TROPICAL SUPPLIES LIMITED – 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.