Refund and Cancellation Policy  

We are committed to customer satisfaction and offer refunds for valid cases. Please note that shipping charges are non-refundable. Kindly review the specific deal terms before purchasing to understand product or service details.  

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 Cancellation Policy:  

- To cancel an order, contact us via the "Contact Us" link, WhatsApp support, or email.  

- Cancellation requests made later than two business days before the current service period ends will apply to the next service period.  

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 Refund Policy (Effective June 1, 2024)  

 DOA (Dead on Arrival):  

- Standard Delivery (without thermocol box):  

  - 50% of the product price is refunded.  

  - No refund for shipping or packing charges.  

- Tetra Fish Varieties:  

  - No refund for Neon Tetra, Cardinal Tetra, and similar species.  

- Exotic Varieties (Discus, Arowana, Shrimps, etc.):  

  - 40% refund if shipped without thermocol packaging.  

- Thermocol Box Shipping:  

  - 100% refund for DOA on all standard varieties.  

  - 80% refund for exotic varieties.  

Proof Requirement:  

Submit a photo or video of the package within one hour of arrival to qualify for a refund. Failure to do so voids eligibility.  

 Transaction Cancellations:  

- A 2% processing fee applies for canceled transactions and refunds.  

 Resending Options:  

Refunds are prioritized. In cases of DOA or incorrect items, resending may be an option with the customer covering shipping costs unless the error is ours.  

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 Non-Collection and Home Delivery Issues  

- Non-Collected Parcels: Orders are non-refundable if not collected from the courier or refused after courier contact.  

- Home Delivery Unavailability: Prompt collection from the courier location is required in such cases. Delay resulting in fish death voids the refund.  

- Incorrect Address Returns: No refund or replacement will be issued for orders returned due to incorrect address details.  

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 Damages and Issues  

Inspect the order upon receipt. For defective, damaged, or incorrect items, contact us immediately for resolution.  

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 Exceptions / Non-Returnable Items:  

The following are non-returnable:  

- Perishable goods (fish, food, plants).  

- Custom orders.  

- Hazardous materials.  

- Sale items and gift cards.  

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 Refund Process:  

- Refunds will be processed after inspection and approval.  

- Refunds are issued to the original payment method, and processing times vary by bank.  

- Timeframe: Standard refund time is 5-7 working days, but it may differ depending on the payment method.  

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 Cancellation Fee:  

A 2% cancellation fee applies to unshipped orders, including transport.  

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 Additional Notes:  

Refunds will be credited to the original card/bank account used at purchase. For payment gateway transactions, the refund will be processed to the same account.  

This policy ensures transparency and enhances your experience with our services and products.