Thank you for reviewing our policy before placing your order.

At Online Tank Store, we aim to be clear and transparent. That’s why our Returns Policy is visible on every product page and in the footer of our website. Clear policies help ensure mutual understanding and a satisfying customer experience.

While we hope you are completely happy with your products and services, we understand that sometimes things don’t go as planned. Below, we explain what is eligible for a refund or exchange and the process to request one.

  • Standard tanks (no customisation) are returnable.

    • Return shipping to the factory is paid by the customer.

    • Items must be unused, as new, and in A1 condition, adequately wrapped to prevent damage.

    • Refunds are issued minus the original shipping cost and up to 20% restocking charge (Plus VAT).

    • If the product arrives in sub-standard condition, an additional restocking charge up to 50% may apply.

  • Faulty products: A full refund or replacement will be provided after inspection.

  • Custom tanks are non-returnable.

    • An order is considered custom if:

      • A non-standard configuration is selected

      • A colour other than ‘natural’ is requested

      • Additional or removed outlets/lids are specified

    • Custom orders cannot be returned, so please ensure your order is correct before purchasing.

Note: Returns must be requested within 30 days of goods arrival. Requests after this period will not be accepted.

  1. Use the returns form on this page, or

  2. Email contact@onlinetankstore.co.uk with:

    • Order number

    • Contact information

    • Product(s) and reason for return

A member of the team will reply within 1 working day.

Important: Returns are not accepted at our registered address. Once a return has been agreed, you will be sent the correct forwarding instructions.

  • Ensure items are appropriately packaged.

  • If goods arrive damaged due to poor packing, the 20% restocking charge will apply, and depending on the damage, it may increase to 50%.

  • Refunds are processed once products are inspected and confirmed in the original condition.

  • Refunds are returned via the original payment method, and processing times depend on your bank or payment provider.

We do not offer direct exchanges, If you would like a different product, please place a new order.

Request a return