If you are reviewing the policy ahead of placing your order then thank you. 

We like to be as clear and transparent as we can at the Online Tank Store. That is why we make our returns policy visible on every product page as well as in the footer of our website. Clear policies are essential to ensuring mutual understanding and hopefully a satisfied customer.

Whilst we like to think our customers are happy with the products and services provided from our site, we do understand that sometimes, things can go a little off course. Therefore, we have detailed below what is eligible for a refund and the process for a refund or exchange.

Due to the size and weight of the items that we sell on our site, returns can be expensive. Before purchasing, please ensure the product you order is the correct size & suitable for your specific use. If you need further guidance or support, do not hesitate to get in touch and we will be happy to help. 

NOTE – Returns must be requested within 30 days of the goods arrival otherwise the item/s will not be accepted back.

All standard tanks (i.e. no customisation) are returnable but return shipping back to the factory is to be paid by the customer. Please ensure the item has been adequately wrapped to ensure the products are returned in the same condition they arrived. This means the products must be unused and as new, in A1 condition. Once they have been inspected, a refund will be issued minus the shipping cost of the original order plus up to 20% re-stocking charge including VAT for the items. If the product arrives in a sub-standard condition, a further restocking charge may be chargeable. It is advised to take a picture of the goods both before wrapping for transit and also once wrapped to provide evidence of the condition if required.

If the product is believed to be faulty, a full refund or replacement will be given once the product has been inspected.

Unfortunately, we are unable to accept returns of customised tanks. An order is considered ‘custom’ when a non-standard configuration or a colour other than ‘natural’ is requested. This also includes the additional or removal of outlets/lids. Custom orders are NOT eligible for return so please ensure the product is what you require before ordering.

Please use the returns form on this page or alternatively, send an email to [email protected] with your order number, contact information, product(s) & reason for return. A member of the team will reply within 1 working day.

PLEASE NOTE – Returns are not accepted at our registered address. Once you have completed the returns form and a return has been agreed, you will be sent the forwarding information for the item.

Please ensure returned items are appropriately packaged. If the products arrive damaged due to incorrect packing, the 20% restocking charge will be applied and depending on the damage, this could be increased up to 50% of the order value.

Once the products have been returned and we have confirmation that they have been returned in the same condition as they were sent in, a refund will be processed based on the criteria above. This will be issued back via the payment method used for the original order. The length of time before the refund reaches you will depend on the provider used. 

An exchange is possible and the 20% restocking charge is waivered in this case. However, return shipping back to the factory is to be paid by the customer.

NOTE – Exchanges must be requested within 30 days of the goods arrival otherwise the item/s will not be accepted back.

Please ensure the item has been adequately wrapped to ensure the products are returned in the same condition they arrived. If the products arrive damaged due to incorrect packing, the 20% restocking charge will be applied and depending on the damage, this could be increased to 50% of the order value. Once they have been inspected, a new order will be created for the replacement products and if there is a difference in value between the original order and the exchange item, this will be invoiced to you for payment, or credited as appropriate. Please note you will be required to pay the shipping charge for the exchanged item.

As above, please use the returns form on this page or alternatively, send an email to [email protected] with your order number, contact information, product(s) & reason for return. A member of the team will reply within 1 working day.

PLEASE NOTE – Returns are not accepted at our registered address. Once you have completed the returns form and a return has been agreed, you will be sent the forwarding information for the item.

Request a return