Refund policy

Returning dry goods.

You are entitled to a refund or replacement if either unwanted and returned in original condition or it is faulty or fails within the time period that the item is warranted. You may raise a discrepancy if your product arrives damaged but we would need proof of damage in the packaging it was sent in to receive either a refund or replacement. Should the product be raised as damaged after its initial arrival time we will assume it has happened since delivery so please ensure you check your product carefully before hand as we will accept no responsibility for wear and tear or damages. If it is faulty wear and tear we will raise a claim. However, if we deem it to be general wear and tear we will not cover the expenses but will be happy to help suggest what is needed to help solve the problem or avoid a similar scenario in future.

DOA claims, quality claims relating to livestock.

Once you receive your fish we will need you to check their condition carefully as once they are unbagged and free roaming in your aquarium, we feel we have achieved our role in getting healthy fish to you. If you feel the fish isn't healthy please video or photo the fish in its' packaging or in a glass/jug/container for better viewing and describe the problems you see. You can send the image or video over using messenger on our facebook page or via whatsapp to 07821645099 for us to respond and make contact to provide a solution.

If the fish has unfortunately passed away during transit we require a photo of the fish laid out on a surface such as the box lid. With this evidence we will provide either a refund for the fish or a replacement with your next order. Whichever you prefer. If all the fish you ordered are DOA which is very rare and unfortunate but it can happen then you will also be refunded your postage. We urge that you give as much evidence as you can via messenger or whatsapp to help us improve our services or contact the courier if we feel they were mishandled by them. This evidence will promote a speedy response and swifter resolution. Failure to provide evidence may result in your claim being dismissed, ensure you add your name and order number to your evidence to help with immediate responses. 

Please note we cannot offer refunds or exchanges If the livestock has arrived healthy and the only issue with them is you aren't happy with how they look. we urge you to contact us before ordering any livestock so that we can offer photos of videos of the actual stock you shall receive. We need to receive confirmation you are happy with the choices we offer as it is unfair for the fish to be unwanted because of preferences. We understand preferences are a must as they are ornamental fish and you want to receive the best which we assure you we only send quality fish. to avoid disappointment when it comes to colour, size or shape then we urge you to come in-store or reach out to us so we can send you media of what there is to offer.