Our refund policy applies when: Your Arowana fish is not delivered. Something happens to the fish during delivery. The fish doesn’t meet the specifications as promised.
You have received the wrong fish or the wrong quantity of fish. You have changed your mind and no longer wish to proceed with the purchase.
In such cases, you may be eligible for a refund, exchange, or store credit depending on the circumstances. To be eligible for a refund, exchange, or store credit, you must contact our customer service team.
This must be done within 3 days of receiving the product. You must also provide proof that the product does not meet the requirements promised by us. We may require additional information to process your request.
How long does it take to process a refund?
The time frame to process your refund depends on the payment method used and the policies of your financial institution. Once your refund request has been approved, we will process the refund as soon as possible.
For credit/debit card payments, refunds will be processed within 2-7 business days. For other payment methods, it may take up to 14 business days to process your refund. Please note that your financial institution may take additional time to process the refund.
Will I get a refund if the fish died on the way?
We will refund your full amount if the fish died during transit. We will investigate the cause of the fish’s death. We will take measures to prevent a similar occurrence in the future.
Please note that we cannot guarantee that such an incident will not happen in the future. However, we will do our best to provide you with a pleasant shopping experience.
What details do I need to provide for a refund?
We need a receipt or other proof of purchase like a screenshot of the order confirmation to process your refund. We will require a description of the incident. Photos of the fish are also needed to help us assess the cause of death. Once we receive the details, we will process the refund as soon as possible.
Please note that the reimbursement process may take up to two weeks to be completed. We apologize for any inconvenience this may cause.
What happened if the fish died without reaching me?
We will refund your money if the fish do not reach you. You do not need to provide any proof of death or incident.