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Refund Policy
Refund Policy & Arrive Alive Guarantee Draft
​Returns & Refunds
​Dry Goods
For non-living items (dry goods, food, equipment), you have the right to return unopened and unused items within 14 days of receiving them for a full refund, excluding the original shipping costs. The buyer is responsible for the return shipping costs. Please contact us at James@ukreefhampshire.co.uk to initiate a return.
​Livestock: Arrive Alive / DOA (Dead on Arrival) Guarantee
We pride ourselves on providing healthy, vibrant corals. However, shipping live animals always carries a small risk. We offer a strict Dead on Arrival (DOA) Guarantee to ensure you can buy with total confidence.
​If your coral arrives dead, we will issue a store credit or a replacement for the lost livestock. Shipping costs are non-refundable.
​To claim under our DOA Guarantee, you must strictly follow these rules:
​First Attempt: You must sign for the package on the very first delivery attempt.
​Time Limit: You must email us at James@ukreefhampshire.co.uk within 90 minutes of the courier's tracked delivery time.
​Photographic Proof: You must provide clear, well-lit photographs of the dead coral while it is still in its original, unopened bag. Do not take the coral out of the bag or put it in your tank before taking the photo.
​Once the coral has been placed into your aquarium, the DOA guarantee is voided, as we cannot be held responsible for your tank's water parameters, lighting, or existing inhabitants.
​Exceptions
​Corals often retract their polyps or lose a bit of color during transit due to stress. This is completely normal. Please allow up to a few days for the coral to acclimate to your tank's lighting and flow before assuming it is unwell.
​We reserve the right to decline a DOA claim if the photographic evidence is inconclusive or if the terms above are not met.
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