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Refund Policy

Last updated November 2025

We want you to be happy with your order. This Refund Policy explains when refunds or replacements may be issued and the steps required to qualify.

1. Non-Returnable Items

Due to their nature, the following items cannot be returned:

  • Shrimp

  • Live animals

  • Live plants

  • Snails

  • Any perishable or aquatic biological goods

These items are eligible for refund/replacement only under the conditions outlined below.

2. Live Arrival Guarantee (Shrimp Only)

Our shrimp DOA (Dead on Arrival) guarantee follows the rules set in our Terms & Conditions:

  • Delivery must be completed on the first attempt

  • Customer must contact us within 2 hours of delivery

  • Clear photos of the unopened bag showing deceased shrimp must be provided

  • Refund or replacement will be issued (postage excluded)

  • Delays due to courier issues, missed deliveries, strikes, or extreme weather are not covered

This guarantee applies only to shrimp.

3. Damaged or Faulty Items

Plants

  • Issues with live plants must be reported within 24 hours of delivery

  • Clear photos (and videos if requested) must be provided

  • Minor melt, broken leaves, or colour change from postage is normal and not eligible

  • Refunds or replacements are issued at our discretion after reviewing evidence

Other Items

  • Damage to accessories or non-live items must be reported within 48 hours

  • Clear photos and/or videos must be provided when requested

  • Refunds or replacements are issued at our discretion after assessment

4. Refund Method

Approved refunds will always be issued to the:

 - Original payment method

No alternative refund methods are available.

5. Customer Responsibility

Refunds cannot be issued when issues arise due to:

  • Incorrect or incomplete delivery address entered at checkout

  • Customer not being available to receive the parcel

  • Parcels left outside or in unsafe conditions because the customer was not available

  • Improper acclimation of livestock

  • Unsuitable tank conditions or poor husbandry

  • Courier delays outside our control (unless covered by shrimp DOA rules)

In these situations, no refund or replacement will be given.

6. Return Postage for Non-Live Items

If we request the return of a non-livestock item:

  • Return postage must be paid by the customer

  • Postage will only be covered by us if the issue was clearly caused by our error

  • Items must be returned in unused condition with original packaging

7. Evidence Requirements

To process any refund or replacement claim, we require:

  • Clear photos of the issue

  • Video evidence if requested for clarification

  • For shrimp DOA: photos of the unopened bag

  • Evidence must be provided within the required timeframe (24h/48h/2h depending on the item)

Claims submitted without the required evidence cannot be processed.

For any refund-related questions or to submit a claim, please contact:
info@inandoutaquatics.co.uk

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