Cancellation, Return & Refund Policy

• Before payment: nothing to do. An unpaid order cancels itself 24 hours after the payment link is sent.
• After payment, before packing: message us with your order number and we cancel and refund the full amount, including shipping.
• Once packed or dispatched: the order cannot be cancelled. Live fish are bagged with oxygen for one journey and cannot be returned, held or resold.
• If we cancel: when stock, fish health or transport conditions mean we cannot deliver safely, we cancel before dispatch and refund the full amount including shipping.

Every fish is checked and healthy when it leaves us. Transport is stressful for fish, so a small number may not survive the journey. If that happens you are covered when all of the following are met:

• You report it on WhatsApp within 24 hours of delivery, with your order number.
• You send an unboxing video that shows the parcel and the sealed bag being opened, and the fish in the original bag. This is the only proof we can accept; photos of a fish already in a tank cannot be assessed.
• The fish has not been transferred to a tank or treated before you report it.

An approved claim is settled by a replacement when the fish is in stock, otherwise by a refund of the price of that fish. Shipping charges are not refunded unless the whole order failed because of us.

Not covered: fish that die after being released into your tank, losses from water conditions, acclimatisation, tank mates or disease that develops later, delays caused by nobody being available to receive the parcel or a wrong address, and natural variation in size, colour or sex.

• Damaged or defective on arrival: report within 48 hours with photos or a video and we replace it or refund it.
• Change of mind: unused items in original packaging may be returned within 7 days of delivery. Return shipping is paid by you, and the refund covers the item price only.
• Custom or made-to-order tanks are not returnable unless they arrive structurally defective.
• Fish food, medicines, conditioners and other consumables cannot be returned once opened.

Tank cleaning and maintenance visits can be rescheduled or cancelled free up to 24 hours before the slot. Cancellations inside 24 hours, and services already performed, are not refundable.

• Refunds always go to the original payment method (the UPI account, card or bank you paid from). We cannot pay refunds to a different account or in cash.
• We initiate approved refunds within 2 working days and send you the Razorpay refund reference on WhatsApp.
• Your bank or UPI app then takes 5 to 7 working days to show it. UPI refunds are processed by the bank, not instantly, even though the payment was instant; this timing is outside our control.
• Partial orders: when only some items are unavailable we tell you, and refund those items, or the whole order if you prefer, before anything is dispatched.

• WhatsApp +91 73387 01314 within the time window above.
• Send your order number (for example KFM-1234) and the unboxing video or photos.
• We reply within 24 hours on working days (Mon to Sat, 9 AM to 9 PM). Repeated or unsupported claims may be declined.