Refund policy
Refund Policy
Thank you for shopping with Aqua Breeding Skill. This Refund Policy explains how we handle returns, refunds, replacements, damaged items, wrong items, and DOA (Dead on Arrival) claims.
If you have any issue with your order, please contact us at info@aquabreedingskill.com as soon as possible. Always include your order number, clear photos or videos, and a short description of the problem.
Live Animals and Live Aquarium Plants
Due to the nature of live animals and live aquarium plants, these products cannot be returned after delivery.
Live animals and live aquarium plants are sensitive to transport conditions, temperature, handling, unpacking, and acclimation. For this reason, all issues with live animals or live plants must be reported immediately after delivery and must follow the requirements below.
DOA Claims
DOA means “Dead on Arrival”.
If live animals or live aquarium plants arrive dead or in clearly unacceptable condition, please contact us within 2 hours after delivery.
To process a DOA claim, we require:
- your order number;
- clear photos or videos of the unopened transport bag or original packaging;
- clear photos or videos showing the affected animals or plants;
- a short description of the issue.
Please do not dispose of the animals, plants, bags, or packaging until we have reviewed your claim.
Claims submitted after the 2-hour window, or claims submitted without clear photos or videos, may be refused.
If your DOA claim is approved, we may offer one of the following solutions:
- replacement of the affected item;
- store credit;
- refund for the affected item.
Shipping costs are normally not refunded unless the issue was caused by an error on our side.
Care and Acclimation Responsibility
The customer is responsible for receiving the package on time, unpacking it carefully, and acclimating live animals or plants correctly.
We are not responsible for losses caused by:
- missed delivery attempts;
- delays caused by the customer not being available to receive the package;
- an incorrect or incomplete delivery address provided by the customer;
- improper unpacking or acclimation;
- unsuitable aquarium or water conditions after delivery;
- failure to follow our care or acclimation instructions.
Wrong Items
If you receive the wrong item, please contact us immediately at info@aquabreedingskill.com.
Please include:
- your order number;
- clear photos of the item received;
- clear photos of the packaging and label;
- a short description of the issue.
If we confirm that the wrong item was sent, we will provide return or replacement instructions.
For non-living products, replacements will normally be sent after the incorrect item has been returned to us in its original packaging, unless we decide otherwise.
For live animals or live plants, we will review the situation individually and provide a suitable solution.
Damaged Non-Living Products
If a non-living product arrives damaged, please contact us within 48 hours after delivery.
Please include:
- your order number;
- clear photos of the damaged item;
- clear photos of the packaging;
- a short description of the damage.
If the claim is approved, we may offer a replacement, store credit, or refund for the affected item.
Returns for Non-Living Products
For non-living products, such as ceramic decorations, aquarium accessories, equipment, or other dry goods, returns are accepted within 14 days of delivery.
To be eligible for a return, the item must be:
- unused;
- in its original condition;
- in its original packaging where possible;
- complete with all parts, labels, and accessories.
Return shipping costs are paid by the customer unless the return is due to an error on our side.
Please contact us before sending any return. We will provide return instructions. Items sent back without contacting us first may not be accepted.
Refunds
Once we receive and inspect the returned item, we will inform you whether the refund is approved.
If approved, the refund will be processed to your original payment method. Please note that it may take additional time for your bank or payment provider to process and post the refund.
Shipping costs are not refundable unless the issue was caused by an error on our side.
Items That Cannot Be Returned
The following items cannot be returned:
- live animals after delivery;
- live aquarium plants after delivery;
- opened, used, damaged, or incomplete non-living products;
- items returned without prior contact and approval;
- items that are no longer in their original condition due to handling by the customer.
Contact Information
If you have any questions or issues regarding your order, please contact us:
Email: info@aquabreedingskill.com
Please include your order number, photos or videos, and a brief description of the issue.
