Return Policy

Last updated: October 2026

We want shopping with Jollyfish to be clear and straightforward. This policy applies to consumer purchases made through jollyfi.sh and is in addition to your statutory rights under UK consumer law.

1. Jollyfish Customer Benefits

In addition to your statutory rights, we offer:

  • 30-day goodwill returns on eligible physical products.

  • No restocking fee on eligible returns.

  • Full cancellation of unfulfilled pre-orders before dispatch.

  • Reasonable return costs covered by Jollyfish for valid faulty-product claims where required by law.

These additional benefits do not replace or reduce your statutory rights.

2. Change of Mind - Online Purchases

For online purchases, you normally have:

  • 14 days from the day you receive the goods to tell us that you wish to cancel.

  • A further 14 days after notifying us to return the goods.

You may inspect the goods as you reasonably would in a shop.

If handling goes beyond what is reasonably necessary to establish the nature, characteristics and functioning of the product, and this reduces its value, we may make an appropriate deduction where permitted by law.

For statutory change-of-mind returns:

  • You are normally responsible for the direct cost of returning the goods where you were informed of this before purchase.

  • Jollyfish may agree to cover return costs in specific circumstances or promotions.

3. Additional 30-Day Goodwill Return

Jollyfish extends change-of-mind returns on eligible physical products to 30 days from delivery.

For returns made under this additional goodwill period, products should:

  • be unused and uninstalled;

  • include all supplied components;

  • be in a condition suitable for resale; and

  • have any consumables or reagents unopened and unused.

This goodwill return does not restrict the statutory rights that apply during the legal cancellation period or where a product is faulty.

4. Exceptions

Certain products may be excluded from change-of-mind cancellation where UK law permits.

Examples may include:

  • personalised or made-to-specification products;

  • goods liable to deteriorate or expire rapidly; and

  • sealed goods which are genuinely unsuitable for return for health-protection or hygiene reasons once unsealed.

Opened or used reagents and other consumables may also be excluded from the additional Jollyfish 30-day goodwill return.

These exclusions do not remove your rights where goods are:

  • faulty;

  • unsafe;

  • misdescribed; or

  • otherwise not in conformity with the contract.

5. Faulty, Damaged or Misdescribed Goods

Under the Consumer Rights Act 2015, goods supplied by Jollyfish must meet applicable legal requirements, including being:

  • of satisfactory quality;

  • fit for purpose; and

  • as described.

Safety and durability may also form part of satisfactory quality where relevant.

5.1 Within 30 Days

If goods do not conform to the contract, you may have the short-term right to reject them and receive a refund.

You may choose a repair or replacement instead where appropriate.

5.2 After 30 Days

You will normally have the right to request:

  • a repair; or

  • a replacement.

Where repair or replacement is:

  • impossible;

  • unsuccessful;

  • disproportionate; or

  • not provided within a reasonable time and without significant inconvenience,

you may have the right to:

  • an appropriate price reduction; or

  • the final right to reject the goods.

5.3 Faults Within the First Six Months

Where a fault appears during the first six months, UK consumer law generally treats the goods as having failed to conform when supplied unless Jollyfish can establish otherwise or that presumption is inconsistent with the nature of the goods or fault.

5.4 After Six Months

Your statutory rights may still apply.

However, you may need to show that the problem resulted from an inherent defect rather than:

  • normal wear and tear;

  • accidental damage;

  • misuse;

  • unsupported modification; or

  • another external cause.

6. Products Used Around Aquariums

AquaMaestro products must be installed, operated and maintained in accordance with the instructions, compatibility requirements and operating limits supplied with the relevant product.

Damage resulting solely from the following may not qualify as a product fault:

  • accidental damage;

  • unsupported modification;

  • misuse;

  • incompatible equipment;

  • installation contrary to supplied instructions; or

  • use outside stated product specifications.

This does not affect your statutory rights where the Jollyfish product itself is defective, unsafe or otherwise does not conform to the contract.

7. Refunds

For a valid statutory cancellation, we will normally refund:

  • the price paid for the returned goods; and

  • the cost of our least expensive standard outbound delivery method, where applicable.

Additional costs for premium or expedited delivery are not normally refundable beyond the equivalent standard delivery cost.

Refunds will normally:

  • be made without undue delay;

  • be processed within 14 days after the applicable return requirements are satisfied; and

  • be made using the original payment method unless otherwise agreed.

We do not charge:

  • a restocking fee; or

  • a refund-processing fee.

8. Faulty Product Returns

Where goods are validly returned because they do not conform to the contract, Jollyfish will bear necessary return costs where required by law.

Depending on the product and circumstances, we may provide:

  • a prepaid return method;

  • collection; or

  • reimbursement of agreed reasonable return postage.

Please contact us before returning a faulty product so that we can provide the appropriate return instructions.

9. Pre-Orders

An unfulfilled Jollyfish pre-order may be cancelled for a full refund at any time before dispatch.

If an expected dispatch date changes materially, we will provide updated information where reasonably possible.

Your statutory delivery and cancellation rights remain unaffected.

10. How to Contact Us

To request a return, cancellation or faulty-product remedy, contact:

hello@jollyfi.sh

Please include where possible:

  • your name;

  • order number;

  • the product concerned; and

  • a short explanation of the request.

Returns address:
Wardley Industrial Park, Unit 2 Holloway Dr, Wardley, Worsley, Manchester M28 2LA