Terms and Conditions
Last updated: 7 October 2026
1. About these terms
These terms apply to all purchases from Premium Aquarium Works.
References to “we”, “us” or “our” mean Premium Aquarium Works. References to “you” or “the customer” mean the person or business placing the order.
These terms apply to goods and services supplied by us, including aquariums, cabinets, hoods, pelmets, sumps, steel stands, glass lids, plumbing, accessories and bespoke manufactured products.
Nothing in these terms affects a consumer’s statutory rights.
2. Products and specifications
Please check all dimensions, specifications, colours, finishes, hole positions, weir positions and other selected options carefully before confirming an order.
Unless stated otherwise:
– Aquarium dimensions are shown as length × height × width.
– Dimensions are external finished dimensions.
– Manufactured glass dimensions may vary by approximately ±2 mm.
– Product photographs and digital colour samples are illustrative.
– Colours, patterns, grains and finishes may vary slightly depending on lighting, screen settings and material batches.
– Structural bracing may be added or amended where we consider it necessary for the safe construction of an aquarium.
Minor visual variations or manufacturing marks that do not affect the safety, structural integrity or intended use of a product will not normally be considered faults.
Where a product is manufactured using measurements supplied by the customer, the customer is responsible for ensuring those measurements are accurate and suitable.
We may make minor technical changes where necessary for safety, availability or improved construction, provided these do not materially alter the appearance or intended use of the product. We will seek the customer’s approval before making any material change.
3. Bespoke and made-to-order products
Most aquariums, cabinets and related products supplied by Premium Aquarium Works are manufactured to order.
A product will be considered bespoke where it is made to the customer’s specifications or clearly personalised. This may include custom dimensions, glass choices, silicone colour, drilled holes, weirs, vinyl, cabinet dimensions, cabinet finishes, plumbing arrangements or other individually selected features.
Once we have accepted a bespoke order, it cannot normally be cancelled, returned or refunded simply because the customer changes their mind.
The statutory cancellation right applying to some distance purchases does not apply to goods made to the consumer’s specifications or clearly personalised.
This does not affect your legal rights where goods are faulty, unsafe, not as described or otherwise fail to conform to the contract.
4. Orders and acceptance
Submitting an order or paying a deposit constitutes an offer to purchase.
An order becomes binding when we provide written acceptance or begin ordering materials or manufacturing the product.
It is the customer’s responsibility to check the order confirmation and notify us immediately of any error.
We reserve the right to decline an order before acceptance, including where:
– A price or product description contains an obvious error.
– The requested specification is unsafe or impractical.
– Required materials are unavailable.
– Delivery cannot reasonably be completed.
– We cannot complete the order within an acceptable timeframe.
If we decline an order before materials have been ordered or manufacturing has started, any payment received will be refunded.
5. Prices and payment
The price payable is the price confirmed when the order is accepted, together with any agreed delivery, installation or additional charges.
Unless agreed otherwise:
– A 50% deposit is required to confirm a manufactured order.
– The remaining balance must be paid in cleared funds before collection or dispatch.
– We are not required to release or deliver goods until payment has been received in full.
– Goods remain our property until paid for in full.
Where an accepted change increases the cost of materials, manufacturing or delivery, the additional amount must be paid before completion or dispatch.
6. Changes and cancellations
Requests to change an order must be made in writing as soon as possible.
We may accept or decline a requested change depending on whether materials have been ordered or manufacturing has started. Accepted changes may result in additional charges and an extended lead time.
If you ask to cancel a bespoke order after it has been accepted, we are not obliged to accept the cancellation.
If we agree to a cancellation voluntarily, we may deduct or retain an amount representing materials ordered, work completed and other reasonable losses resulting directly from the cancellation.
This does not limit any cancellation or refund right that the law requires us to provide.
For standard, non-personalised goods purchased online, by telephone or by email, consumers may have a statutory right to cancel within 14 days of receiving the goods.
To exercise that right, you must notify us clearly in writing and return the goods in accordance with the applicable law.
Unless the goods are faulty or we agree otherwise, the customer is responsible for the direct cost and safe return of unwanted standard goods.
7. Manufacturing and lead times
Any manufacturing or delivery timeframe given is an estimate unless we expressly confirm a fixed date in writing.
Lead times may be affected by material availability, supplier delays, transport disruption, manufacturing requirements or circumstances beyond our reasonable control.
We will keep customers reasonably informed of any significant delay.
We are not responsible for costs incurred because a customer arranges livestock, tradespeople, equipment, installation or other services before the goods have been delivered and inspected.
Your statutory rights concerning delivery remain unaffected.
8. Delivery and access
Delivery arrangements must be agreed in advance.
The customer must provide accurate information concerning:
– The delivery address and access route.
– Steps, narrow doors, corridors or lifts.
– Restricted access or parking.
– The final size and approximate weight of the goods.
– Any other obstruction or difficulty that may affect delivery.
Delivery is to the agreed accessible ground-floor delivery point. Moving goods beyond that point or placing them in their final position is only available by prior agreement with Premium Aquarium Works, confirmed in writing before delivery.
The customer must provide sufficient able-bodied assistance where this has been agreed as part of the delivery arrangements. Approximate product weights can be supplied upon request.
We may refuse to move an item where we reasonably believe doing so would risk injury or damage.
If delivery cannot be completed because access is unsuitable, information supplied was inaccurate, nobody is available to accept delivery or agreed assistance has not been provided, reasonable storage, failed-delivery and redelivery charges may apply.
9. Inspection and delivery damage
Please inspect all goods as soon as reasonably possible.
Any visible damage, shortage or incorrect item should be reported at delivery where practical and confirmed to us promptly in writing, together with clear photographs.
Signing a delivery document does not remove a consumer’s statutory rights. However, prompt inspection and photographs help us establish when and how damage occurred.
Do not install, fill, modify or use visibly damaged goods without contacting us first.
10. Collection
Customers collecting goods are responsible for providing a suitable vehicle, appropriate restraints, protective materials and sufficient assistance.
We may refuse to release goods where we reasonably believe the proposed method of transport is unsafe or likely to damage the product.
Responsibility for safely securing and transporting the goods passes to the customer once the goods have been collected.
Any visible damage should be reported before the goods leave the collection point.
11. Placement and installation
Aquariums are heavy and fragile. Moving and positioning them must be carried out by a sufficient number of competent people using appropriate equipment and safe working methods.
Placement is only available by prior agreement with Premium Aquarium Works and must be confirmed in writing before delivery. It is not included as standard with delivery. Any agreed placement or installation service, its scope and any additional charges must be confirmed in advance.
Where placement or installation has not been agreed in advance and confirmed in writing, the customer is responsible for moving goods from the agreed delivery point and placing them in their final position.
Any informal assistance offered by a driver or member of staff does not form part of an installation service unless expressly agreed in writing.
The customer is responsible for ensuring that:
– The floor and supporting structure can safely carry the total filled weight.
– The aquarium support is flat, level, stable and suitable for the aquarium.
– Any supporting mat or protective layer specified by us is used.
– The aquarium is not twisted, unevenly supported or allowed to overhang its base.
– Plumbing is installed and tested correctly.
– Adequate ventilation and protection from moisture are provided around cabinets, hoods and pelmets.
Professional advice should be obtained where there is any doubt about floor strength, structural support, plumbing or electrical work.
12. Aquarium guarantee
Premium Aquarium Works provides the original purchaser with a two-year guarantee against aquarium seal failure or structural failure arising from defective workmanship.
The guarantee begins on the date the aquarium is delivered or collected.
A guarantee claim requires reasonable proof of purchase and may require photographs, videos, measurements or an inspection.
You must stop using the aquarium where continued use could cause further damage or present a safety risk.
Where a guarantee claim is valid, we will provide an appropriate remedy. Depending on the circumstances, this may include a repair, replacement or another remedy required by law.
The guarantee does not cover damage or failure caused by:
– Accidental impact, scratches, chips or glass fracture occurring after delivery or collection.
– Mishandling, misuse, neglect or unauthorised alteration.
– Moving an aquarium while it contains water, substrate, decoration or livestock.
– An unsuitable, uneven, unstable or inadequately supported base.
– Failure to use a supporting mat where one is specified.
– Twisting, stress or movement caused by the floor, stand or cabinet.
– Removal, cutting or alteration of structural bracing.
– Chemical contamination, abrasive cleaning or contact with sharp instruments.
– Drilling, cutting, resealing or repair by anyone not authorised by us.
– Failure of third-party plumbing, pipework, tank connectors, bulkheads or connector seals.
– Damage caused by incorrect installation or use contrary to our instructions.
This guarantee is additional to, and does not replace, your statutory rights.
13. Cabinet, hood and pelmet guarantee
Premium Aquarium Works provides the original purchaser with a one-year guarantee against defects in materials or workmanship affecting cabinets, hoods and pelmets manufactured by us.
The guarantee begins on the date of delivery or collection.
This guarantee does not cover:
– Water penetration, standing water, condensation or excessive moisture.
– Inadequate ventilation.
– Failure to use suitable condensation covers or glass lids where required.
– Uneven floors or incorrect levelling.
– Excessive movement or repeated relocation.
– Accidental damage, misuse or neglect.
– Normal wear and tear.
– Alteration or repair by anyone not authorised by us.
– Colour changes or minor material variations caused by light, age or normal use.
Water and condensation should be wiped from furniture promptly. Cut edges, joints and unsealed openings must be protected from moisture.
This guarantee is additional to, and does not replace, your statutory rights.
14. Third-party products
Equipment and accessories manufactured by another company may also be covered by that manufacturer’s warranty.
This does not reduce any legal rights you may have against us as the retailer.
We may ask for photographs, serial numbers, testing information or the return of an item so that a reported fault can be assessed.
15. Faulty goods and guarantee claims
To report a problem, contact us and provide:
– Your name and order number.
– Proof of purchase.
– A clear description of the problem.
– Photographs or video where relevant.
– Details of the aquarium’s support and installation.
– Details of the circumstances surrounding the reported issue.
We must be given a reasonable opportunity to inspect the product and determine the cause of the problem.
Nothing in these terms restricts the legal remedies available to consumers for goods that are faulty, not of satisfactory quality, unfit for purpose or not as described.
16. Livestock and other property
If an aquarium develops a suspected fault, livestock should be moved to suitable temporary accommodation as quickly and safely as possible.
We do not provide emergency livestock housing. Customers should maintain a reasonable emergency plan for livestock and water containment.
We do not exclude liability where it would be unlawful to do so.
However, we are not responsible for losses that were not reasonably foreseeable when the contract was made or which result from misuse, unsuitable installation or a failure to take reasonable steps to prevent or reduce further loss.
For business customers, we will not be liable for loss of profit, business interruption or other indirect or consequential commercial loss, except where liability cannot legally be excluded.
17. Events beyond our reasonable control
We will not be responsible for a delay or failure caused by circumstances beyond our reasonable control, including severe weather, transport disruption, supplier failure, material shortages, fire, flood, industrial action or government restrictions.
We will contact affected customers where practicable and take reasonable steps to minimise the effect of the delay.
18. Personal information
We use personal information to process orders, take payment, arrange delivery, provide customer support and meet our legal obligations.
Further information about how personal information is handled is available in our Privacy Policy.
19. Contacting us
Questions, cancellations, order changes and guarantee claims should be submitted in writing by email to [BUSINESS EMAIL ADDRESS].
Please include your name and order number in all correspondence.
20. Governing law
These terms are governed by the laws of England and Wales.
If you are a consumer resident elsewhere in the United Kingdom, you retain the benefit of any mandatory protections and may bring proceedings in the courts available to you under applicable law.
If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.
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Premium Aquarium Works is a trading name of H2SGlass Ltd, registered in England and Wales under company number [COMPANY NUMBER]. Registered office: [REGISTERED OFFICE ADDRESS].