Refund & Replacement Policy

At Aquashoppe, we take utmost care in packing and shipping every order. Our experienced team follows strict packaging standards to ensure the safe delivery of live fish, aquatic plants, shrimp, and aquarium accessories across India. While we maintain a very low transit damage rate of approximately 5% of total shipments, unforeseen circumstances during transportation may occasionally result in damage or loss. To ensure a fair and transparent resolution process, please review the following policy carefully.

Live Fish, Shrimp & Aquatic Plants

We offer a 100% replacement policy for eligible transit losses or damages involving live fish, shrimp, and aquatic plants. Customers are required to pay only the applicable shipping charges for the replacement shipment.

To qualify for a replacement claim:

• The issue must be reported within 3 hours of delivery.
• A clear unboxing video must be provided.
• The Order Number and affected product details must be shared.
• Customers should contact us immediately via phone, WhatsApp, or email.

Claims submitted after the specified time period may not be eligible for replacement.

As an alternative to replacement, eligible customers may choose to receive a 50% refund of the product value. Shipping charges are non-refundable and will not be included in the refund amount. Approved refunds are generally processed within 3–7 working days.

Replacement with Future Orders

Customers who do not require an immediate replacement may choose to receive approved replacement items along with their next purchase. To avail this option, simply place a new order on our website and mention the previous Order Number in the Customer Notes section during checkout. Our support team will verify the claim and include the approved replacement items with the new shipment.

Documentation Required

To ensure a smooth verification process, all refund and replacement requests must be supported with the necessary documentation.

Required documents include:

• Order Number
• Unboxing Video
• Clear photographs of the affected products (if requested)
• Brief description of the issue

Please note that an unboxing video is mandatory for all claims involving live fish, shrimp, aquatic plants, and aquarium accessories.

Aquarium Accessories

For aquarium accessories and other non-live products, customers may be eligible for a refund, replacement, or return in cases involving damaged, defective, incorrect, or missing items. All such claims must be reported within 3 hours of delivery and must be supported by a valid unboxing video recorded at the time of opening the package.

All requests are subject to verification and approval by our support team.

Shipping, Delivery & Cancellations

Orders are generally dispatched between Monday and Thursday to ensure efficient transit and safe delivery. Tracking details will be shared once the shipment has been dispatched and will also be available within the customer account.

Delivery timelines may vary based on destination, courier availability, weather conditions, public holidays, and other operational factors beyond our control.

Cancellation requests cannot be accepted once an order has been dispatched. Due to their perishable nature, live fish, shrimp, aquatic plants, and similar livestock products are not eligible for cancellation after shipment. Eligible cancellations made before dispatch will be refunded within 3 working days.

Important Information

Aquashoppe shall not be held responsible for delays caused by floods, heavy rainfall, natural disasters, government restrictions, transport disruptions, courier operational issues, or other unforeseen circumstances.

No refund or replacement will be provided if the shipment is not received by anyone at the delivery address. Once live fish, shrimp, or aquatic plants have been introduced into an aquarium, claims relating to water quality, tank conditions, incompatibility with existing livestock, disease outbreaks, or improper handling cannot be considered.

Customers are strongly advised to ensure suitable water parameters and proper acclimation procedures before introducing livestock into their aquarium.

Aquashoppe reserves the right to approve, reject, or request additional information for any claim submitted under this policy.