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Service

Delivery Information

The cost of delivery is based on speed, weight and destination of the consignment as well as the value of the order and the amount of packaging.

Competitive prices and a fair delivery charge are a rare combination that is hard to beat.

Standard Delivery: Royal Mail 2nd Class Signed for

Express Delivery: Royal Mail 1st Class Signed for, with Insurance for items with a value over £10.00. Items with a value of less than £10.00 are usually sent but standard 1st Class Mail.

Next Working Day: Delivered by Royal Mail Special Delivery Courier for next working day delivery.

Expedited Service Jump to the head of the queue in our shipping department and get same day guaranteed dispatch with next day delivery.

No matter what service you choose we aim to ship all order as soon as possible subject to payment authorization.

UK Delivery Options

Standard Delivery: The most economical way to ship your order using Royal Mail Second Class Post; typically your order should be received within 2-3 working days, but this is not a guaranteed service.

Express Delivery: Using Royal Mail First Class Signed for Service. You will typically receive your order in 1-2 days, but this is not a guaranteed service.

Next Working Day –This shipping method guarantees shipment for next working day delivery (notwithstanding failure to deliver by the delivery agent). This service is available for UK mainland only, in some areas like the Scottish Highlands it may take longer for your parcel to arrive.

Expedited Service Your order will receive priority over other orders and we will guarantee dispatch for next day delivery on all orders received before 2:30pm (subject to payment authorization). Please call us after 2:30pm on 01342 347277 to confirm if it is still possible to ship using our Expedited Service, often we can still ship next day up until 4:30pm .

The cheapest delivery cost is displayed as part of the product description. With a final cost of delivery calculated at check out.

As value, weight and destination of the consignment is known a fair price is offered, rather than imposing a sloppy ‘one price fits all’ or hidden handling charges. This offers you, the customer, more choice and better value as we can keep our prices very competitive.

Orders placed before 2.30pm using next day delivery during the week are normally dispatched the same day, subject to holidays etc.

Estimated transit times are given at checkout but are never guaranteed. We make every effort to deliver goods within the estimated timescales, however delays are occasionally inevitable and beyond our control.

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Stock Availability

Do not be fooled. Many of our competitors have a 28 day delivery clause in their small print. We don’t!

Everything that you see on our site is in stock and ready to ship. Multiple items being ordered however, may exceed our available stock.. If this happens you will be notified by phone or email with an expected delivery time or alternative colour choice etc. If you wish to cancel you order at this point your card will be refunded immediately.

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Returns and Refunds Policy

We offer a ‘no-worry, no-quibble’ 28 day money back guarantee on all purchases. This allows you ample time to inspect the goods and check their suitability, just as you would in our shop but in the comfort of your own home!

If the goods have already been despatched by us, we ask that you return the goods, unused and complete with the original packaging. Please note: We are unfortunately unable to accept ANY returns for products that have been used or tried in water.

Non-collection from depot or non-acceptance of goods, will be deemed a cancellation. Return postage will be charged at same rate as the original outbound delivery in the case of Royal Mail or the published carriage and forward carriage charges in the case of an alternative carrier, this will be substantially more than the original outbound cost. These charges are beyond our control and can be verified at the carrier’s web site. Couriers return the goods to us after 4 days, so your prompt attention is required.

Please note that you are responsible for all return carrier costs in the event of a cancellation. If goods need to be returned, Royal Mail Signed for is the preferred method. We do not operate a Home Collection service, but you are free to make your own arrangements at your own expense.

Items valued at over £50 must be returned to us with a trackable shipping service. If the order is valued at £60 or more, insure the shipment for the value of the merchandise and ship your return with a signature shipping service. For items below £60, we suggest Royal Mail “signed-for” service.

Note: If a package doesn’t arrive back to us and you don’t use a trackable method to return or if you refuse the shipment as a method of return, we may not be able to cover you under our Return Policy.

Please notify us promptly (within 3 days) if goods do not arrive within the timescale stated at checkout.

Please notify within 24 hours of receipt if any goods have been damaged in transit. Photographic evidence maybe required. Claims beyond the 24 hour period will not be considered.

International Customers: Please note that all carriage and customs duties are non-refundable and you are responsible for return carrier costs. We will refund the full cost of the goods or provide replacement as required.

These terms do not affect your statutory rights as a consumer.

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Privacy Policy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully and we will hold it securely in accordance with our internal security policy.

The type of information we will collect about you includes: your name*, address*, phone number*, email address and payment preference. These details are collected either when you register or place an order with us. We do not hold credit/debit card details as these are never entered on our site. See our Security Policy below.

When you place an order with us, you consent to us e-mailing you during the process of that order. You may receive other e-mails from time to time with your consent, you can always opt-out at any time.

You can check the information that we hold about you using the amend my details option from the register menu on our web site. If you find any inaccuracies you will be able to correct them promptly. We maintain an audit trail of amendments that you make to your details.

As you register or place an order with us we set a cookie so that you can easily send us messages and track your order. To comply with the Privacy and Electronic Communications (EC Directive) Regulations 2003 you can easily remove these cookies using the Register menu and choosing Sign Out.
Please set the Privacy setting no higher than Medium-High if you use Microsoft Internet Explorer.
* Indicates that these details will be printed on the delivery document to assist our carriers in delivering your order efficiently.

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Security Policy

We realise how important it is to securely store any information that you provide. Activeaqua Ltd maintains high levels of security. Our web site uses Worldpay, which is part of the Royal Bank of Scotland group, and PayPal to process your payments.

Credit card information is not held in our databases, the transaction is processed securely, in real time, by Worldpay or PayPal.

The information that you supply is processed by Worldpay or PayPal to detect fraudulent card use. Worldpay and PayPal are registered under the Data Protection Act and information is transmitted to them over a secure and encrypted channel during the checkout process.

You can tell whether a page is secure . A small locked padlock graphic will appear on the payment page.

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Contact Us

If you have any questions, just ask by email: info@activeaqua.com
Or phone us on 01342 347277

You can contact us at this address:-

ActiveAqua Ltd
Linx House 147-149 London Road
East Grinstead
West Sussex
RH19 1ET

Please also note that we are happy to process by telephone or online..

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