Terms & Conditions

These terms and conditions govern your use of the Tropical Fish Co website and your purchase of products from us. By placing an order, you agree to be bound by these terms.

1. About Us

Tropical Fish Co is a trading name of Hand on Web Ltd, a company registered in England & Wales under company number 15037917. Our registered office is Riverside Innovation Centre, 1 Castle Drive, Chester, Cheshire, CH1 1SL. We specialise in the sale of live tropical fish, coldwater fish, invertebrates, live aquarium plants, and related equipment. We are an online-only store and do not offer in-person collection or visits.

2. Orders & Payment

All prices are listed in GBP and are the total you pay, inclusive of any tax due. We accept payment by major credit and debit cards. An order confirmation email will be sent once your payment has been processed. We reserve the right to cancel any order if stock is unavailable.

3. Live Fish Policy

Live fish are sent via tracked licensed courier service. Due to the live nature of our products, orders are dispatched on Wednesday for Thursday delivery — with overflow dispatched Thursday for Friday delivery — ensuring your fish are never held at depots over weekends. All fish are individually bagged with pure oxygen, packed in insulated polystyrene boxes, and include heat packs during cold weather.

4. Live Arrival Guarantee

We guarantee that your fish will arrive alive and healthy. If any livestock arrives dead, dying, or in clearly compromised condition, contact us the same day your fish arrive with your order number and a short, continuous unboxing video showing the parcel still sealed, being opened, and the livestock still in its sealed bag. Once the video is approved we will replace the affected livestock on your next order, or refund it to your original payment method — your choice. Claims made after the day of delivery fall outside the guarantee, because the cold chain is already broken. Full detail, including how replacements are sent, is on our Returns & Live Arrival Guarantee page.

5. Delivery

We offer tracked courier delivery across the UK mainland. Delivery is a flat rate of £19.95 for any number of items. Spend £100 or more and delivery drops to £9.98. Orders of £200 or more are delivered free. Please see our Delivery Info page for full details including our dispatch schedule.

6. Cancellations

Due to the live nature of our products, orders cannot be cancelled once fish have been packed for dispatch. For non-live items you may cancel within 14 days of receiving your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and you then have a further 14 days to send the goods back. Items should be unused, complete and in their original packaging where possible. Your separate rights under the Consumer Rights Act 2015 — covering goods that are faulty, not as described or not fit for purpose — are unaffected, and nothing in these terms limits them.

7. Limitation of Liability

We provide detailed care information for every species we sell, but we cannot be held responsible for livestock health after delivery where the care guidance has not been followed, or for losses caused by aquarium conditions we do not control — an uncycled or overstocked tank, poor acclimation, incompatible tank mates, ammonia or nitrite spikes, incorrect temperature, or untreated tap water.

We are responsible for foreseeable loss caused by our breach of these terms or our negligence. We are not responsible for business losses, loss of profit, indirect loss, or losses caused by events outside our reasonable control.

Nothing in these terms limits or excludes our liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot legally be excluded — including your statutory rights under the Consumer Rights Act 2015 that goods be of satisfactory quality, fit for purpose and as described.

8. Contact

If you have any questions about these terms, please contact us.