Terms & Conditions: Broadheath Bettas
1. About Us
1.1 Broadheath Bettas is a UK-based sole-trader business selling live ornamental fish, aquatic livestock and related products.
1.2 These Terms apply to any goods you buy from Broadheath Bettas, whether you order through our website or arrange a purchase directly with us (for example by WhatsApp, text or telephone). By placing an order with us, you agree to these Terms.
1.3 Nothing in these Terms affects your statutory consumer rights (the rights the law gives you).
Our Commitment to Animal Welfare
1.4 Broadheath Bettas is committed to the responsible keeping, sale and transport of aquatic livestock. We may refuse or cancel a livestock sale if we reasonably believe a suitable home or care may not be available, the animal’s welfare needs may not be met, or the fish cannot be transported safely.
Contents
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Product Information
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Ordering & Payment​
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Delivery Shipping and Collection
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Live Arrival Guarantee
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Acclimatisation & Care
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Returns & Refunds
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Customer responsibility & health after delivery
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Limitation of Liability
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Your Consumer Rights
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Privacy
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VIP Club Membership & Marketing Communications
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Changest to Terms
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Contact Details​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​
2. Product Information
2.1 Every fish is listed individually, with photographs of the specific fish you are buying. Some other livestock, such as invertebrates, may be sold in groups and shown using a representative photograph. Where a photograph is representative rather than of the exact animal supplied, we will make this clear in the listing.
2.2 Where photographs show an individual fish, you will receive that specific fish unless something outside our control makes that impossible. If that happens before we send it, we will contact you to discuss an alternative or give you a full refund for that fish.
2.3 Fish are living animals, so their appearance and behaviour can change naturally between the photograph and delivery — for example, colour intensity or fin posture can vary with lighting, stress and surroundings. This does not affect your legal rights if a fish is not as described, or is not of satisfactory quality, when you receive it.
2.4 Live fish have immediate welfare and transport needs. Frozen fish food and some other products can spoil or go off quickly.
3. Ordering & Payment
3.1 You must be 18 or over to order livestock.
3.2 You pay for orders through our website checkout, or by another payment method we agree with you.
3.3 Paying at checkout does not mean your fish is on its way. Before we send any livestock, we check the fish is fit to travel and Kieran agrees a delivery day with you. Nothing is sent until then.
3.4 The automatic email you receive at checkout confirms we have received your order. For livestock, your order is confirmed when Kieran agrees your delivery day with you — or, for a purchase arranged directly with us, when we confirm it and arrange collection or delivery. For other goods, your order is confirmed when we send them, which we normally do promptly. If anything holds us up — for example, in the rare case an item needs restocking — we will contact you, and you can either wait, choose an alternative, or cancel for a full refund. If a listing contained an obvious pricing mistake, we will contact you before sending anything, and you can choose between the correct price or a full refund.
3.5 Very occasionally we have to decline an order — for example if a fish is no longer fit to travel, if we cannot arrange safe delivery, if a listing or price contained a genuine mistake, or if we believe the fish’s welfare needs may not be met. If that happens, we will refund you in full.
3.6 If we have already accepted an order but an unexpected welfare or transport problem comes up before we send it, we may hold off sending and contact you to make other arrangements. If we cannot reasonably arrange something suitable, we will refund the affected goods.
4. Delivery, Shipping & Collection
4.1 We check every fish before sending it, and only send it if we consider it fit to travel.
4.2 Live fish are sent by a specialist UK courier.
4.3 We normally send live fish Monday to Thursday, for delivery Tuesday to Friday.
4.4 We use a scheduled next-day courier for live fish. We agree every livestock delivery day with you before sending. Kieran will normally contact you by text or email to arrange a suitable day, and nothing is sent until that day is agreed.
4.5 We may hold off sending where weather, courier problems or other circumstances mean we do not think travel is in the fish’s best interests.
4.6 Someone must be available to accept the delivery on the agreed day and on the first attempt.
4.7 You are responsible for giving us complete and accurate delivery details when you order.
4.8 A courier delay or disruption that is not your fault does not, by itself, cancel the Live Arrival Guarantee. If a delivery is delayed, please check the fish as soon as the parcel arrives and, if you need to, follow the Live Arrival Guarantee claim steps.
4.9 Collection (direct purchases). Some purchases are arranged directly with us and collected in person, by arrangement in advance. This is not a shop, so please do not visit without arranging a time. You are welcome to check your fish when you collect it, before taking it. Once you have checked and collected the fish, getting it home safely and its ongoing care are your responsibility — unless a problem was caused by us failing to meet our legal obligations to you. Because you can check the fish before taking it, the Live Arrival Guarantee — which covers courier deliveries — does not apply to fish collected in person. This does not affect your legal rights: a fish must still be as described and of satisfactory quality when we supply it to you.
4.10 We may use your telephone number to contact you by call, text or WhatsApp to arrange or manage delivery of your order. We will not use it for call, text or WhatsApp marketing unless you have separately agreed to receive this.
5. Live Arrival Guarantee (LAG)
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5.1 We want every fish, shrimp and axolotl we send to reach you alive and in good condition, and we pack and dispatch with that as our priority. In the unlikely event that a covered animal arrives deceased (dead on arrival, or “DOA”), our Live Arrival Guarantee sets out what we will do and what we need from you.
5.2 Guarantee details:
5.2.1 Who gives this guarantee: Kieran Hughes, trading as Broadheath Bettas, 16 Huxley Street, Altrincham, WA14 5EL.
5.2.2 Where it applies: the guarantee covers live fish, shrimp and axolotls bought from Broadheath Bettas and delivered by courier within the United Kingdom.
5.2.3 What it covers and how long you have: this guarantee covers whether the animal is alive when it is delivered. You have up to two hours after delivery to make a claim, and the claim must follow the steps below.
5.3 To make a claim under our Live Arrival Guarantee, all of the following must apply:
5.3.1 You accepted delivery at the first attempt.
5.3.2 You opened and checked the parcel straight away when it arrived.
5.3.3 Before opening the transport bag, you photograph the animal inside the sealed, unopened bag, and separately photograph the courier label.
5.3.4 You contact us within two hours of delivery.
5.4 Please tell us as soon as you can. The quickest way to reach us with photographs is WhatsApp on 07521 062789. You can also telephone the same number, email us at broadheath.bettas@outlook.com , or use our website contact form
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5.5 Because each animal is unique and stock varies, an identical replacement is often not possible. Where a claim is valid, we will normally refund the purchase price of the affected animal. If you would prefer, we can offer an alternative animal of the same species or similar value where one is available
5.6 Under our Live Arrival Guarantee, the purchase price of the affected animal is covered. The original courier or delivery charge is not refunded. If you choose an alternative animal, it can normally be included with your next livestock order without adding to that order’s usual delivery charge. If you would prefer it sent separately, the applicable livestock delivery charge will normally apply. This does not affect any rights you may have under consumer law.
5.7 The Live Arrival Guarantee does not apply where:
5.7.1 delivery was missed or delayed because no one was available to receive it on the first attempt;
5.7.2 incorrect or incomplete delivery details were given;
5.7.3 the inner transport bag was opened before the required DOA photographs were taken; or
5.7.4 the animal arrived alive and the concern arose after it was taken out of its transport bag.
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5.8 A delay caused by the courier does not automatically rule out a claim. Where you accepted the first delivery attempt, a covered animal that arrives dead should still be recorded and reported to us following the steps in 5.3 and 5.4.
5.9 If a covered animal arrives alive but you are concerned about its condition after it has been removed from the transport bag, this falls outside our voluntary DOA guarantee. Please contact us promptly and we will still be happy to help with settling-in and care. Your statutory rights are unaffected.
5.10 Before ordering live fish, shrimp or axolotls, you must have a suitable, fully cycled aquarium or other appropriate setup ready, with water conditions and temperature suitable for the animal you are buying. Please follow the relevant Broadheath Bettas care and settling-in guidance.
5.11 This Live Arrival Guarantee is provided in addition to your legal rights, and does not replace or reduce them. Nothing in this guarantee affects your statutory rights, including your rights under the Consumer Rights Act 2015.
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6. Acclimatisation & Care
6.1 Transport bags are made for travel and should not be used to house a fish for any length of time.
6.2 Please follow our current Arrival and Your First Week guidance together with the relevant species care guide.
6.3 The aquarium receiving the fish should be fully cycled, properly maintained, and suitable in temperature, water chemistry, size and surroundings for the species you have bought.
6.4 Once a fish has been moved across, you as the keeper are responsible for its ongoing aquarium conditions and care — unless a problem was caused by us failing to meet our legal obligations to you. This does not remove any legal rights about the condition of the fish when we supplied it.
6.5 Our care guides give practical, species-appropriate care information. We take reasonable care to base our guidance on published evidence, established good practice and our own hands-on experience. Fish are living animals and every situation is different, so no care guide can promise an identical result in every aquarium.
6.6 We can help with care matters such as aquarium setup, water quality, temperature, filtration and settling-in. We are a fish supplier, not a vet. We do not diagnose illness or injury or give treatment advice. If you think a fish may be ill or injured, please seek advice from a vet with experience of fish, or other suitably qualified help where appropriate.
6.7 Please avoid adding aquarium salt, medications or other treatments routinely or “just in case” — clean, stable, species-appropriate water is what matters most. Nothing in our care information affects your statutory consumer rights.
7. Returns & Refunds
7.1 For welfare reasons, please do not try to return or transport a live fish as an ordinary change-of-mind return. If there is a problem with a fish when you receive it, or you think you have a legal right to cancel or return it, please contact us first so we can arrange something appropriate for the animal’s welfare.
7.2 The Live Arrival Guarantee is something we offer in addition to your legal rights. Nothing in these Terms or in the Live Arrival Guarantee affects any legal rights you may have.
7.3 The usual 14-day distance-selling cancellation right does not apply to goods that can spoil or go off quickly, where the law exempts them. This can include perishable goods we sell. Nothing in this clause removes any legal right you have if goods were faulty, damaged, not as described, or otherwise not as they should be under our agreement.
7.4 For most non-livestock, non-perishable goods bought at a distance — including through our website, or where a purchase is agreed by telephone, text, WhatsApp or similar — you can tell us within 14 days of receiving the goods that you want to cancel. You then have a further 14 days to return them. Unless an item is faulty, damaged or wrongly supplied, you pay the cost of returning it. Where the law requires it, we will also refund the basic standard delivery charge.
7.5 If a non-livestock item is faulty, damaged or not what you ordered, please contact us as soon as you can with your order number and, if it helps, photographs. Your rights under the Consumer Rights Act 2015 apply and are not limited by these Terms.
8. Customer Responsibility and Health after Delivery
8.1 Before ordering live fish, please make sure that:
8.1.1 a suitable aquarium is ready for the fish;
8.1.2 the aquarium is fully cycled and properly maintained;
8.1.3 the temperature and water are suitable for the species;
8.1.4 suitable filtration and any other equipment you need are in place; and
8.1.5 you have read the Broadheath Bettas care information we give you or make available for the species, and understand its main care needs.
8.2 We may ask reasonable questions about where and how the fish will be kept, and may decline a sale if we reasonably believe an animal could be put at risk.
8.3 Nothing in this section makes following our post-arrival care guidance a condition of a valid sealed-bag DOA claim under the Live Arrival Guarantee.
9. Limitation of Liability
9.1 Nothing in these Terms limits or removes any liability where the law does not allow us to, and nothing in these Terms affects your statutory consumer rights.
9.2 We are not responsible for losses caused by aquarium conditions, water quality, incompatible livestock or other care matters after delivery, where those losses were not caused by us failing to meet our legal obligations.
9.3 Nothing in these Terms limits or removes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited or removed.
10. Your Consumer Rights
10.1 Nothing in these Terms, our Live Arrival Guarantee or any other policy on our website limits or removes the rights you have as a consumer under UK law.
10.2 In particular, your legal rights to goods that are as described, of satisfactory quality and fit for purpose cannot be removed by these Terms. Our Live Arrival Guarantee adds extra protection; it does not replace those rights.
10.3 Where the law gives you the right to a replacement, we will cover any costs the law requires us to cover, including postage where it applies.
11. Privacy
11.1 We handle personal information in line with our Privacy Policy and UK data-protection law.
11.2 We may use your information where needed for things like processing orders, taking payment, delivery, customer service, keeping records and meeting legal obligations.
11.3 We only send marketing where the law allows and in line with the preferences or consent you have given.
12. VIP Club Membership & Marketing Communications
Broadheath Bettas VIP Club
12.1 Joining the Broadheath Bettas VIP Club is free, and members are never required to buy anything.
12.2 VIP Club benefits may include updates about new livestock, advance notice of incoming stock, early access to selected fish, member offers and promotions, news about new care guides and articles, and other occasional Broadheath Bettas news.
12.3 Joining the VIP Club does not override your marketing choices. We only send marketing by email, text or other electronic means where the law allows and in line with the consent or preferences you have given.
12.4 You can unsubscribe from marketing at any time using the unsubscribe or opt-out option provided, or by contacting us.
12.5 We will contact you to agree a day for your fish delivery, and let you know about any important changes to the arrangements, even if you have opted out of marketing.
12.6 We handle personal information in line with our Privacy Policy.
12.7 We may change or stop future VIP Club benefits. This will not affect rights that have already arisen from a purchase or promotion you have already made.
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13. Changes to Terms
13.1 We may update these Terms from time to time.
13.2 The Terms that apply to an order are the ones in force when you place that order.
13.3 The latest version is always available on our website.
13.4 Last updated 19 August 2026.
14. Who We Are and Contact Details:
Broadheath Bettas is the trading name of Kieran Hughes, sole trader. Business address: 16 Huxley Street, Altrincham, WA14 5EL. Please note: this is not a retail premises and customers should not visit without prior arrangement.
For any questions, email:
or send us a message via the
If urgent, Telephone or Whatsapp : 07521 062789
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