D.O.A policy.
At Aussie Fish Keeping, we strive to ensure the health and well-being of all aquatic life we sell. However, we understand that sometimes unforeseen circumstances may occur during shipping that result in a fish arriving deceased. This Dead on Arrival (DOA) policy outlines the procedures and guidelines for handling such situations.
DOA Eligibility
In order to be eligible for a refund or store credit due to a fish arriving dead, customers must adhere to the following guidelines:
Notification: Customers must notify us of any DOA fish within 7 hours of the confirmed delivery time as per the tracking information provided by the shipping carrier.
Visual Confirmation: Customers are required to provide clear visual evidence of the deceased fish. This may include clear photographs or videos showing the deceased fish in the unopened shipping bag or container. If the photo or video is not clear we may ask for extra footage of the fish outside of the bag.
Conditions: DOA claims will only be considered if the fish remains in its original packaging and has not been removed or acclimated to a tank environment.
Refund or Store Credit
Upon meeting the eligibility criteria outlined above, customers have the option to choose between receiving a refund or store credit for the value of the deceased fish.
Refund: Customers who opt for a refund will receive the purchase price of the dead fish credited back to their original form of payment.
Store Credit: Alternatively, customers may choose to receive store credit equivalent to the purchase price of the dead fish. Store credit can be used towards future purchases on our website.
Exclusions
Please note that this DOA policy does not cover the following scenarios:
DOA claims made beyond the specified notification timeframe.
DOA claims without clear visual evidence as per the provided guidelines.
DOA claims for fish that have been removed from their original packaging or acclimated to a tank environment.
Contact Us
If you have any questions or concerns regarding our Dead on Arrival policy, please don't hesitate to contact our customer service team at aussiefishkeeping@gmail.com. We are here to assist you and ensure your satisfaction with our products and services.
Damaged, Faulty or Incorrect Goods.
We strive to provide our customers with high-quality products and excellent service. We understand that there may be instances where you may need to return an item due to it being incorrect, faulty, or damaged. Please review our refund policy below for more information on how we handle such situations:
Incorrect, Faulty, or Damaged Goods
If you receive an incorrect, faulty, or damaged item, we offer refunds or store credit, subject to the following conditions:
Notification: You must notify us of any incorrect, faulty, or damaged items within 7 days of receiving your order. Please contact our customer service team at aussiefishkeeping@gmail.com to report the issue.
Unused and Original Packaging: To be eligible for a refund for damaged or incorrect goods, the item must be unused, in its original packaging, and in the same condition as you received it.
Live Fish: Live fish cannot be returned. However, if you receive a deceased fish upon arrival (as outlined in our Dead on Arrival policy), you may be eligible for a refund or store credit for the cost of the fish.
Refund Options: For incorrect, faulty, or damaged items, you have the option to choose between a refund or store credit. Refunds will be issued for the cost of the item only and will be credited back to your original form of payment or provided as store credit for future purchases.
Change of Mind: Refunds will not be provided for items returned due to a change of mind or if you ordered the incorrect product.
Video Verification for Faulty Goods: In some cases, we may request a video to verify whether or not the product is faulty. This helps us assess the issue more accurately and expedite the refund process.
Return Authorization: No item shall be returned without prior authorization from our team. Please contact us to arrange for the return of the item and to receive instructions on how to proceed.
Contact Us
If you have any questions or concerns regarding our refund policy, please don't hesitate to contact our customer service team at aussiefishkeeping.com. We are here to assist you and ensure your satisfaction with our products and services.