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Dry Goods Orders;
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted we will send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Damages and issues Please inspect your order upon reception and contact us immediately (within 2 hours) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items Certain types of items cannot be returned, like perishable goods (such as foods and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Livestock Returns Policy:
Returns are NOT accepted on all live stock. This includes invertebrates, corals, fish etc.
We cannot be responsible if you have ordered the wrong item for your aquarium, therefore we strongly recommend you do your homework before purchasing.
Arrive Alive Guarantee Policy:
We have close to a 99% success rate on our livestock shipping due to our picking and packing techniques.
However, the unfortunate event that an item is dead on arrival you must follow the below procedure to prevent your claim from being decline.
You must make contact with us via email within 2 hours of receiving your order.
You must send us a clear photo of the livestock in the original bag still sealed. The photo must be clear and show the entire bag.
You must then send a clear video via WhatsApp or email of the livestock in the original bag still sealed showing no movement. If sending media through WhatsApp, please include your name and order number.
This allows us to review your claim and refund accordingly. Due to the nature of your purchase, should you not make contact within 2 hours, refund claims will not be considered.
Once your claim has been processed a refund will be honoured for the cost of the item EXCLUDING the cost of postage within 72 hours.
Please note that the acclimatisation process and how the livestock settle into your aquarium is your responsibility as this is out of our hands. There are a number of factors out of our control such as
Existing fish becoming aggressive towards your new additions
Incorrect water parameters - PH / Ammonia / Nitrite Levels.
Incorrect acclimatisation process carried out, introduced livestock too soon which will cause too much stress to the livestock.
Therefore we are unable to cover the livestock once they have been delivered and introduced into your aquarium.
Refunds will NOT be considered if you miss delivery and your order is taken to the sorting office. Returns are not accepted on livestock.
We strongly recommend that you quarantine any new additions before introducing to your main tank. As with any livestock, we cannot be 100% sure of their condition once they leave us, therefore you should always carry out your own quarantine process and monitor the livestock closely before you make the decision to introduce the livestock to your main aquarium.
Should you have any questions, please contact us and we will be happy to help.
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Free delivery on all orders over £75*
*Available to all orders exclusive of livestock
Arrive Alive Guarantee*
See terms & conditions for more information.
We strive to offer the best before & after care possible
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