Refund policy

Returns & Refunds Policy

Thank you for shopping with us!

We hope you love your purchase, but if you change your mind or something isn’t quite right, we’re here to help. Please read our returns and refund policy carefully.

Your Right to Cancel

If you purchased merchandise (not a booking or experience) from us online, you have the legal right to cancel your order within 14 days of receiving your items under the Consumer Contracts Regulations 2013. You then have a further 14 days to return the items to us.

To cancel your order, please contact us via Dive@skegness-aquarium.uk with your order number and reason for return.

Conditions for Returns

To be eligible for a return, the item must be:

  • Unused and in its original condition

  • In its original packaging (where applicable)

  • Returned within 14 days of notifying us of your intent to return

We reserve the right to refuse refunds if items are returned in an unsellable condition.

Return Costs

Please note:
Customers are responsible for all return shipping costs. We recommend using a tracked service as we cannot guarantee that we will receive your returned item otherwise.

Return Address

Please send all returns to:

Skegness Aquarium
Tower Esplanade
Skegness
PE25 3HH
United Kingdom

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed and automatically applied to your original method of payment within 5–10 working days.

  • We do not refund original shipping costs unless the return is due to an error on our part or a faulty item.

Exchanges

If your item is faulty or damaged, we’ll happily exchange it at no extra cost. Please contact us within 14 days of delivery with a photo and description of the issue.

If you wish to exchange for a different size or product, this will be treated as a standard return and a new order will need to be placed.

Non-Returnable Items

The following cannot be returned:

  • Gift cards

  • Perishable items

  • Experience bookings (these are covered by separate terms – please refer to your booking confirmation)

Contact Us

If you have any questions about your return or need help, please get in touch at:
📧 Dive@skegness-aquarium.uk