Returns policy only applies to products purchased directly from Reef One Ltd, via the website or via telephone orders. If you purchased your Reef One product from another supplied you must return the item directly to them.
For information about refunds for products purchased from an alternative supplier your first contact should be the store.
Payment Methods
Reef One allows you to purchase using the payment methods described below. Additional payment options are available by contacting our sales team on +44 (01603) 710 339. Please read carefully our policies with respect to payment methods before you place your order.
Credit, Debit, and Check Cards
If you contact us by telephone to place your order, you may pay by credit, debit, or check card. When you provide Reef One with your card information, Reef One will process the order as soon as possible. Most orders are dispatched next day if ordered before 1pm.
The Reef One require the credit, debit, and security code for your card for any telephone purchase to protect against the unauthorized use of your credit card by other persons. The security code is an individual three-digit number specific to your card that may be printed on the reverse of your card near the signature panel.
Personal Cheques
Reef One accept personal cheques for orders placed via telephone. Your order will be recorded on our system and dispatched once the personal cheque has arrived and cleared. Due to bank clearing times there will be a delay from the date the cheque is received to the date it is cleared and the goods are dispatched.
Warranty
All Reef One products carry a one-year Limited Warranty against defects in materials and workmanship. If you have a problem with your product please contact our support team on +44 (01603) 710 339 who will be able to discuss the issue and help resolve any problems.
Return and Refund Policy
Reef One wants you to be satisfied with your purchase. If you are not satisfied with your Reef One purchase of a product, please contact the retailer who you purchased it from.
If you purchased directly from our sales team and wish to return an item please contact our support team for return instructions. We will gladly accept your return (with the exception of special sale items) within 30 days of purchase for exchange or store credit. All products must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the product. Returns without these items cannot be processed. Shipping charges to and from Reef One are non-refundable.
NOTE: Reef One recommends that you (1) use a delivery company that offers parcel tracking for all returns and (2) insure your package for safe return to Reef One so that you are completely protected if the item is lost or damaged in transit. If you choose not to (1) use a delivery service that offers tracking or (2) insure the full value of the product, you will be responsible for any loss or damage to the product during shipping.
Damaged or defective merchandise
Please inspect your products immediately upon delivery in the presence of the delivery person. Any damage should be documented with the courier prior to their departure. If concealed damage is discovered upon unpacking the item, a damage claim must be filed with the delivery company within 3 business days of receipt of item. Please notify us of any damage or defect within 48 hours of receipt of order via email: sales@reef-one.com This e-mail address is being protected from spambots. You need JavaScript enabled to view it . We will do our best to remedy the situation as quickly as possible.
How to return delivered merchandise
Please contact us via email: sales@reef-one.com This e-mail address is being protected from spambots. You need JavaScript enabled to view it prior to returning your merchandise to receive a return authorization number. Then repack the product in the original packaging materials used to ship it to you (you may have to supply additional packing materials if original packing was damaged in transit). Be sure to use a service that provides insurance and a tracking number to cover the package in case it is lost. Reef One cannot be responsible for lost return shipments before they arrive at our warehouse with all the required information.
Return your package to:
Reef One Ltd
Abbey Farm Business Park
Horsham St Faith
Norwich
NR10 3JU
UK