Shipping & Returns

At Hunter Equipment Store, we are dedicated to providing high-quality garden pond, aquarium, and irrigation products to gardening enthusiasts, pond keepers, and aquarium hobbyists worldwide. We want you to be completely satisfied with your purchase, and we offer a straightforward shipping and returns process to ensure your peace of mind.

Shipping Information

We ship globally (excluding Asia and some remote areas). Please see below for our shipping methods and timeframes:

• Order Processing Time: 1-2 business days
• Standard Shipping:
  • Carrier: DHL or FedEx
  • Cost: £12.95
  • Delivery Time: 10-15 days after dispatch
• Free Shipping:
  • Available for orders over £50
  • Carrier: EMS
  • Delivery Time: 15-25 days after dispatch

Returns & Exchanges Policy

We accept returns and exchanges within 15 days of you receiving your order. Please ensure that all returned items are in their original condition – unused, uninstalled, and in their original packaging with all tags attached.

How to Initiate a Return or Exchange

To start your return or exchange, please follow these steps:

1. Contact our customer service team at [email protected] within 15 days of receiving your order.
2. Provide your order number and details about the product you wish to return or exchange.
3. Explain the reason for the return or exchange.
4. Our team will respond with a Return Merchandise Authorization (RMA) number and instructions.
5. Package the item securely with the RMA number clearly visible on the outside.
6. Ship the package to our address (see below). Please note that shipping costs are the customer’s responsibility unless the return is due to our error.

Non-Returnable Items

For health and safety reasons, we cannot accept returns on the following products:

• Fish Feeders (due to hygiene considerations)
• Used or installed water pumps and filtration systems
• Products that have been removed from their original packaging or show signs of use
• Custom orders or specially ordered items

Refund Processing

Once we receive and inspect your returned item, we will process your refund within 3-5 business days. The refund will be issued to your original payment method:

• Credit/Debit Card (Visa, MasterCard, JCB): 5-10 business days for the refund to appear in your account.
• PayPal: 3-5 business days for the refund to process.

Please note that original shipping fees are non-refundable, and return shipping costs are the customer’s responsibility unless the return is due to our error.

Damaged or Incorrect Items

If you receive a damaged item or incorrect product, please contact us immediately at [email protected]. We will arrange for a replacement or refund and provide a prepaid shipping label for returns in these cases.

Return Shipping Address

Please ship returns to:

Hunter Equipment Store
5 Elm Grove
Portsmouth, GB PO3Y 1AX
United Kingdom

We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.