Live Fish Sales Are Normally Final
All live fish sales are generally final once shipped or collected. We do not accept discretionary returns simply because a buyer changes their mind, no longer wants the fish, or decides it does not suit a pond or tank after delivery.
Live Arrival Support
If a fish arrives dead on arrival or in a clearly critical shipping condition, you must contact us as soon as possible after delivery and no later than 24 hours from receipt.
- Do not discard packaging before contacting us.
- Provide clear photos and video of the sealed bag, fish condition, and shipping label.
- Provide your order number and the exact time delivery was received.
Claims submitted late or without supporting evidence may be declined.
Fourteen-Day Health Window
Where our product listing or sales communication includes a health guarantee, we may review issues reported within 14 days of delivery, provided the fish was acclimated properly and kept in suitable quarantine or pond conditions.
- Water quality must be appropriate and stable.
- The fish must not be mixed immediately with aggressive or visibly sick livestock.
- You may be asked to provide water parameter readings, photos, videos, and husbandry details.
Exclusions
- Stress-related temporary colour change after shipping
- Normal variation in pattern, growth, or development of live koi
- Loss caused by ammonia, temperature shock, poor acclimation, poor filtration, incompatible tank mates, or neglect
- Failure to receive the shipment promptly or leaving live animals unattended after delivery
- Confiscation, delay, or refusal by customs, airline, cargo handler, or destination authority where buyer-side permissions were required
How We May Resolve Approved Claims
If a claim is approved, the remedy is at our discretion and may include replacement, store credit, partial refund, or refund for the affected fish. Shipping charges, permit fees, customs costs, and related third-party expenses may be excluded unless the issue was clearly caused by us.
Accessories and Other Goods
If we sell non-livestock items such as accessories or branded merchandise, those items may be eligible for return only if unused, in original condition, and approved by us in writing within 7 days of receipt. Return shipping for non-defective items is the buyer’s responsibility.
Starting a Claim
Please contact us through the website, WhatsApp, or the contact details shown in the footer. Include your order number, full name, date received, and supporting photos or video so we can review the issue quickly.