This Refund & Returns Policy explains how Deepa Aquarium handles refunds, returns, replacements and customer claims for aquarium fish, live plants, aquariums, accessories and aquarium-related services purchased through our website or directly from us.
1. Live Fish – Dead on Arrival (DOA) Policy
Live fish must be inspected immediately upon delivery.
- If a fish is found dead inside the transport bag within 1 hour of delivery, the customer must contact Deepa Aquarium immediately.
- The customer must provide a clear and continuous video showing the unopened transport bag, the fish inside the bag and the package/delivery details before opening the bag.
- The transport bag must remain unopened until the required video evidence has been recorded.
- Once the transport bag has been opened, a DOA claim may not be accepted unless Deepa Aquarium agrees otherwise after reviewing the circumstances.
- Claims without the required video evidence may not be eligible for a refund, replacement or other resolution.
2. After the Fish Is Removed From the Transport Bag
Once a live fish has been removed from the transport bag or introduced into the customer’s aquarium, Deepa Aquarium is not responsible for subsequent death or loss resulting from acclimation, water parameters, temperature, aquarium conditions, handling, disease, aggression from other fish, feeding, equipment failure, transportation after delivery, or other conditions outside Deepa Aquarium’s control.
Customers are responsible for following appropriate acclimation and aquarium-care instructions provided by Deepa Aquarium.
3. Unboxing Video Is Compulsory for All Products
An unboxing video is compulsory for all products purchased from Deepa Aquarium.
Customers should record a clear and continuous video from the time the sealed package is received until the package is completely opened and the contents have been inspected.
For damaged, missing, incorrect or defective products, the complete unboxing video may be required to process a claim.
4. Damaged, Missing, Incorrect or Defective Products
If a product arrives damaged, missing, incorrect or materially different from the product ordered, the customer should contact Deepa Aquarium as soon as possible.
The customer may be required to provide:
- Order number
- Clear photographs of the product and packaging
- Complete unboxing video
- Description of the issue
After reviewing the claim, Deepa Aquarium may provide a replacement, refund, store credit or another appropriate resolution, subject to the circumstances and applicable law.
5. Returns of Non-Live Products
Returns of eligible non-live products may be considered only when the product is unused, in its original condition and packaging, and the return has been approved by Deepa Aquarium in advance.
Certain products may not be eligible for return because of their nature, hygiene requirements, customisation, installation, usage or other applicable conditions.
6. Live Fish, Plants and Other Live Aquatic Life
Due to the sensitive and perishable nature of live aquatic life, live fish, live plants and other live aquatic products are generally not eligible for return after delivery.
Any DOA claim must follow the Live Fish – Dead on Arrival Policy described above.
7. Aquarium Services
For aquarium cleaning, maintenance, installation or other aquarium-related services, customers should report any concern to Deepa Aquarium promptly after the service.
Deepa Aquarium will review the concern and may provide a service correction, store credit, refund or another appropriate resolution depending on the nature and circumstances of the issue.
8. Refunds and Gift Cards / Store Credit
Where a refund or compensation is approved by Deepa Aquarium, we may provide the approved amount as a Gift Card / Store Credit for the customer’s next order, where permitted by applicable law and where appropriate to the circumstances.
The Gift Card / Store Credit may be used toward a future purchase from Deepa Aquarium and will be subject to the terms communicated at the time it is issued.
Where applicable law requires a refund to be provided through another method, Deepa Aquarium will follow the applicable legal requirements.
9. Delivery, Shipping and Packing Charges
Delivery, shipping, packing and handling charges are generally non-refundable.
However, where applicable law requires such charges to be refunded, or where Deepa Aquarium specifically approves a refund of these charges, the applicable amount will be refunded accordingly.
10. Cancellation Before Dispatch
Customers may contact Deepa Aquarium to request cancellation of an order before dispatch.
Cancellation requests are subject to the status of the order. Once an order has been dispatched, cancellation may not be possible, particularly for live fish, live plants or other perishable products.
11. Customer Responsibility for Live Fish
Customers are responsible for maintaining a suitable aquarium environment and following proper acclimation, water-quality, temperature, feeding and care instructions for live fish.
Deepa Aquarium cannot guarantee the survival of live fish after delivery where loss results from aquarium conditions, acclimation, handling, water quality, temperature, disease, aggression, feeding, equipment failure or other circumstances outside Deepa Aquarium’s control.
12. How to Request a Refund, Return or Replacement
To request a refund, return, replacement or other resolution, please contact Deepa Aquarium with your order details and the required photographs and/or videos.
Deepa Aquarium
WhatsApp / Mobile: +91 99300 51312
Email: Deepaaquarium93@gmail.com
13. Applicable Law
This policy is intended to operate in accordance with applicable laws and regulations. Nothing in this policy is intended to exclude or limit any consumer right or legal remedy that cannot legally be excluded or limited.
14. Changes to This Policy
Deepa Aquarium may update this Refund & Returns Policy from time to time. The updated version will be published on this website.