At OASE Sales Store, we take pride in providing premium aquatic products to enthusiasts worldwide. We want you to be completely satisfied with your pond liners, aquarium systems, and water feature accessories. If for any reason you’re not happy with your purchase, our straightforward returns policy ensures a hassle-free experience.

Key Points:

  • 15-day return window from delivery date
  • Items must be unused and in original packaging
  • Customised or special order items cannot be returned
  • Refunds processed within 5-7 business days

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • The item must be in its original condition – unused, uninstalled, and with all original tags and packaging intact
  • You must initiate the return within 15 days of receiving your order
  • Proof of purchase (order number or receipt) is required

Non-Returnable Items

Due to hygiene and safety reasons, the following aquatic products cannot be returned:

  • Opened aquarium fish food containers
  • Used aquarium filters and media
  • Cut or installed pond liners (EPDM liners)
  • Special order or customised water features

Return Process

Follow these simple steps to return an item:

  1. Contact Us: Email our customer service team at [email protected] with your return request within 15 days of receiving your order. Use the subject line “Return Request – [Your Order Number]”.
  2. Wait for Approval: Our team will review your request and send you a Return Merchandise Authorization (RMA) number within 2 business days.
  3. Package Your Item: Securely pack the item in its original packaging, including all accessories and documentation.
  4. Ship Your Return: Send the package to our warehouse address (provided with your RMA) using a trackable shipping service. You are responsible for return shipping costs unless the return is due to our error.
  5. Confirmation: Once we receive and inspect your return, we’ll notify you of the approval or rejection of your refund.

Exchange Process

If you need a different size or product:

  1. Follow the same steps as the return process above
  2. Clearly state in your email that you’re requesting an exchange and specify the replacement item
  3. We’ll process the exchange once we receive your original item
  4. Any price difference will be charged or refunded as applicable

Refund Information

Approved refunds will be processed to your original payment method within 5-7 business days after we receive your return. Please note:

  • Original shipping fees are non-refundable
  • For international returns, any customs fees or import taxes are non-refundable
  • Refund times may vary depending on your payment provider (Visa, MasterCard, JCB, or PayPal)

Return Shipping Address

All returns should be sent to:

OASE Sales Store Returns
47 William St
Newry, GB CH5B 6HZ
United Kingdom

Return Request Template

Subject: Return Request – [Your Order Number]

Email Body:

Dear OASE Sales Store Team,

I would like to request a return/exchange for my recent order #[insert order number].

Product Details:
Product Name: [insert product name]
Quantity: [insert quantity]
Reason for Return: [please specify]

For exchanges, please specify the replacement item: [insert details if applicable]

Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Number]

Damaged or Incorrect Items

If you receive a damaged item or incorrect product:

  • Contact us immediately at [email protected] with photos of the damaged item or incorrect product
  • We will arrange for a replacement or refund at no additional cost to you
  • In some cases, we may ask you to return the item using a prepaid shipping label

For any questions about our returns policy, don’t hesitate to contact our friendly customer service team who understand the specific needs of aquatic enthusiasts.