European Union Order Cancellation Policy

Updated For - May 1st - December 31st 2025

Order Cancellation Policy

Last Updated: 16 July 2026

At Castle Dawn Aquatics, we understand that circumstances can change after placing an order. This policy explains when an order can be cancelled and any conditions that may apply.

Before Dispatch

Orders may be cancelled free of charge before they have been packed and dispatched.

If your order has not yet entered our shipping process, we will issue a full refund to your original payment method.

We recommend contacting us as soon as possible if you wish to cancel your order, as our warehouse processes orders quickly.

After Dispatch

Once an order has been dispatched or handed to the shipping carrier, it can no longer be cancelled.

If you no longer require the goods, you may be eligible to return them after delivery in accordance with our Returns & Exchanges Policy.

Original shipping charges are non-refundable unless the cancellation is due to our error.

European Union Right of Withdrawal

If you are purchasing as a consumer within the European Union, you may have the legal right to withdraw from your purchase within 14 days of receiving your goods under applicable consumer protection legislation.

To exercise this right, you must notify us within the 14-day withdrawal period.

Returned items must:

  • Be unused and in their original condition.

  • Include all original packaging, accessories and documentation where applicable.

  • Be returned within 14 days of notifying us of your decision to withdraw.

Unless the return is due to our error or a faulty product, the customer is responsible for the cost of returning the goods.

Refunds will be processed after the returned products have been received and inspected.

Exceptions to the Right of Withdrawal

The EU right to cancel does not apply to certain products, including where permitted by law:

  • Live animals.

  • Perishable goods.

  • Sealed fish foods that have been opened.

  • Sealed medications or aquarium treatments that have been opened.

  • Water conditioners and additives where the seal has been broken.

  • Products made to the customer's specifications or personalised items.

  • Products that cannot be returned for hygiene or health protection reasons once opened.

These items cannot be cancelled after dispatch unless they are faulty or supplied incorrectly.

Refused Deliveries

Customers should not refuse delivery as a method of cancelling an order.

If a shipment is refused or abandoned, any refund will be reduced by:

  • Original shipping costs.

  • Return shipping charges.

  • Customs charges.

  • Storage fees.

  • Any other costs incurred by Castle Dawn Aquatics.

If the parcel is destroyed by the carrier or customs authority following refusal, no refund may be available.

Incorrect Delivery Information

Customers are responsible for providing accurate delivery information when placing an order.

Orders that cannot be delivered because of an incorrect or incomplete address supplied by the customer are not eligible for a full refund. Any refund issued will be less any shipping, return shipping and carrier charges incurred.

Refund Processing

Approved cancellation refunds are normally processed within 2 business days of approval.

Depending on your bank or payment provider, it may take several additional business days for the funds to appear in your account.

Contact Us

If you wish to cancel an order, please contact our customer support team as soon as possible.

The sooner you contact us, the greater the chance we can stop your order before it enters the shipping network.

Our Commitment

Since 2011, Castle Dawn Aquatics has proudly served the fishkeeping community worldwide.

We always aim to handle cancellations fairly, transparently and in accordance with applicable consumer protection laws while keeping our customers informed throughout the process.