Refund policy
🌿 Live Arrival Guarantee
We strive to ship only the healthiest aquatic plants and live fish and products. Since these are living organisms, occasional "Dead On Arrival" (DOA) incidents may occur. This policy outlines the steps required to receive a refund for dead plants and live fish.
1. Scope of Policy
This policy applies specifically to the refund for Dead On Arrival (DOA) aquatic plants, live fish & Invertebrates It does not cover dry goods or products that are not living.
2. RETURNS (DOA – Dead on Arrival)
All claims must meet the following strict conditions:
Timing: The claim must be submitted on the day of delivery within 1 hour of delivery.
Refund requests will not be accepted once the fish are removed from the packing bags.
Shipping charges are non-refundable.
No Refund for DOA (Dead on Arrival): We do not offer refunds for DOA cases for (Live Fishes & Invertebrates ) DOA claims will not be accepted if shipped via standard courier service
DOA claims are applicable only for transport via Bus or Train.
Proof: You must provide clear photographic and video evidence as detailed below, no more than one (1) hours after the confirmed delivery time (as tracked on the courier company's website).
3. Required Documentation for Claim
To process a DOA claim, you must provide clear evidence that allows us to identify and count the dead Plants, Fish & etc
Photo/Video 1: Clear photo and video of the dead plants or fish still sealed inside the original shipping bag.
Photo/Video 2: Clear photo and video of the dead plants or fish immediately outside the bag.
4. Refund Method and Terms (Dead On Arrival Refund)
If your claim is approved, the following terms apply:
Refund Type: If approved, you will be automatically refunded to your original payment method.
Non-Refundable Costs: Shipping, handling, and packaging costs are strictly non-refundable.
Processing Time: The refund will be processed within 5-7 working days. Please note that it can take additional time for your bank or credit card company to post the refund to your account.
We will notify you once we’ve received and inspected your claim, and let you know if the refund was approved or not.