Refund Policy

Aqua Scale Exotic Shop is committed to providing healthy aquatic animals, reptiles, and quality products with honest service and customer satisfaction. This Refund Policy explains when and how refunds are issued for purchases made on our website. By placing an order, you agree to the terms below.

Live Animals Refund Policy

Due to the nature of live aquatic animals and reptiles, all live animal sales are generally final. However, refunds may be considered only under specific conditions where the animal arrives in unacceptable condition.

A refund for a live animal may be issued if:

• The animal arrives deceased or severely compromised
• The issue is reported within 2 hours of delivery
• Clear photo and video evidence is provided
• The animal was accepted on the first delivery attempt
• The issue is verified by Aqua Scale Exotic Shop

In such cases, Aqua Scale Exotic Shop may offer:

• Full refund
• Partial refund
• Store credit
• Replacement animal (preferred option in many cases)

Refund approval is not automatic and is subject to inspection and verification.

Non-Live Products Refund Policy

Refunds for non-live products (such as tanks, filters, lighting, decorations, and accessories) may be granted if the item meets the return eligibility conditions.

Refunds may be approved when:

• The item is returned within 14 days of delivery
• The item is unused and in original condition
• Original packaging is intact
• Proof of purchase is provided
• The item has been inspected and approved

Once the returned item is received and inspected, a refund decision will be made.

Damaged or Incorrect Items

If you receive a damaged or incorrect product, Aqua Scale Exotic Shop may issue a refund if:

• The issue is reported immediately after delivery
• Clear photos of the item, packaging, and shipping label are provided
• The claim is verified by our team

Depending on the situation, we may offer:

• Full refund
• Replacement item
• Store credit

Non-Refundable Situations

Refunds will not be issued in the following cases:

• Customer provides incorrect shipping information
• Missed or refused deliveries
• Poor care or handling after delivery
• Live animals that have been accepted without immediate complaint
• Used or damaged items caused by the customer
• Late refund requests outside the allowed timeframe

Order Cancellation Refunds

Orders can only be refunded if cancellation is requested before the order has been processed or shipped.

If an order has already been packed or dispatched, refund approval may no longer be possible, especially for live animal shipments prepared for delivery.

Shipping Fees

Shipping costs are generally non-refundable unless the refund is due to an error made by Aqua Scale Exotic Shop (such as incorrect item shipment or verified damage on arrival).

Refund Processing Time

Once a refund is approved:

• Processing begins immediately
• Refunds are sent to the original payment method
• Processing time may take several business days depending on the bank or payment provider

Customers will be notified once the refund has been issued.

Customer Responsibility

Customers must ensure:

• Correct delivery information is provided
• Someone is available to receive live deliveries
• Proper care setup is ready before receiving animals
• Local laws allow ownership of purchased species

Aqua Scale Exotic Shop is not responsible for issues caused by customer negligence or incorrect information.

Policy Updates

Aqua Scale Exotic Shop reserves the right to update this Refund Policy at any time. Any changes will be posted on this page with an updated revision date.

Contact Us

For any questions regarding refunds, replacements, or order issues, please contact Aqua Scale Exotic Shop through our official support channels. We are always ready to assist and resolve concerns fairly and professionally.

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