Shipping & Returns



Orders under £35 are charged £3.95 for p&p, orders over £35 are delivered FREE*(see below for exceptions).

Elm Pets will deliver products within our website to most addresses throughout the United Kingdom. Certain areas such as the Scottish Highlands & Isles, Isle of Man, Isle of Wight, Republic of Ireland, Northern Ireland and Channel Isles are not currently covered.

Please note that deliveries to a BFPO address will be subject to a surcharge which you will be informed of prior to dispatch.

 Elm Pets will at all times give our best endeavour to ensure a comprehensive delivery service but cannot be held responsible for any delays that are outside of our control. All items sent from Elm Pets are our responsibility until signed for by the customer. It is advisable to note any packaging damage when signing for the delivery and if possible do not sign for deliveries as unchecked. Where a customer requests leaving consignment in a safe place (i.e "in front porch" or "in garden shed" for example) the customer assumes responsibility for safe delivery without signature and Elm Pets Ltd cannot then be held responsible for non delivery claims. *A small minority of large items may incur an extra delivery charge due to size or weight if this is the case you will be informed before dispatch. For shipping of aquariums and vivariums please see our Elm Pets delivery page. Please note we reserve the right to charge for failed deliveries.


We work in line with the Sale of Goods Act, which states that any goods purchased should be as described, of satisfactory quality and fit for the purpose for which they were intended. Your rights vary depending on the nature of the fault and the length of time you have had the goods. If in the unlikely event a problem arises please contact us first as these can often be rectified over the phone. If the item has to be returned to us it is your responsibility to send the item to us at:

Elm Pets, Unit TC01,  Elm Court Estate, Capstone Road, Gillingham, Kent, ME7 3JQ.  

Any genuine claim will have its postage cost refunded by Elm Pets Ltd.  All returned items must include a proof of purchase.  Please be aware that a condition of the guarantee for all Juwel aquariums including 125 litres and above in volume is that it must be sited on the matching Juwel cabinet.  If there is a problem with an item being damaged during transit which was not visible upon delivery we would request that you inform us within 48 hours.  We aim to resolve any issue within a reasonable time.

Any item ordered in error will need to be returned back to us in re-saleable condition at your own expense, refunds will be issued minus our original postage costs. Please contact us first for a returns form before sending the goods back to us.