Returns & Refunds

Last updated: 29 September 2026

We want you to be happy with your order. This page explains what you can return or replace, how long you have, and how refunds work.

Short version: if your order arrives damaged, wrong, or (for live items) dead on arrival, message us with photos or a video within the time limits below and we will replace it or refund you.

1. Live plants, fish and other livestock

Live goods are delicate, so please check your order as soon as it arrives.

Contact us within 12 hours of delivery if anything arrives dead, badly damaged or missing.
Send a clear photo or a short unboxing video showing the problem and the packaging.
If your claim is approved, we will send a replacement or refund the affected items.
If the courier has reached your address and tried to hand over the parcel (including calling you), but you did not answer, asked the courier to wait, or refused or delayed accepting it, and the items are damaged, dead or spoiled as a result, we cannot offer a refund or replacement. Live goods cannot stay in transit, so the delay is at the customer's risk.
We cannot cover losses caused after delivery, such as water conditions, temperature, tank cycling, incompatible tank mates or lack of care. Some leaf melt or transition loss is normal for plants moved into a new tank.

2. Other products

This includes substrates, CO₂ equipment, tanks, lighting, fertilisers, tools and accessories.

Contact us within 12 hours of delivery if an item is damaged, defective or not what you ordered.
We accept a return or exchange only for these reasons, or where we agree to it in advance. Items must be unused and in their original packaging, unless the fault is the reason for the return.
Opened, used, installed or wet-tested items cannot be returned simply because you changed your mind.

3. Custom work and services

Custom-fabricated tanks, custom aquascapes, maintenance and other made-to-order work or services cannot be returned once production or work has started, except for a defect or damage that is our responsibility. Please confirm details with us before ordering.

4. How to request a return, replacement or refund

Message us on WhatsApp or email with your order number, your name and phone number used for the order, a description of the problem and photos or video.
We will review your request and reply, usually within 1 to 2 working days.
If approved, we will tell you whether we will replace the item, arrange a return, or refund you. Where the problem is our mistake or a fault, we cover the return delivery cost.

5. Refunds

Approved refunds are paid back to the method you paid with (bKash, Nagad, Rocket or bank account). For cash on delivery orders, we will refund to a mobile wallet or bank account you give us.
Refunds are normally processed within 5 to 7 working days after we approve the request and, if a return is needed, receive the item.
No refund is given for damage, loss or spoilage caused by a failed or delayed delivery that is the customer's fault, such as not answering the courier's calls, not being available at the address, delaying or refusing to accept the parcel.
Refunds do not include the dispatch (delivery) fee. The dispatch fee you paid is not refundable.
If we cannot fulfil part of an order after you have paid, we will offer a replacement, an alternative, or a refund for that part.

6. Cancelling an order

To cancel, contact us as soon as possible.

Orders with live items (plants, fish or other livestock): you can cancel until you have made the payment. Once payment is made, the order cannot be cancelled, and you must accept the order when it is delivered. We buy, prepare and pack live goods specially for each order, so no cancellation or refund is possible after payment.
Other orders: orders that have not been dispatched can normally be cancelled and refunded. Once an order has been dispatched, cancellation may not be possible.