Returns Policy

1. GENERAL

All returns and refunds are subject to the conditions described in this policy. The goal is to ensure customer satisfaction while maintaining the safety and quality of aquaculture products.

2. RETURN ELIGIBILITY

Non‑Returnable Items
The following items cannot be returned:

  • Live aquatic animals (fish, broodstock, larvae, etc.)
  • Custom or specialized equipment made to order
  • Perishable goods once the seal is broken
  • Opened consumables (e.g., feed, probiotics, supplements)
  • Items damaged due to improper storage or handling after delivery

Returnable Items
Products may be eligible for return if:

  • They are defective or damaged upon arrival
  • They are delivered in the wrong quantity or wrong type

All return requests must be made within 7 days of delivery.

3. HOW TO REQUEST A RETURN

To request a return:

  1. Contact customer support within 7 days of delivery.
  2. Provide the order number, photos of the product, and a description of the issue.
  3. Approved returns must be unused, in original packaging, and include all accessories, manuals, and documentation.

4. REFUND PROCESS

Once a return is approved:

  • Refunds are processed within 7–14 business days of receiving and inspecting the returned item.
  • Refunds are issued to the original payment method.
  • Shipping costs are non‑refundable unless the return is due to a defect or an error in delivery.

5. EXCHANGE

Direct exchanges are not available. To obtain a different product, return the eligible item for a refund and place a new order.

6. DAMAGED OR DEFECTIVE PRODUCTS

If a product arrives damaged or defective:

  • Report it immediately within 7 days of delivery.
  • Provide photos showing the damage or defect.
  • A full refund, replacement, or store credit will be provided based on availability and preference.

7. ORDER CANCELLATION

Orders can be cancelled within 24 hours of purchase for a full refund. After 24 hours, cancellation may not be possible if the order has already been processed or shipped.

8. SHIPPING RETURNS

  • Customers are responsible for return shipping unless the product is damaged, defective, or incorrect.
  • Keep proof of shipping for tracking purposes.

9. CONTACT INFORMATION

For questions about returns or refunds:

  • Email: Beaconkoi@outlook.com