Return Policy

We are your first point of contact

For the return of any items purchased from Shirley, no matter what the reason it is imperative that you contact us as soon as possible. The terms and conditions related to returning items do have some time limits and we would not want you to fall outside of these limits. In some cases we may need to arrange a collection as our courier is the cheapest and safest way to ensure the goods get back to us in the best condition

Unwanted items

At Shirley we want you to be delighted with every purchase you make with us. Occasionally though, we know you may want to return an item. If for any reason you are unhappy with your purchase, you can return it to us in its original condition within 14 days of the date you received the item. The return of unwanted larger items such as aquariums delivered by special courier or pallet services is limited to 7 days from the date of receipt.

The item should be unopened (with any seals and shrink-wrap intact) and we will issue a full refund for the price you paid for the item–see our Refunds policy. We can only accept the return of opened items if they are faulty. Please note that we reserve the right to send back items to you that have been returned to us after 30 days unless they are faulty.

You will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective. We suggest that you choose a registered form of delivery as you will be responsible for any loss or damage to the item during its return journey. Once we have received the goods, we will refund the purchase price (less any original carriage charges) immediately or in any case within 30 days. Goods returned without the required documentation, or after 30 days of the notice of cancellation, will be treated as abandoned to us, and will be dealt with accordingly

For more information on your right to withdraw from your purchase within the seven working day cooling-off period, visit the Department of Trade and Industry’s website here.

Returning an item Damaged in Transit

If you receive an item from that has been damaged in transit, please return it to us for an exchange within 14 days from receipt.

Missing components

Should you suspect parts are missing from an item that you ordered from us, firstly check the product instructions carefully to make sure the suspected part is included with the product as some parts may just appear as optional extras on packaging and promotional items. Next contact us for further verification at which point we may either choose to send you the missing part or recall the item for a complete exchange.

Returning Faulty goods (within 30 days)

If your product appears faulty on arrival please let us know of any problem with your order by email, letter or telephone with as much detail as you can. You have the right to return a faulty item within a reasonable period of time. Please keep all the warranty information that accompanies your item as this may be needed should there be a fault.

We will endeavour to rectify the situation as soon as possible, however in most cases we will require the faulty item to be returned before we can issue a replacement. The cost of return postage should be met by you but will be refunded as soon as we receive the faulty item. Returns should be made by the cheapest method available, and proof of posting obtained.

Returning Faulty goods (after 30 days)

Many products are covered by a manufacturer’s warranty. Please check the product instructions for the length of warranty as well as the inclusion of the fault you are reporting within that warranty (certain items such as air pump diaphragms may not be included)

Please keep all the warranty information that accompanies your item as this may be needed should there be a fault. In the unlikely event that you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you.

We will always need you to return the faulty item to us together with the relevant warranty and purchase information. Once the item is returned to us we will examine it fully for the reported fault

In the event that they are damaged or faulty, we will repair or replace them at our absolute discretion, but due to the wide range of products we supply, it may be necessary for the goods to be passed back to the manufacturer for their expert assessment of the alleged damage or fault. We will do this within a reasonable time which we agree will not exceed 21 days.

In such cases where the goods are deemed to be damaged or faulty, we will refund you your return postal or carriage charges.

In the event we cannot find a fault with the item or it appears that it has been used in an incorrect manner, the item will be returned to you and the cost of sending the item out will be charged to you.

Noise levels

Some products emit a noise during normal operation, which you may consider excessive in your particular environment. You should also be aware that the use of registered trade names and manufacturers wordings which indicate noise levels are relative only and do not necessarily give indications of measured decibel levels.

Return of these goods under any guarantee because of excessive noise levels (which when examined prove not to be faulty but normal operating noise output) will only be accepted under certain conditions:

  1. The goods must be returned at your expense.
  2. We accept that for you to have found the noise levels to be unacceptable, you will have used the goods, but if they are returned in such condition as to not be re-saleable at the full retail value, we will of course have to adjust any refund or credit note to account for this. If they are returned as new then a full refund or credit note will be issued.
  3. You agree that if we are asked to suggest an alternative product which will be less noisy, then this suggestion is based on our sales and returns experience only, not on any actual testing of the products, and that we cannot subsequently be held responsible should the alternative item also prove to be excessively noisy in your view. You should therefore not rely on our skill or judgement when choosing a less noisy alternative.

A matter of Life support

We accept that items we sell are responsible in a big way for keeping your pets happy. If an item becomes faulty you may need a replacement in a hurry. Whilst we cannot send out a replacement without receiving the faulty item, we can send out another unit in a hurry as long as you pay for the item. Once we receive the faulty item and it is proved to be faulty the full cost of the second item will of course be refunded to you. Should you choose to buy a replacement item from another source we will not refund any costs involved in this action, however we may choose, at our discretion to offer a credit on your account for the faulty item once it is returned to us with the correct documentation.

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Why buy from us?

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