Damaged or Undelivered Goods

Please check the condition of your parcel on delivery prior to signing for acceptance.

In the event that goods are missing or damaged on arrival please specify against your signature and inform us in writing, fax, or email, within 7 working days,

Please allow up to 7 days for delivery before contacting us. If goods are not received within 21 days we will offer a full refund.



For most items, you have the legal right to cancel your order within 14 days of receiving the goods. However, this does not apply to certain items such as personalised products, perishable goods or computer software which has been opened. If you wish to cancel using this right, you need to inform us (preferably via email) within 14 days starting the day after you received the goods. You must take reasonable care of the goods and make your own arrangements to return them to us within 30 days of receiving them, you will be responsible for the cost of return. We recommend that you obtain proof of postage and use an insured parcel service. It is important that you retain proof of postage.

We will not consider that you have taken reasonable care of the goods if they have been used in a way, or to an extent, beyond what would be reasonable when examining the goods in a shop before purchase.

We are happy to refund the original price any item(s) returned, including our carriage charge, provided it is in an unused, unsoiled condition in its original packaging. Refunds will be processed within 14 working days.

Please note: Personalised and Special order items.cannot be returned, cancelled or exchanged unless faulty:

This does not affect your statutory rights.

You must make your own arrangements to return goods to us.

If you wish to return an item please state your reason for return on your sales invoice, include it in your parcel and send it to

The WaterZoo

439 Lincoln Road





Faulty items

In the unfortunate event that an item is faulty please notify us by email at aquatics@waterzoo.co.uk. We will then contact you to assess the nature of the fault and if the product requires returning to us or replacement parts are to be supplied free of charge.



Goods ordered from The WaterZoo (waterzoo.co.uk) for delivery outside the UK may be subject to import duties and taxes, these will be levied once the parcel reaches its destination country. Any charges for customs must be paid by you, we have no control over these charges.