Refund policy
With South West Aquatics all live orders are taken with care. Fish are adequately bagged, with aerated and clean water with plenty of material to protect them during shipping. Although uncommon, some live orders do arrive dead. This is known as a DOA.
Contact SWA at southwestaquatics1@gmail.com
SWA's DOA Policy:
In the case of DOA, it can only be claimed in the first 48 hours of the order. This does not apply to livestock already added to a tank that dies later. If a DOA policy is claimed it must be accompanied by the order number, photographic evidence (photo or video) of the items in the box/package with the original bag and with the dead livestock laid out on the box/bag/something identifiable. If the DOA is claimed after the first 10 hours after receiving the order you must provide the photographic evidence with a legitimate timestamp, or something in the photo/video to identify the time and date.
If the livestock dies within 48 hours of receiving the order and you have reasonable evidence, (e.g. photo/video of sick, injured or lethargic) you can claim a DOA. However, you must provide the tank size, filtration, temperature and tankmates otherwise DOA is void. South West Aquatics is not liable if the livestock dies after 48 hours of receiving the package. This includes negligence in opening the package or collecting it. (exceptions apply if the order is delivered to a post office in the last 2 hours of business hours (generally unlikely as all orders are posted Monday and Tuesday to ensure livestock health)).
South West Aquatics is also not liable if the livestock was purchased in negligence/ died due to customer negligence. This entails not doing proper research on the livestock, housing it in improper conditions, and housing it with incompatible tankmates.
DOA compensation offers store credit as a standard. However, in specific cases, refunding is an acceptable method.
SWA's Return/Reshipment Policy:
If an order's items shipped are inaccurate or missing products you must accompany the claim with photographic evidence (photos of the complete order/video of the package being opened.) as well as an order number.
If inaccurate items are sent no returns are permitted. For the health of livestock and to maintain product quality no items are to be returned to South West Aquatics. The customer is free to keep the products at no extra cost.
If an item is missing and you have lodged an approved claim you will be given the option for a discount code for compensation, store credit, or a reshipment with no additional shipping fees.
If you ordered the wrong item no returns are permitted so you must wear the mistake. No compensation is permitted for customer error in choosing a product, product type or a decision to change the order at a later date.
If an order to the same address is placed and you wish to place another order without paying for a double shipment simply select local pickup and leave a note. I will automatically combine the order. Extra shipping fees may be requested if the quantity of items and their weight exceed multiple kilograms.
--SHIPPING IS NON-REFUNDABLE--