Freshwater Aquatica Shop Returns & Refund Policy
Welcome to Freshwater Aquatica Shop. We are committed to providing high-quality freshwater aquarium fish for sale online, aquarium products, and accessories. Due to the delicate nature of live fish and aquatic items, our Returns & Refund Policy is designed to ensure fairness, transparency, and the health of our livestock.
Live Fish Policy (Important)
At Freshwater Aquatica, all live fish are carefully inspected and packaged before shipping. Because we deal with live tropical fish, we do not accept returns on live fish once they have been delivered.
However, we offer a Live Arrival Guarantee (LAG) under the following conditions:
Live Arrival Guarantee Conditions
- You must report any dead-on-arrival (DOA) fish within 2 hours of delivery
- Clear photos or videos must be provided showing the fish in the unopened original packaging
- The shipping bag must remain sealed in the proof provided
- Claims without valid proof may not be eligible for refund or replacement
If all conditions are met, we will offer:
- A replacement fish, or
- A store credit, or
- A partial/full refund (depending on the situation)
Shipping fees are non-refundable.
Non-Live Products (Tanks, Equipment & Accessories)
We accept returns for non-live items such as aquariums, filters, and accessories purchased through our online aquarium fish store.
Return Conditions
- Items must be returned within 7 days of delivery
- Products must be unused, unopened, and in original packaging
- Proof of purchase is required
Non-Returnable Items
- Opened or used products
- Items damaged due to misuse or improper handling
- Perishable or live items
Refund Policy
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
Approved Refunds
- Refunds will be processed within 3–7 business days
- Refunds will be issued to the original payment method or as store credit
Late or Missing Refunds
If you haven’t received your refund yet:
- Check your bank account again
- Contact your payment provider
- Then contact us for further assistance
Order Issues & Damages
If your order arrives damaged (non-live items), please contact us within 24 hours of delivery with:
- Photos of the damaged product
- Photos of packaging
- Order details
We will assess and provide a replacement, store credit, or refund where applicable.
Order Cancellations
- Orders can only be canceled before they are processed or shipped
- Once shipped, cancellations are no longer possible
Shipping Responsibility
Customers must ensure accurate shipping details when placing orders. Freshwater Aquatica is not responsible for:
- Incorrect shipping addresses
- Failed delivery attempts
- Delays caused by courier services
Contact Us
For all return, refund, or order-related inquiries, please contact us:
- Email: info@freshwateraquatica.com
- Website: Freshwater Aquatica – Your trusted exotic fish shop
Final Note
By placing an order with Freshwater Aquatica, you agree to this Returns & Refund Policy. We strive to be the best place to buy exotic fish online, ensuring quality livestock, reliable service, and customer satisfaction.
