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Terms & Conditions

Last updated: November 2025

Welcome to In & Out Aquatics.
By purchasing from or using our website (inandoutaquatics.co.uk), you agree to the following terms and conditions. Please read them carefully before placing an order.

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1. About us
Trading name: In & Out Aquatics
Location: Gillingham, Kent, ME7, United Kingdom
Email: info@inandoutaquatics.co.uk

We operate as a small UK-based aquatics business specialising in shrimp, aquatic plants, and accessories.

 

2. Ordering & Payment

  • Orders can be placed through our website using secure payment methods including credit/debit cards, Apple Pay, and Google Pay.

  • Payment must be received before an order is confirmed.

  • Pre-orders may be accepted for certain items; dispatch times will be clearly communicated in these cases.

 

3. Delivery

  • We currently ship within the UK only.

  • Orders are sent using Royal Mail and trusted courier services.

  • We take great care to ensure all livestock and plants are packed safely and shipped via the appropriate service.

  • Delivery times may vary depending on weather, courier schedules, and other factors beyond our control.

  • We also offer local collection by prior arrangement.

 

3A. Shop Disclaimer

Posting Days
We post Monday to Thursday only to avoid weekend delays.
When offered, free postage is sent 2nd Class, but shipping upgrades are available at checkout.

Plant Environment
All plants are kept in a clean, controlled environment and carefully inspected before dispatch.
However, because they are naturally grown, we cannot guarantee they will be 100% snail-free.
Only in vitro (tissue culture) plants are guaranteed to be free from snails, eggs, and pests.

Natural Variation
All plants, driftwood, and root pieces are natural products, meaning size, shape, and appearance may vary from the photos.

Cold & Extreme Weather Notice
In cold or extreme weather conditions, shipping may be delayed for the safety of the plants.
We may hold orders until conditions improve, and we recommend selecting 1st Class services during these periods to minimise transit risks.

Live Plant Care
Some minor melt, broken leaves, or slight colour differences may occur during postage.
This is normal, and plants usually recover quickly once placed in the aquarium.

Before Adding to Your Tank
We recommend rinsing, inspecting, and optionally soaking all plants before placing them in your aquarium — especially when keeping shrimp or molluscs.

Damaged Items (Plants Only)
If any plants arrive damaged, you must contact us within 24 hours of delivery and provide clear photos of the affected items so we can assist you quickly and fairly.

 

4. Live Arrival Guarantee (Shrimp Only)

We want every shrimp to arrive healthy and safe.

Our Live Arrival Guarantee includes:

  • Shrimp are packed in insulated, breather-safe bags with moss or sponge for comfort.

  • We guarantee live arrival when delivery is completed on the first attempt.

  • If any shrimp arrive deceased, we will refund or replace them (excluding postage).

  • Customers must contact us within 2 hours of delivery if there are losses.

  • Clear photos of the unopened bag showing deceased shrimp must be provided.

  • The guarantee applies only to orders sent by approved next-day tracked services.

  • The guarantee does not cover delays caused by courier issues, strikes, extreme weather, or customer absence.

  • This guarantee covers shrimp only – not plants, snails, or accessories.

 

5. Returns & Refunds

  • Due to the nature of live animals and aquatic plants, we do not accept returns unless the item arrives faulty or damaged.

    Customers must contact us within 48 hours of delivery with photos if an item arrives damaged (24 hours for plants — see Section 3A).

    Refunds or replacements are issued at our discretion after reviewing the evidence.

  • Postage costs are non-refundable unless the issue was caused by us.

 

6. Customer Responsibility

  • It is the customer’s responsibility to provide a suitable tank, water conditions, and acclimation process for all live animals and plants.

  • We take every care to ensure the health of our livestock before shipping, but we cannot be held responsible for losses that occur after delivery due to unsuitable conditions, poor acclimation, or water quality issues.

  • By purchasing livestock, the buyer confirms they have the knowledge and facilities to care for them properly.

 

7. Product Descriptions

  • We aim to describe and photograph all products accurately.

  • Please note that live plants and animals may vary slightly in size, colour, and shape from photos shown on the website.

  • If a product is unavailable, we may contact you to offer a suitable replacement or refund.

 

8. Intellectual Property

All text, product descriptions, images, designs, and the In & Out Aquatics logo are the property of In & Out Aquatics and may not be copied, reused, or redistributed without written permission.

 

9. Website Use

  • You may use this website for personal and lawful purposes only.

  • We reserve the right to update or change these terms at any time.

  • Continued use of the website after any changes means you accept the updated terms.

 

10. Liability

  • We are not responsible for losses or damages arising from the use or misuse of our products.

  • This includes, but is not limited to, losses caused by unsuitable water conditions, incompatible tank mates, or customer handling.

  • Our total liability is limited to the value of the product purchased.

 

11. Governing Law

These terms are governed by the laws of England and Wales. Any disputes will be handled in the UK courts.

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