User Agreement
How order requests, quotations, payments, delivery and customer support work when you shop with us.
Scope and acceptance
This agreement applies to the Aquaglobal Vet Shop website and orders placed with Aquaglobal Vet Shop. The shop offers aquatic-themed apparel, accessories, stationery and home products. By using this website or accepting an order quotation, you agree to these terms, subject to rights that applicable law gives you.
Product images illustrate the product and design. Colours, placement and appearance may vary slightly between screens and finished products. We will identify material product choices and prices in your order confirmation.
Orders and quotations
Submitting an order request does not itself confirm a sale. We check the requested product, variant, delivery destination, availability and final fulfilment cost, then email you a quotation or order confirmation. A quotation remains valid for 48 hours unless it states otherwise. We may need to issue a revised quotation if product availability or delivery costs change before you accept and pay.
Check the design, size, colour, quantity, delivery address, currency, shipping charge and total before paying. If we cannot supply an item, we will tell you before accepting payment or offer an alternative for your approval.
Prices and payment
Website prices are indicative until we confirm the full amount for your destination and selected variants. The quotation will state the currency, product total, delivery charge and any known additional charges. If an import duty, tax or customs fee may be payable by the recipient, we will make that clear before you agree to the order where we can reasonably identify it.
Pay using only the payment method and details provided in our official order email. We begin fulfilment after payment clears and we send order acceptance. Keep your proof of payment and our confirmation for your records.
Made-to-order products and delivery
Products may be made to order and produced or shipped by independent fulfilment partners. We remain your point of contact for the order you place with Aquaglobal Vet Shop. The quotation or confirmation will provide the applicable estimated production and delivery time, delivery destination and shipping charge. These estimates may change because of production, carriers or customs; we will notify you of a material delay and explain the available options.
Please provide an accurate delivery address and contact details. Tell us promptly if you spot a mistake. We will assist with delivery problems and any remedy required by applicable law.
Changes and cancellation requests
Contact us as soon as possible if you need to change or cancel an order. Once production starts, a change may be impossible or may incur a cost that we will explain before proceeding. A request made more than 3 hours after acceptance may be too late to stop production. This operational cutoff does not remove any cancellation or cooling-off right that applies under law.
Some statutory cooling-off rights have exceptions, including certain goods made to a consumer’s specifications. Whether an exception applies depends on the actual product and transaction; ordinary selection from standard sizes, colours or designs should not automatically be described as bespoke.
Returns, exchanges and refunds
Our Returns & Exchanges page explains how to submit a request and contains the full shop policy and request form.
Our 7-calendar-day request window: Submit a request within 7 calendar days after delivery if an item arrived damaged, was incorrect or materially different from your confirmed order, or if you want a voluntary exchange because you changed your mind about a size, style or colour. Include your order reference and clear photographs of the item and packaging where relevant. We will review the request and explain the available resolution.
Voluntary exchanges: Eligible tops, phone cases and stickers may be considered for another available size, style or colour, or for store credit, depending on the product, its condition and availability. A change of mind does not automatically qualify for a refund. For an approved voluntary exchange, you are responsible for the return shipping, shipping of the replacement and any price difference between the products. We will confirm those costs before you decide whether to proceed. We do not charge a separate restocking fee.
Defects discovered later: If a fault becomes apparent after the 7-calendar-day request window, contact us when you discover it. We will assess the claim under any applicable product warranty or consumer law.
Missing or undelivered items: Contact us when you notice the issue so we can investigate the shipment and arrange the appropriate resolution. The 7-day period measured from delivery does not apply to an item that has not arrived.
Where a refund is due, it will normally be made to the original payment method, where available, or by another agreed lawful method. We will explain any applicable return-shipping cost before you send an item back. Nothing in this shop policy limits a legal cancellation, warranty or other consumer remedy.
Consumer rights and reasonable limits
Nothing in this agreement excludes a consumer protection, warranty or remedy that cannot lawfully be excluded. Where a product or order does not meet applicable legal standards, we will handle the matter under the law that applies to that transaction.
We take reasonable care with the website and product information. If an error occurs, we will correct it and contact affected customers. We are responsible for our obligations to you even when we use production and shipping partners. Any limitation of liability in these terms applies only to the extent permitted by law.
Website content and responsible use
Product designs, photographs, text and shop branding on this site belong to Aquaglobal Vet Shop or their respective rights holders. You may browse and share links for personal use. Do not reproduce or sell site content or submit fraudulent orders. We may update or remove product listings as availability changes.
Personal information
We use the details you provide to respond to enquiries, quote, process and deliver orders, provide support and meet legal obligations. We share the information needed for fulfilment with relevant production, delivery and payment providers, which may operate outside South Africa.
Contact, complaints and updates
Email is our official channel for order changes, cancellation and complaints. Use the email address shown in your order confirmation or on the website’s Contact page. Please include your order reference and a short description of the issue. We will acknowledge and work to resolve it reasonably and in good faith.
We may update these terms for future orders. The version supplied or linked when your order is accepted governs that order, unless a change is required by law or you agree otherwise.