Refund policy

Refund and Returns Policy

Last updated: 2 August 2026

We hope you are pleased with your ReefForge purchase. This policy explains your rights when cancelling an order, returning a product or reporting a faulty, damaged or incorrectly supplied item.

Nothing in this policy limits or replaces your statutory consumer rights.

Business details

ReefForge is a trading name of:

VISION 3D LTD
Company number: 16194895
Registered in England and Wales

Registered office:

71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom

Email: info@reefforge.co.uk

Cancelling an order before dispatch

To request cancellation before your order has been dispatched, contact us as soon as possible at info@reefforge.co.uk.

Please include:

  • Your full name

  • Your order number

  • The product or products you wish to cancel

Many ReefForge products are manufactured after an order is received, so production may begin shortly after purchase. We will make reasonable efforts to stop production and dispatch, but we cannot guarantee that an order can be cancelled before it is sent.

Where a standard product has already been dispatched, you may still use the change-of-mind cancellation rights described below.

Change-of-mind cancellations

For most standard products purchased through our website, you have the right to cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days beginning the day after you receive your order.

You can notify us by emailing info@reefforge.co.uk or by using the contact form on our website.

Your cancellation notice should include:

  • Your full name

  • Your order number

  • The product or products you wish to return

  • The date you received the order

  • A clear statement that you wish to cancel the purchase

You may use the model cancellation form at the end of this policy, but you are not required to use it.

Returning an unwanted product

After notifying us that you wish to cancel, you must return the affected products within a further 14 days.

Please contact us before sending a return. We will provide the appropriate returns address and return instructions.

Do not send products to a manufacturer, equipment brand or another address shown on product packaging.

Products must be packaged securely to prevent damage during return delivery.

You may inspect a product in the same way that you reasonably could in a physical shop. You should not use or handle it beyond what is reasonably necessary to establish its nature, characteristics, compatibility and function.

Where reasonably possible, products should be returned with their original packaging and included parts. The absence of original packaging does not automatically remove your statutory rights.

Aquarium use and product condition

Please dry-fit and visually inspect aquarium accessories before installing them or placing them in aquarium water.

Products that have been submerged, permanently installed, modified, cut, drilled, glued, marked or otherwise used may have a reduced resale value.

Where permitted by law, we may reduce a change-of-mind refund to reflect a loss in value caused by handling beyond what was reasonably necessary to inspect the product.

This does not affect your rights where a product is faulty, damaged, incorrectly supplied or not as described.

Change-of-mind return postage

You are responsible for the direct cost of returning a product where you have changed your mind.

We recommend using a tracked postal service and retaining your proof of postage. You are responsible for taking reasonable care of the product while it is in your possession and while arranging its return.

We will cover reasonable return costs where a product is faulty, damaged in transit, incorrectly supplied or materially different from its description.

Change-of-mind refunds

Where you cancel an eligible order, we will refund:

  • The price paid for the returned products

  • The cost of our least expensive standard delivery option, where required by law

If you selected a premium, expedited or enhanced delivery option, we are not required to refund the additional amount above the price of our least expensive standard delivery service.

Where only part of an order is returned, the original delivery charge will not normally be refunded unless required by law.

Refunds will normally be made using the payment method originally used for the purchase unless we expressly agree another method with you.

We may withhold the refund until:

  • We receive the returned products; or

  • You provide satisfactory evidence that the products have been sent back,

whichever occurs first.

We will process the refund without undue delay and no later than 14 days after receiving the returned products or acceptable evidence that they have been sent back.

Your bank, card provider or payment service may take additional time to show the refund in your account after we have processed it.

Standard products manufactured to order

Many ReefForge products are produced or 3D printed after an order is received.

A standard product being manufactured after purchase does not, by itself, make it personalised or custom-made. Standard catalogue products offered for general sale remain eligible for applicable change-of-mind cancellation rights.

Custom and personalised products

Change-of-mind cancellation rights may not apply to products that have been:

  • Manufactured to dimensions or specifications supplied specifically by you

  • Personalised with a name, logo, wording or individual design

  • Substantially modified at your request

  • Designed and manufactured as a one-off product specifically for you

We will aim to make it clear before purchase where a product is genuinely personalised or custom-made and cannot normally be returned simply because you have changed your mind.

Custom and personalised products may still be returned where they are faulty, damaged, not as described or do not match the specifications agreed with us.

Faulty, damaged or incorrect products

Products supplied by ReefForge must be of satisfactory quality, fit for their normal purpose and match their description.

Please contact us as soon as reasonably possible if your order:

  • Arrives damaged

  • Contains the wrong product

  • Has a manufacturing fault

  • Is materially different from its description

  • Does not match an agreed custom specification

Email info@reefforge.co.uk and provide:

  • Your full name

  • Your order number

  • A description of the issue

  • Photographs of the product and packaging, where helpful

Photographs can help us investigate the issue but are not a condition of your statutory rights.

Depending on the circumstances and your legal rights, we may provide:

  • A full or partial refund

  • A replacement

  • A repair

Where you are legally entitled to reject or return a faulty, damaged or incorrectly supplied product, we will provide suitable return instructions and cover reasonable return costs.

Short-term right to reject faulty products

Where a product does not conform to the contract because it is faulty, not as described or unfit for purpose, you may have a legal right to reject it within 30 days of receiving it.

Rights to a repair, replacement, price reduction or final rejection may continue after the initial 30-day period, depending on the circumstances.

Damage caused after delivery

We are not responsible for defects or damage caused by:

  • Incorrect installation

  • Use with equipment that is not stated to be compatible

  • Excessive force

  • Accidental damage

  • Unauthorised modification

  • Improper cleaning or maintenance

  • Use outside the product’s stated purpose

  • Normal wear and tear

This does not limit your rights where the product was faulty when supplied or where our instructions, measurements or compatibility information were inaccurate.

Products that do not fit

Please check all product dimensions, aquarium models and equipment compatibility information before ordering.

A standard product ordered for an incompatible aquarium or piece of equipment may be returned under the change-of-mind procedure, provided you notify us within the applicable cancellation period.

Where we have supplied inaccurate compatibility information or sent a product different from the one ordered, it will be treated as an incorrect or not-as-described product.

A custom product manufactured using incorrect measurements supplied by the customer will not normally be refundable unless we failed to manufacture it according to the measurements agreed with us.

Exchanges

We do not currently offer automatic change-of-mind exchanges.

The quickest way to obtain another standard product is normally to return the original product in accordance with this policy and place a new order.

Where a product is faulty, damaged or incorrectly supplied, we may arrange a replacement without requiring you to place another order.

Sale products

Standard products purchased during a sale or with a discount have the same statutory cancellation and return rights as standard products purchased at full price.

Missing refunds

After receiving confirmation that a refund has been processed, please allow your bank or payment provider its normal processing time.

If the refund has not appeared after that period, contact your bank or payment provider first.

You can then contact us at info@reefforge.co.uk with your name, order number and refund details if further assistance is required.

How to request a cancellation, return or refund

Contact:

ReefForge
A trading name of VISION 3D LTD

Email: info@reefforge.co.uk

Registered office:

71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom

Please include your order number in all correspondence.

Do not send a return before contacting us and receiving the appropriate returns address and instructions.

Model Cancellation Form

Complete and return this form only if you wish to cancel an eligible contract. You are not required to use this form and may instead send us any clear statement that you wish to cancel.

To:

VISION 3D LTD trading as ReefForge
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom

Email: info@reefforge.co.uk

I hereby give notice that I wish to cancel my contract for the sale of the following products:

Products:

Order number:

Ordered on:

Received on:

Customer’s full name:

Customer’s address:

Customer’s signature:
Only required when submitting this form on paper.

Date: