Proper acclimation is the key to successful introduction of new aquarium arrivals. Credit notes cannot be exchanged for money or a refund, ***Credit notes issued are valid for a full 12 months from the point of issue. If an item is out of stock at the item of packaging your order, we will issue a refund as we were unable to fulfil the item prior to dispatching. We do not have any cover or insurance if an animal does not survive the journey to you, so in order for us to maintain our low prices we will now be offering credit notes instead of cash refunds. The reason we have made this change is because our livestock prices are one of the cheapest across the industry and we want it to stay this way. This only applies if your item is covered by our Arrive Alive Guarantee policy. The credit code will be for the value of the livestock only (excluding postage costs) The credit code will be issued via email to the email address given on your order. You must still follow the procedure as normal which is stated in our policy, for your claim to be considered. As with any livestock, we cannot be 100% sure of their condition once they leave us, therefore you should always carry out your own quarantine process and monitor the livestock closely before you make the decision to introduce the livestock to your main aquarium.Īs of the 1 st May 2021, we will be issuing a credit code rather than a monetary refund, should a livestock item not arrive alive. We strongly recommend that you quarantine any new additions before introducing to your main tank. IF YOU DO YOU WILL VOID YOUR ARRIVE ALIVE GUARANTEE COMPLETELY AND NO CLAIM WILL BE CONSIDERED. Returns are not accepted on livestock.ĭX offer a 'Change Your Delivery Date' HOWEVER, YOU MUST NOT CHANGE THE DELIVERY DATE OF YOUR LIVESTOCK ORDER. Therefore we are unable to cover the livestock once they have been delivered and introduced into your aquarium.Ĭlaims will NOT be considered if you miss delivery and your order is taken to the sorting office.
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