Refunds & Returns Policy

Aquatic Bliss Refunds & Returns Policy

1. Live Fish Returns

Due to the nature of live animals, we do not accept routine returns of live fish once they have been dispatched, delivered, or collected.

This is necessary to protect livestock welfare and to reduce the risk of stress, contamination, and disease transmission.

2. Arrival Issues

If there is a problem with live fish on arrival, you must contact us as soon as possible and within the reporting timeframe stated in our DOA / Arrival Policy.

We may ask for:

• your order number;
• clear photos and/or video;
• images of the unopened bag where relevant;
• a short explanation of the issue.

Claims may be refused if the required reporting process is not followed.

3. What We May Offer for Valid Arrival Claims

Where a genuine and valid arrival issue is confirmed, we may offer one of the following where appropriate:

• a replacement;
• store credit;
• a partial refund;
• a full refund for the affected livestock.

The resolution offered will depend on the circumstances of the claim, stock availability, and the evidence provided.

4. Situations Not Covered

We may not be able to offer a refund, replacement, or credit where issues arise due to circumstances outside our control, including:

• missed delivery or failed first delivery attempt;
• incorrect delivery details supplied by the customer;
• delays caused by the courier after attempted delivery;
• fish being left unattended after delivery;
• incorrect acclimation;
• poor water quality or unsuitable water parameters;
• aggression from tank mates;
• incompatible setups or unsuitable husbandry after arrival;
• stress-related losses occurring after introduction to the aquarium.

5. Change of Mind

We do not accept change-of-mind returns or cancellations for live fish once an order has been prepared for dispatch.

6. Non-Livestock Returns

For dry goods, equipment, or other non-livestock items, returns may be accepted where appropriate, provided that:

• the item is unused;
• the item is in its original condition;
• the item is suitable for resale;
• you contact us within a reasonable time of receiving it.

Return postage for unwanted non-faulty items is the responsibility of the buyer unless otherwise agreed.

7. Faulty, Damaged, or Incorrect Non-Livestock Items

If a non-livestock item arrives faulty, damaged, or incorrect, please contact us promptly with details and clear photos where possible.

Where a claim is confirmed, we may offer:

• a replacement;
• a repair where appropriate;
• store credit;
• a partial or full refund.

8. Postage Costs

Postage and shipping charges are non-refundable unless:

• required by law;
• an item was faulty;
• an incorrect item was supplied;
• we have agreed otherwise in writing.

9. Order Cancellations

If you need to request cancellation of an order, please contact us as soon as possible.

We may be able to cancel an order before dispatch, but once live fish have been prepared, packed, or booked for shipment, cancellation may no longer be possible.

10. Refund Method & Timing

Any approved refund will normally be made using the original payment method unless otherwise agreed.

Please allow a reasonable processing time for refunds to appear, depending on your payment provider.

11. Statutory Rights

Nothing in this Refunds & Returns Policy affects your statutory rights under applicable consumer law.

12. Contact Us

If you have any questions about returns, refunds, or an order issue, please contact us as soon as possible.