At Kolathur Fish Market, we take great care in packaging and shipping live fish and aquarium products. Because we deal with living animals and perishable goods, our return policy differs from standard e-commerce. Please read the policy carefully before placing an order.
Live Fish — Dead on Arrival (DOA) Policy
We guarantee all fish are healthy and alive at the time of dispatch. If a fish arrives dead or critically injured, you are eligible for a replacement or store creditunder the following conditions:
- You must report the DOA within 24 hours of receiving the order.
- Send a clear WhatsApp photo or video of the fish in the original bag/container to +91 98765 43210.
- The fish must not have been transferred to a new tank before reporting.
- Reports after 24 hours will not be accepted.
⚠️ Once live fish are accepted at delivery and transferred to your tank, they are non-returnable due to bio-security and animal welfare reasons.
Aquarium Equipment & Accessories
Equipment (tanks, filters, heaters, pumps, accessories) may be returned within 7 days of delivery if:
- The item is unused, in original packaging, and in the same condition as delivered.
- You have the original invoice or order number.
Damaged or defective equipment: Report within 48 hours with photos. We will arrange a replacement or full refund at our discretion.
Custom-built or made-to-order aquarium tanks are non-returnable unless they arrive structurally defective.
Aquarium Cleaning & Maintenance Services
Service bookings (tank cleaning, maintenance visits) are non-refundable once the service has been performed.
If you wish to cancel a scheduled service, please notify us at least 24 hours in advance via WhatsApp. Cancellations received within 24 hours of the scheduled time may not be eligible for a refund of any prepaid amount.
How to Raise a Claim
- WhatsApp us at +91 98765 43210 within the applicable time window.
- Share your order number (e.g. KFM-0042) and a clear photo or video of the issue.
- Our team will review your claim and respond within 24 hours on business days (Mon–Sat, 9 AM–6 PM).
- Approved claims will be resolved as a replacement, store credit, or refund to your original payment method within 5–7 business days.
Non-Refundable Items
- Live fish accepted at delivery (after 24-hour DOA window)
- Custom / made-to-order aquarium tanks
- Fish food, water conditioners, or consumables once opened
- Services already performed
- Orders cancelled after dispatch
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