Customer Service

Postage & Delivery

Finest Filters offers free postage on all products on our website - regardless of the amount spent. Please note, free delivery is available for UK customers only.

We welcome customers from outside of the UK; however, a delivery charge will be incurred to cover the extra cost of sending items via airmail. This charge will be automatically applied at the checkout stage.

Delivery will take place by Royal Mail. Our UK orders are posted by second class standard post. Should you require a higher priority service, please contact us.

We have a business collection by Royal Mail from our premises at 3pm every weekday, therefore orders placed before 2pm are posted the same day. Orders placed at weekends will not be sent until the next working day.

Please allow up to 5 working days for delivery of your goods.

Privacy & Security

Finest Filters, whose place of business is: Unit 16 Montague Road, Widnes, WA8 8FZ, United Kingdom, knows that you care how information about you is used and shared and we appreciate your trust in us to do that carefully and sensibly. This notice describes our privacy policy and forms part of our website terms and conditions ("Website Terms").

By accepting our Website Terms or by visiting www.finest-filters.co.uk ("the Website") you are accepting and consenting to the practices described in this Privacy Policy.

The Website is brought to you by Finest Aquatics LTD, which is a trading name of Finest Filters. Finest Filters believes it is important to protect your Personal Data (as defined in the Data Protection Act 1998) and we are committed to giving you a personalised service that meets your needs in a way that also protects your privacy. This policy explains how we may collect Personal Data about you. It also explains some of the security measures we take to protect your Personal Data, and tells you certain things we will do and not do. You should read this policy in conjunction with the Website terms and conditions.

Some of the Personal Data we hold about you may be 'sensitive personal data' within the meaning of the Data Protection Act 1998.

1.Collecting Information

We may collect Personal Data about you from a number of sources, including the following:

1.1.From you when you agree to order a product from us, in which case this may include your contact details, address details and how you will pay for the product.

1.2.From you when you contact us with an enquiry or in response to a communication from us, in which case, this may tell us something about how you use our services.

2.Using Your Personal Information

2.1.Personal Data about our customers is an important part of our business and we shall only use your Personal Data for the following purposes and shall not keep such Personal Data longer than is necessary to fulfil these purposes:

2.1.1.To help us to identify you when you contact us.

2.1.2.To help us to identify accounts, and/or products which you could have from us or selected partners from time to time. We may do this by automatic means using a scoring system, which uses the Personal Data you have provided and/or any information we hold about you and Personal Data from third party agencies (including credit reference agencies).

2.1.3.To help us to administer and to contact you about improved administration of any accounts, services and products we have provided before, do provide now or will or may provide in the future.

2.1.4.To allow us to carry out marketing analysis and customer profiling (including with transactional information), conduct research, including creating statistical and testing information.

2.1.5.To help to prevent and detect fraud or loss.

2.1.6.To allow us to contact you in any way (including mail, email, telephone, visit, text or multimedia messages) about products offered by us and selected partners unless you have previously asked us not to do so.

2.1.7.To keep you up to date with our member benefit scheme under which, as part of your membership benefits, we will give you membership information and details of discounts and offers we negotiate from time to time on behalf of our members. If you do not wish to receive this benefit, please write to our Data Protection Manager at the address given in clause 7 below.

2.1.8.We may monitor and record communications with you (including phone conversations and emails) for quality assurance and compliance.

2.1.9.We may check your details with fraud prevention agencies. If you provide false or inaccurate information and we suspect fraud, we will record this.

2.2.We will not disclose your Personal Data to any third party except in accordance with this Privacy Policy.

2.3.We may allow other people and organisations to use Personal Data we hold about you in the following circumstances:

2.3.1.If we, or substantially all of our assets, are acquired or are in the process of being acquired by a third party, in which case Personal Data held by us, about our customers, will be one of the transferred assets.

2.3.2.If we have been legitimately asked to provide information for legal or regulatory purposes or as part of legal proceedings or prospective legal proceedings.

2.3.3.We employ companies and individuals to perform functions on our behalf and we may disclose your Personal Data to these parties for the purposes set out in clause 2.1 or, for example, for fulfilling orders, delivering packages, sending postal mail and email, removing repetitive information from customer lists, analysing data, providing marketing assistance, providing search results and links (including paid listings and links) and providing customer service. Those parties are bound by strict contractual provisions with us and only have access to Personal Data needed to perform their functions, and may not use it for other purposes. Further, they must process the Personal Data in accordance with this Privacy Policy and as permitted by the Data Protection Act 1998. From time to time, these other people and organisations to whom we may pass your Personal Data may be outside the European Economic Area. We will take all steps reasonably necessary to ensure that your Personal Data is treated securely and in accordance with this Privacy Policy and the Data Protection Act 1998.

2.4.Where you give us Personal Data on behalf of someone else, you confirm that you have provided them with the information set out in this Privacy Policy and that they have not objected to such use of their Personal Data.

2.5.In connection with any transaction which we enter into with you:

2.5.1.We, and other companies in our group, may carry out credit and fraud prevention checks with one or more licensed credit reference and fraud prevention agencies. We and they may keep a record of the search. Information held about you by these agencies may be linked to records relating to other people living at the same address with whom you are financially linked. These records will also be taken into account in credit and fraud prevention checks. Information from your application and payment details of your account will be recorded with one or more of these agencies and may be shared with other organisations to help make credit and insurance decisions about you and members of your household with whom you are financially linked and for debt collection and fraud prevention. This includes those who have moved house and who have missed payments.

2.5.2.If you provide false or inaccurate information to us and we suspect fraud, we will record this and may share it with other people and organisations. We, and other credit and insurance organisations, may also use technology to detect and prevent fraud.

2.5.3.If you need details of those credit agencies and fraud prevention agencies from which we obtain and with which we record information about you, please write to our Data Protection Manager at Finest Filters, Unit 16 Montague Road, Widnes, WA8 8FZ, United Kingdom
.

3.Protecting Information

We have strict security measures to protect Personal Data. Please note: Credit/Debit card information is NOT stored by ourselves, and will need to re-entered for future orders.

3.1.We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) encryption software, which encrypts information you input.

3.2.We reveal only the last four digits of your credit card numbers when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing.

3.3.We maintain physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of personally identifiable customer information. Our security procedures mean that we may occasionally request proof of identity before we disclose personal information to you.

3.4.It is important for you to protect against unauthorised access to your password and to your computer. Be sure to sign off when you finish using a shared computer.

4.The Internet

4.1.If you communicate with us using the Internet, we may occasionally email you about our services and products. You can always send us an email (at the address set out below) at any time if you change your mind.

4.2.Please remember that communications over the Internet, such as emails and webmails (messages sent through a website), are not secure unless they have been encrypted.

4.3.We may use 'cookies' to monitor how people use our site. This helps us to understand how our customers and potential customers use our website so we can develop and improve the design, layout and function of the sites. A cookie is a piece of information that is stored on your computer's hard drive through your browser, to recognise your browser and which records how you have used a website. This means that when you go back to that website, it can give you tailored options based on the information it has stored about your last visit. You can normally alter the settings of your browser to prevent it from accepting cookies.

4.4.If you do not want us to use cookies in your browser, you can set your browser to reject cookies or to tell you when a website tries to put a cookie on your computer. However, you may not be able to use some of the products or services on our website without cookies.

5.Turning Off Cookies in Different Browsers

The Help menu on the menu bar of most browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie and how to disable cookies altogether. Additionally, you can disable or delete similar data used by browser add-ons, such as Flash cookies, by changing the add-ons settings or visiting the website of its manufacturer.

6.Links

6.1.The Website may include third-party advertising and links to other websites. We do not provide any personally identifiable customer Personal Data to these advertisers or third-party websites.

6.2.These third-party websites and advertisers, or Internet advertising companies working on their behalf, sometimes use technology to send (or "serve") the advertisements that appear on the Website directly to your browser. They automatically receive your IP address when this happens. They may also use cookies, JavaScript, web beacons (also known as action tags or single-pixel gifs), and other technologies to measure the effectiveness of their ads and to personalise advertising content. We do not have access to or control over cookies or other features that they may use, and the information practices of these advertisers and third-party websites are not covered by this Privacy Policy. Please contact them directly for more information about their privacy practices. In addition, the Network Advertising Initiative offers useful information about Internet advertising companies (also called "ad networks" or "network advertisers"), including information about how to opt-out of their information collection.

6.3.We exclude all liability for loss that you may incur when using these third party websites.

7.Further Information

7.1.If you would like any more information or you have any comments about our Privacy Policy, please either write to us at Data Protection Manager, Finest Filters, Unit 16 Montague Road, Widnes, WA8 8FZ, United Kingdom
, or email us at info@finest-filters.co.uk.

7.2.We may amend this Privacy Policy from time to time without notice to you, in which case, we will publish the amended version on the Website. You confirm that we shall not be liable to you or any third party for any change to this Privacy Policy from time to time. It is your responsibility to check regularly to determine whether this Privacy Policy has changed.

7.3.You can ask us for a copy of this Privacy Policy and of any amended Privacy Policy by writing to the above address or by emailing us at info@finest-filters.co.uk. This Privacy Policy applies to Personal Data we hold about individuals. It does not apply to information we hold about companies and other organisations.

7.4.If you would like access to the Personal Data that we hold about you, you can do this by emailing us at info@finest-filters.co.uk or writing to us at the address noted above.

7.5.We aim to keep the Personal Data we hold about you accurate and up to date. If you tell us that we are holding any inaccurate Personal Data about you, we will delete it or correct it promptly. Please email us at info@finest-filters.co.uk or write to us at the address above to update your Personal Data.

If you have any questions with regard to our Privacy Policy, please contact us.

Returns & Replacements

At Finest-Filters, we have a simple return policy - We trust you will be extremely pleased with your purchase from us. However, if you are unsatisfied or change your mind about a purchase, we have a 'no questions asked' returns policy. All customers are entitled to a refund of the item amount paid minus actual postage costs. We do, however require all products to be returned to us within 14 working days first, at the customers cost.

Please ensure an appropriate level of compensation insures the item whilst in transit, as we can't accept liability for losses of returns in the post. Once we receive the item back in its original condition, we will then refund the item amount minus our postage cost paid, using the same method used to complete the transaction. We believe customer service and satisfaction should be one of our top priorities.

When returning products, if possible, please ensure that the origional invoice supplied with your order is enclosed. Without this, we will be unable to immediately process your refund. Please return products to:

Finest Filters, Unit 16 Montague Road, Widnes, WA8 8FZ, United Kingdom
.

Terms and Conditions

1.1. This document (together with any documents referred to in it) tells you the terms and conditions upon which we sell and supply the goods (the Goods) listed on this website (the 'Website') to you.

1.2.Before confirming your order please:

1.2.1.Read through these terms and conditions (the 'Conditions') and in particular our cancellations and returns policy at clause 12. and limitation of our liability and your indemnity at clause 16.

1.2.2.Print a copy for future reference.

1.2.3.Read our privacy policy regarding your personal information.

1.3.By ordering any of the Goods listed on this Website, you agree to be legally bound by these Conditions. You will be unable to proceed with your purchase if you do not accept these terms and conditions as may be modified or amended and posted on this Website from time to time.

1.4.We reserve the right to revise and amend the Website, our disclaimers and the Conditions at any time without notice to you. Your continued use of the Website (or any part thereof) following a change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether we have changed these Conditions.

2. About Us

2.1.This Website is owned and operated by Finest Aquatics LTD ('we'/'us'/'our') of Unit 16 Montague Road, Widnes, WA8 8FZ, United Kingdom
.

3. Communications

3.1.You agree that email and other electronic communications can be used as a long-distance means of communication and acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing.

3.2.We will contact you by email or provide you with information by posting notices on our Website.

3.3.We reserve the right to contact all customers with regard to special offers or products/promotions which we feel may be of interest to yourself, regardless of whether the newsletter option has been enabled during account subscription.

4.Overseas Orders

4.1.Our Website is intended for use by customers worldwide.

4.2.We can, in our sole discretion, accept orders from individuals located outside the United Kingdom and ship overseas subject to you paying for the additional shipping or postage costs. You will have an opportunity to cancel your order in case these costs are not acceptable. The overseas postage costs are made clear during the checkout stage. This price is dependant on location, and the total weight of items placed in the shopping cart.

4.3.If we agree to supply any Goods ordered from the Website for delivery outside the United Kingdom, they may be subject to import duties and/or additional taxes or expenses incurred due to complying with foreign regulatory requirements or laws. You will be responsible for payment of any such duties and/or taxes in addition to our price including the cost of delivery. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office or taxation authority for further information before placing your order.

4.4.Please note that when shipping products internationally, you should be aware that cross-border shipments are subject to opening and inspection by customs authorities. Please also note that you must comply with all applicable laws and regulations of the country for which the Goods are destined. We will not be liable for any breach by you of any such laws.

5.Registration

5.1.When registering on the Website you must choose password, your email address will also be required for login. You are responsible for all actions taken under your chosen account details.

5.2.By registering on the Website you undertake:

5.2.1.That all the details you provide to us for the purpose of registering on the Website and purchasing the Goods are true, accurate, current and complete in all respects

5.2.2.To notify us immediately of any changes to the information provided on registration or to your personal information

5.2.3.That you are over 18 years of age, or if under 18 you have a parent or guardian's permission to register with and purchase the goods from this Website in conjunction with and under their supervision

5.2.4.To only use the Website using your own email and password

5.2.5.To make every effort to keep your password safe

5.2.6.Not to disclose your password to anyone

5.2.7.To change your password immediately upon discovering that it has been compromised

5.2.8.To neither transfer or sell your account or password to anyone, nor permit, either directly or indirectly, anyone other than you to use them

5.3.You authorise us to transmit your name, address and other personal information supplied by you (including updated information) to obtain information from third parties about you, including, but not limited to, credit reports and so that we may authenticate your identity

5.4.We reserve the right to terminate an agreement formed with you pursuant to clause 9 below and to suspend or terminate your access to the Website immediately and without notice to you if:

5.4.1.You fail to make any payment to us when due

5.4.2.You breach these Conditions (repeatedly or otherwise)

5.4.3.You are impersonating any other person or entity

5.4.4.When requested by us to do so, you fail to provide us within a reasonable time with sufficient information to enable us to determine the accuracy and validity of any information supplied by you, or your identity

5.4.5.We suspect you have engaged, or are about to engage, or have in anyway been involved, in fraudulent or illegal activity on the Website

6. Eligibility to Purchase from the Website.

6.1.To be eligible to purchase the Goods on this Website and lawfully enter into and form contracts with us, you must:

6.1.1.Be 18 years of age or over

6.1.2.Be legally capable of entering into a binding contract

6.1.3.Provide full details of a delivery address in the United Kingdom or the European Economic Area (if you reside in the EEA)

6.2.If you are under 18, you may only use the website in conjunction with, and under the supervision of, a parent or guardian. If you do not qualify, you must not use our Website.

7. Price

7.1.The prices of the Goods are quoted on the Website. Our prices are inclusice of VAT.

7.2.Prices quoted include free delivery in the United Kingdom unless otherwise specified.

7.3.Unless otherwise stated, the prices quoted include delivery costs and include VAT at the standard rate. (Finest Aquatics LTD are VAT registered). A VAT invoice can be requested via email if required for your order. Our VAT registration number is GB 125156436.

7.4.We reserve the right, by giving notice to you at any time before delivery or performance of our obligations to you, to increase the price of the goods to reflect any increase in the cost to us due to any factor beyond our control (such as without limitation, any foreign exchange fluctuation, significant increase in the costs of labour, materials or other costs of manufacture). In the unlikely event of this occurring, you shall be entitled to cancel the order at any time before delivery.

8. Payment

8.1.Payment can be made by any major prepay, credit or debit card or through an electronic payment account as explained on the order form. We are also happy to accept payment via PayPal.

8.2.By placing an order, you consent to payment being charged to your prepay/debit/credit card or PayPal account or electronic payment account as provided on the order form.

8.3.Payment will be debited and cleared from your account before the dispatch of the goods to you.

8.4.When you pay for your order by card, we carry out certain checks which include obtaining authorisation from your card issuer to ensure you have adequate funds and for security reasons. This may involve validating your name, address and other personal information supplied by you during the order process against appropriate third party databases including the card issuer, registered credit reference agencies and fraud prevention agencies.

8.5.By accepting these Conditions you:

8.5.1.Undertake that all the details you provide to us for the purpose of purchasing the goods are correct and that the payment card you are using is your own and that there are sufficient funds to cover the cost of the goods ordered.

8.5.2.Undertake that any and all goods ordered by you are for your own private or domestic use only and not for resale

8.5.3.Authorise us to transmit the payment and delivery information provided by you during the order process (included any updated information) for the purpose of obtaining authorisation from your card issuer to ensure you have adequate funds, to authenticate your identity, to validate your payment card and for other security reasons, such as fraud prevention

8.6.We shall contact you should any problems occur with the authorisation of your card.

8.7.We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part, we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from our Website.

9. Order Process, and formation of a contract.

9.1.All orders are subject to acceptance and availability. If any Goods ordered are not available, you will be notified by email and you will have the option either to wait until the item is available or to cancel your order. It is your responsibility to provide us with a valid email address so that we can contact you if necessary.

9.2.Any order placed by you constitutes an offer to purchase the Goods from us. All such offers received from you are subject to acceptance by us and we reserve the right to refuse any order placed by you at any time prior to acceptance, without providing an explanation.

9.3.You shall be responsible for ensuring the accuracy of the details provided by you during the order process and we will not accept an order unless all details requested from you have been entered correctly.

9.4.You agree that if we contact you to acknowledge receipt of your order such communication shall not amount to our acceptance of your offer to purchase the Goods ordered by you from the Website.

9.5.A contract between you and us (the 'Contract') incorporating these Conditions will only subsist after we have debited your payment card and have confirmed that we have dispatched the Goods. We will send you an email to confirm this (a 'Confirmation Notice').

10. Customer Reviews.

10.1. Our website allows users to submit reviews regarding their order, after delivery of their goods. All reviews are moderated prior to being published on this website.

10.2. In order to submit a review, you must have made a purchase from Finest Filters (either through its own website - www.finest-filters.co.uk, or one of its Marketplace outlets), and provide an honest and truthful review of the product, and services received.

10.3. As well as a Main Review, customers are also requested to provide a brief review which should summarise the main review.

10.4. In addition, customers are required to rate four different areas of service. These areas include: 1. Postage and Packaging (the postage price charged and the packaging used for the delivery) 2. Value for Money (in the customers own opinion, the value for money the product represents). 3. Quality of Goods (in the customers own opinion, the quality of the good supplied in this instance). 4. Order Processing (the time taken to process the order, from ordering to delivery, including time to dispatch by Finest Filters. These ratings are entered on a scale of 1-5 stars. 1 star being the worst rating, and 5 stars being the best.

10.5. Finest Filters shall not be in any way responsible or liable for reliance by users on any information that is obtained from this website and Finest Filters does not make any representation or warranty, either express or implied as to the accuracy or reliability of any information or content that is published on this website. Publication of these reviews and their content does not signify that Finest Filters agrees with the views and content given.

10.6. Finest Filters reserves the right not to publish reviews, to amend content of reviews at any time and to remove reviews from this website without notice.

If you have any questions with regard to our terms and conditions, please contact us.

Use of Compatible Filters

Finest Filters manufacture compatible filters for many different models of aquarium filters. These filters are not original spare parts, and we are legally abliged to inform customers that the purchase and subsequent use of compatible filters within your filter unit may invalidate your original filter warranty. Finest Filters accepts no liability for damage caused to your equipment due to the direct use of our compatible filters.

All Brand Names & Trade Marks mentioned on this website are the properties of their respective holders and are referred to here for descriptive purposes only. We are not associated with any filter and/or original aquarium filtration supplies manufacturer. If you have any questions, please contact us.