Refund & Returns Policy

At Jasons Aquatics, we take great care to ensure all livestock is healthy and correctly packed. Due to the sensitive nature of live coral and livestock, the following policy applies.

Live Arrival Guarantee (DOA)

We offer a live arrival guarantee on all livestock provided that:

• Someone is present to receive the delivery on the first attempt
• The parcel is not redirected or delayed by the customer
• Any issues are reported within 1 hour of delivery

In the unlikely event of DOA (Dead on Arrival):

Customers must:

• Email us at jason@jasonsaquatics.co.uk within 1 hour of delivery
• Provide clear photos of:
• The coral in the sealed bag
• The coral out of the bag
• The shipping label

Failure to provide photos within the time window may void the guarantee.

Approved DOA claims will be offered:

• Store credit, or
• Replacement (stock permitting)

Shipping costs are non-refundable.

Change of Mind

Due to the perishable nature of live coral and livestock, we do not accept returns for:

• Change of mind
• Incorrect tank conditions
• Buyer error
• Delays caused by the courier after dispatch

Order Cancellations

Orders may be cancelled before dispatch only.

Once livestock has been shipped, the order cannot be cancelled.

Non-Livestock Items

Dry goods may be returned within 14 days of delivery if:

• Unused
• In original packaging
• In resalable condition

Return postage is the buyer’s responsibility unless the item is faulty.

Contact Us

For any refund or returns queries, contact:

📧 jason@jasonsaquatics.co.uk
📍 Jasons Aquatics
21a North Street
Redruth
Cornwall
TR15 1HJ