Refund and Return Policy for ArowanaFishSale.com
Effective Date: 2025
At Arowanafishsale.com, we are committed to providing you with healthy, high-quality Arowana fishes and ensuring your complete satisfaction. Due to the nature of our products (live animals), our refund and return policy is tailored to balance customer satisfaction with the well-being of our fishes. Please read this policy carefully before making a purchase.
1. Health Guarantee
We take great care to ensure that every Arowana fish we ship is healthy and in excellent condition. However, if your fish arrives in poor health or does not survive due to shipping stress, we offer the following guarantees:
- 24-Hour Health Guarantee:
If your fish arrives deceased or in poor health, you must notify us within 24 hours of delivery. Please provide clear photos and a detailed description of the issue. Once verified, we will offer a replacement or refund (excluding shipping costs).
2. Returns and Exchanges
Due to the delicate nature of live animals, we do not accept returns or exchanges for Arowana fishes unless there is a valid health-related issue (as outlined above). If you receive the wrong fish or there is a mistake in your order, please contact us immediately, and we will resolve the issue promptly.
3. Refund Eligibility
Refunds are issued under the following circumstances:
- Deceased or Unhealthy Fish:
If your fish arrives deceased or in poor health, and you notify us within 24 hours with proper documentation, we will issue a full refund (excluding shipping costs) or send a replacement. - Order Cancellation:
If you cancel your order before it is shipped, you will receive a full refund. Once the order has been shipped, cancellations are not possible due to the live nature of our products. - Shipping Errors:
If we ship the wrong fish or there is an error in your order, we will cover the cost of return shipping and provide a replacement or refund.
4. Non-Refundable Items
The following items or situations are not eligible for refunds or returns:
- Change of Mind:
We do not accept returns or offer refunds if you simply change your mind about your purchase. - Improper Care:
If the fish becomes ill or dies due to improper care, tank conditions, or failure to follow our care instructions, we cannot issue a refund. - Shipping Delays:
While we take every precaution to ensure timely delivery, we are not responsible for delays caused by shipping carriers or unforeseen circumstances (e.g., weather, customs).
5. How to Request a Refund or Replacement
To request a refund or replacement, please follow these steps:
- Contact Us:
Email us at [Insert Email Address] or call us at [Insert Phone Number] within 24 hours of receiving your order. Provide your order number and a detailed description of the issue. - Provide Documentation:
Include clear photos or videos of the fish and its condition, as well as any other relevant documentation. - Wait for Verification:
Our team will review your request and respond within 1-2 business days. If approved, we will process your refund or ship a replacement.
6. Shipping Costs
Replacements: We will cover the cost of shipping for replacement fish in cases where the issue is our responsibility.
Refunds: Shipping costs are non-refundable unless the error is on our part (e.g., wrong fish shipped).