Refund policy

FH Aquatics — Refund & Return Policy
Live Arrival Guarantee (Livestock)
We take great care in packing live fish, shrimp, snails and plants. We offer a Dead-on-Arrival (DOA) guarantee on all livestock, subject to the following:
You must record a clear, unbroken video while opening the unopened package, showing any deceased livestock.
Photo and/or video proof must be sent to us on WhatsApp (0309-0226243) within 1 hours of delivery.
Approved DOA claims are covered by replacement — the same livestock, or equivalent value added to your next order. DOA claims are not refunded in cash.
The guarantee applies to prepaid, shipped orders received as scheduled. It does not cover delays caused by the customer being unavailable at delivery, incorrect address, or refused delivery.
Livestock Returns
For health and safety reasons, live fish, shrimp, snails and plants cannot be returned once they have entered your aquarium. Please research each species' care and compatibility before ordering.
Dry Goods (Treatments, Food, Substrate, Accessories)
Due to the nature of these products, dry goods are non-returnable and non-refundable once dispatched. If you receive a damaged or incorrect item, contact us on WhatsApp within 48 hours with photos and we'll make it right.
How to reach us
WhatsApp: 0309-0226243 — please include your order number with any claim.