Refund policy

Withdrawal, returns and refunds

Last updated: 8 October 2026.

This page summarises your rights and the steps to follow. The full rules are set out in articles 8 and 9 of our Terms and Conditions of Sale, which prevail in the event of any discrepancy.

If you change your mind: the right of withdrawal

If you are a consumer, you have 14 days to withdraw from your purchase, without having to give a reason. The period runs from the day you receive the product, or the last product if your order is delivered in several parcels. For an online course, it runs from the date of the order.

1. Tell us about your decision

Before the 14-day period expires, use one of the following methods:

  • the online "Withdraw from the contract here" function, available from the button on every page of the site; you will receive an acknowledgement of receipt by email;
  • an email to contact@univers-aquaponie.com, quoting your order number;
  • a letter to AQUAPONEASY FRANCE, Univers Aquaponie, 14 rue du Hommel, 57600 Forbach, France.

You may use the model withdrawal form set out in the annex to the Terms and Conditions of Sale, although this is not compulsory.

2. Send the product back

Send the product back no later than 14 days after telling us of your decision, to the following address:

Dépôt Univers Aquaponie, 31B rue Saint-Quentin, 67150 Erstein, France

Protect the product in suitable packaging, preferably its original packaging, and keep proof of postage. The direct cost of returning the goods is yours to bear. For bulky or heavy products that cannot normally be returned by post, this cost is estimated at a maximum of around 350 euros.

3. Receive your refund

We will refund everything you have paid, including the original delivery charges, no later than 14 days after being informed of your decision. We may wait until we have received the product, or proof that it has been sent back, before issuing the refund. If you chose a more expensive delivery method than our cheapest standard delivery, you will bear the difference.

The refund is made using the payment method used for the order, at no cost to you, unless you expressly agree to another method.

Condition of the returned product

You may examine and try the product as you would in a shop, to check its nature, characteristics and proper working order. If the product has been handled beyond what is necessary for that check, or if it comes back damaged or incomplete, we are still required to refund you, but we may deduct an amount corresponding to the loss in value of the product, which we will justify to you.

Products that cannot be returned under the right of withdrawal

  • Live plants (aquatic plants, rhizomes, seedlings) and living organisms (compost worms), which deteriorate quickly.
  • Products unsealed after delivery that cannot be returned for hygiene or health protection reasons, for example a veterinary medicine, a water test reagent, a water treatment product or fish food whose original seal has been broken. If unopened, these products can be returned.
  • Products made to your specifications or clearly personalised.
  • Online courses for which you requested immediate access, acknowledging that you would lose your right of withdrawal, and to which access has been granted.

These exceptions apply only to the right of withdrawal. They never limit your rights if a product is faulty or not as described.

Faulty, non-conforming or damaged on delivery

If a product arrives damaged, does not match your order, has a defect or stops working normally, you benefit from the legal guarantee of conformity for 2 years from delivery, and from the guarantee against hidden defects. This also applies to live products that arrive dead or in poor condition.

  • Contact us at contact@univers-aquaponie.com or on +33 6 95 84 16 78, with your order number, a description of the problem and, if possible, photographs of the product and the packaging.
  • If the parcel was visibly damaged on delivery, please tell the courier if you can and attach photographs of the box. Not having noted any reservations on delivery does not take away your rights.
  • We will offer you repair or replacement of the product, at no cost to you. If this is not possible, or if the conditions laid down by law are met, you will receive a price reduction or a full refund in return for the product.
  • The cost of returning a faulty or non-conforming product is ours to bear. We will tell you how to send it back; some products do not need to be returned.

Order not received or delivered late

A parcel lost in transit remains our responsibility: we will send you the product again or refund you. If your order is not delivered within the stated time, see the Delivery page, which explains how to obtain delivery or cancel the order and receive a refund.

Business customers

The right of withdrawal is reserved for consumers, except in the case provided for in article L221-3 of the French Consumer Code. The guarantees available to business customers are described in article 2.2 of the Terms and Conditions of Sale.