Sai Fish Aquarium

Return & Refund Policy

Sai Fish Aquarium | Refund & Return Policy

1. Livestock (Live Fish & Plants)

Due to the delicate nature of live fish and plants, we do not offer traditional returns or cash refunds once the livestock has been accepted and moved into your home aquarium.

  • Live Arrival Guarantee: We guarantee that your fish will arrive alive. If any fish are Dead on Arrival (DOA), we will provide Store Credit for the value of the fish.

  • Claim Requirements: To claim store credit, you must send a clear photo or video of the deceased fish in the original, unopened bag within 2 hours of the delivery time/pickup.

  • Exclusions: We cannot offer refunds or credits for fish that die after being released into your tank, as we cannot control the water parameters or acclimation process of your home setup.

2. Dry Goods (Filters, Food, Tanks, etc.)

For non-living items, we offer a 7-day return window under the following conditions:

  • Condition: The item must be unused, in its original packaging, and in the same condition that you received it.

  • Proof of Purchase: A receipt or order confirmation is required.

  • Non-Returnable: Opened fish food, used filter media, or water treatments cannot be returned for hygiene and safety reasons.

3. Refund Process (If Applicable)

  • Store Credit: This is our standard method for livestock claims. You will receive a voucher code to use on your next purchase.

  • Payment Refunds: For dry goods, once your return is inspected, we will notify you of the approval. If approved, the refund will be processed to your original payment method within 5–7 business days.

4. Shipping Costs

  • Shipping charges are non-refundable.

  • If you are returning a dry good, you are responsible for paying your own shipping costs for the return.

Strategic Advice for Samuel:

  • The "Unopened Bag" Rule: This is your biggest protection. Once a customer opens the bag, you can't be sure if their tank water was too hot, cold, or had high ammonia. Stick to the "photo in the bag" rule strictly.

  • Granite/Glass Projects: Since you are working on custom installations (like the glass-to-granite project), you should add a note that Custom Installations or Custom-Cut Glass are non-refundable once the work begins.

  • WhatsApp for Proof: Since you're active on social media, tell customers to "WhatsApp the DOA photo immediately to [Your Number]" for the fastest response.