points are calculated on the eligible product price excluding VAT, with points awarded for each complete £1 of eligible spending.

The programme currently offers the following earning rates:

  • Bronze: 10 points per £1 of eligible spending.

  • Silver: 15 points per £1 of eligible spending.

  • Gold: 20 points per £1 of eligible spending.

  • Platinum: 30 points per £1 of eligible spending.

Delivery charges, gift cards, refunded amounts and other excluded transactions do not qualify for points unless expressly stated otherwise.

Points may take time to appear in a customer account while transactions are processed or verified.

Tropical Supplies Limited reserves the right to correct points awarded in error, including points resulting from technical faults, duplicate transactions or incorrect purchase calculations.

15.3 VIP Tiers & Annual Qualifying Spend

VIP tiers are determined by the customer's total eligible spending during the calendar year, rather than by the number of loyalty points accumulated.

The current VIP tiers are:

  • Bronze: £0 or more annual eligible spending.

  • Silver: £1,000 or more annual eligible spending.

  • Gold: £2,000 or more annual eligible spending.

  • Platinum: £5,000 or more annual eligible spending.

The qualifying period runs from 1 January to 31 December each year.

On 1 January, annual qualifying spending resets to zero and customers return to Bronze status until they qualify for a higher tier again.

Previously accumulated loyalty points do not reset or expire as part of this annual process.

Refunded or cancelled purchases may result in adjustments to annual qualifying spending and the customer's VIP status.

15.4 VIP Milestone Bonus Points

Customers may receive additional bonus points when they qualify for higher VIP tiers.

The current milestone bonuses are:

  • Silver: 5,000 bonus points.

  • Gold: 10,000 bonus points.

  • Platinum: 50,000 bonus points.

Milestone bonuses are one-time awards for reaching the relevant tier, subject to the programme's eligibility rules and settings.

Bonus points are not awarded simply for holding a tier or remaining within it.

Tropical Supplies Limited reserves the right to correct or reverse bonus points awarded incorrectly, including where qualifying purchases are subsequently refunded or cancelled.

15.5 Redeeming Loyalty Points

Accumulated loyalty points can be exchanged for rewards to use towards eligible purchases.

The current redemption value is 1,000 loyalty points = £1 in rewards.

To redeem points online, customers must sign in to their account, open the rewards section of their shopping cart, select an available voucher and apply the generated discount code at checkout.

Reward vouchers are subject to any applicable minimum redemption amounts, product restrictions, discount combination rules and other conditions displayed when the voucher is generated.

Loyalty points cannot be exchanged for cash, withdrawn, refunded as money or used to obtain cash change.

Points used to generate a reward may be deducted from the customer's balance in accordance with the programme's redemption process.

15.6 Points Expiry & Account Management

Loyalty points do not currently expire.

Points remain linked to the customer's registered account, including when their annual VIP tier resets.

Customers can view their points balance, VIP status and available rewards through the relevant account and rewards features on our website.

Customers are responsible for keeping their account details accurate and maintaining the security of their login information.

Where an account is closed, suspended for misuse or otherwise becomes ineligible, the treatment of any remaining points will be determined in accordance with applicable law and the circumstances of the account closure.

15.7 Apple Wallet & Google Wallet

Where supported, customers can add their Tropical Supplies loyalty card to Apple Wallet or Google Wallet through their customer account.

Digital wallet passes are provided for convenience and do not create a separate loyalty account or additional entitlement to points.

The availability and functionality of wallet passes may depend on the customer's device, operating system and third-party wallet services.

Customers remain responsible for signing into the correct Tropical Supplies account to manage their rewards.

15.8 Returns, Refunds & Cancelled Orders

Where an eligible purchase is refunded, cancelled or otherwise reversed, any loyalty points earned from that purchase may be deducted or adjusted accordingly.

Any qualifying VIP spending associated with the affected purchase may also be adjusted.

Where points have already been redeemed or bonus points have been awarded in connection with a subsequently refunded transaction, we reserve the right to make reasonable corrections to the customer's points balance or rewards entitlement.

Any refund for a purchase made using a loyalty reward will be processed in accordance with the applicable refund rules and the customer's statutory rights.

Nothing in this section affects the customer's statutory consumer rights.

15.9 Existing Paper Loyalty Cards – Transitional Exchange

Our previous paper loyalty card scheme is being replaced by the new digital Loyalty Rewards Programme.

To help existing customers transition, Tropical Supplies Limited will exchange valid stamps on existing Tropical Supplies paper loyalty cards for digital loyalty points.

Each valid paper loyalty card stamp is worth 2,500 loyalty points.

Customers must bring their existing paper loyalty card into our physical store for verification and exchange. They must also have a Tropical Supplies customer account so the points can be credited.

Each stamp may only be exchanged once. Paper cards or stamps that have already been exchanged cannot be reused.

We reserve the right to reject cards that appear altered, duplicated, fraudulent or otherwise invalid.

This transitional exchange offer is available until 1 January 2027. Paper loyalty cards presented after this deadline will no longer qualify for conversion under this offer.

The paper loyalty card exchange is a temporary transitional arrangement and does not change the standard earning rates of the digital Loyalty Rewards Programme.

15.10 Optional Paid Memberships

Tropical Supplies Limited also offers optional paid Supporter and Champion memberships.

These memberships are separate from the free Loyalty Rewards Programme and are not required to earn points, redeem rewards or progress through VIP tiers.

The current membership prices are £4.99 per month for Supporter and £9.99 per month for Champion.

Paid memberships are subject to their own applicable subscription terms, benefits, payment arrangements and cancellation conditions.

Purchasing a paid membership does not automatically change a customer's VIP tier or entitle them to additional loyalty points unless expressly stated as part of a specific membership benefit.

15.11 Programme Changes, Errors & Misuse

Tropical Supplies Limited may amend the Loyalty Rewards Programme, including earning rates, VIP thresholds, milestone bonuses, redemption values and eligible purchases.

Where a change materially affects customers' existing rewards or benefits, we will provide reasonable notice where practicable and comply with applicable consumer law.

We reserve the right to correct technical or administrative errors, investigate suspected fraudulent activity and suspend participation where there are reasonable grounds to believe the programme is being misused.

Any action taken will be reasonable and proportionate to the circumstances.

We will not unfairly remove validly earned rewards or retrospectively change existing entitlements in a manner that breaches applicable consumer law.

15.12 Contact & Further Information

Customers can find further information about earning points, VIP tiers, wallet passes and redeeming rewards on our Loyalty Rewards page:

https://tropical-supplies.co.uk/pages/loyalty-points

For questions about loyalty points, account balances, missing rewards or paper loyalty card exchanges, please contact Tropical Supplies Limited through the Contact Us page on our website.

Nothing in these Loyalty Rewards Terms & Conditions excludes or limits any statutory consumer rights.