Reporting Claims for Losses
24 Hour Guarantee
The health and wellbeing of all species we offer is our primary concern. We endeavour to package and deliver our livestock as safely and efficiently as possible. While rare, losses in transit or during acclimatising can occur.
We offer a livestock guarantee valid for 24 hours after receiving your fish. In the rare event of a loss upon arrival or within 24 hours of receipt, please follow this procedure to report a fish loss claim.
Reporting a Claim for Losses
All claims must be reported within 24 hours of receiving delivery.
To qualify for our guarantee and to ensure responsible care of your livestock, you must have signed for your package at the first delivery attempt. Failure, re-delivery or refusal of delivery will void any claim.
Always begin the acclimation procedure even if your new arrival appears to be non-responsive. Fish can arrive pale and will colour-up after acclimatising. Do not release any confirmed losses into your aquarium. Failure to follow the acclimatisation guide will void any guarantee.
Claims must be emailed to email@example.com within 24 hours of receipt. Emails must include your name, order number, photographs, description and quantity of deceased specimens. Please keep the total photo attachment size below 6MB.
Photographic evidence must be supplied in all cases. The photo must be clear with specimens easily identifiable. The bag that contained the fish and/or the acclimatising card with our logo must also be visable in the photo to verify the image.
If you appear to have received the wrong order, have items missing, or spot signs of ailment or disease, a photograph must be provided of the fish while inside the unopened delivery bag next to the acclimatising card with our logo to verify the image. Failure to provide this evidence will void any guarantee.
After 24 hours, as a responsible fish keeper it is your sole repsonsibility to ensure the welfare of your fish. We will not entertain any claims after the guarantee period of 24 hours has elapsed and accept no liability for consequential losses.
Fish collected from our local stores will be subject to the acclimatising guidelines and guarantees of the individual franchise. Claims in this event will be handled by the applicable shop.
Please preserve the deceased specimen by placing it in a plastic bag, sprinkling salt over it, and then freezing. Please do this in the event that we may ask for the return of your specimen. You may discard the remains after we have processed your claim and sent you a verification email.
Store credit for the purchase price of the qualifying item(s) will be applied to your account or emailed as a single-use code. This can be used against future purchases of livestock and also dry goods. Shipping and packaging charges are non-refundable.
We reserve the right to refuse claims that do not meet the criteria outlined above. All livestock purchased from Real Aquatics are made pursuant to a shipment contract, meaning that the legal risk of loss and title for such items pass to you upon our delivery to the carrier. The buyer shall indemnify the seller against any claim by any third party arising out of or in connection with any of the livestock supplied.
We do not process claims for fish harmed by co-inhabitants, local wildlife, improper acclimatising or inappropriate habitat.
If we suspect that fish have been harmed due to inappropriate co-inhabitants or habitat, or purchased as feeders for predatory fish, we may request further evidence to establish actual conditions. Buyers proven to commit foul play will be blocked from making future purchases and may be reported to relevant agencies for prosecuton.
In some instances we may request that you perform a water test and provide the results. We may also request images of co-inhabitants in the aquarium or pond.
We reserve the right to block future purchases if consistent losses occur. In this event a refund will be processed with or without notice.
For bio-security and because of the complex procedures involved in properly packaging and shipping fish, we cannot accept the return of any aquatic livestock.
If you need any assistance regarding claims for losses please contact us.
Policy for Reporting Claims for Losses of Online Fish Orders: Updated January 2020.