Terms and conditions
ARRIVAL
After the arrival of your order you have the possibility to fill out a complaint form within the first five days. Use this period to observe the received animals and report damage or irregularities. Please acclimate the animals (including damaged animals) to your aquarium following the given instructions.
COMPLAINT
Cloudy water is not significant as it is often harmless. In case of any complaint take relevant pictures of the animal showing clearly the damage.
Important information regarding pictures :
- Pictures have to be taken after acclimation period
- Corals have to be under water for the picture.
- Avoid photos in blue light.
- In the case of soft corals such as zoanthids, please keep the frag plug until we have completed the handling of the complaint.
- We reserve the right to request further pictures of the animals or of the skeleton (even after a few days in case of stricken animals).
IMPORTANT TO KNOW
- If the address given by the customer is wrong, the live guarantee is overturned. Check your given shipping address in the order confirmation mail.
- The customer is also responsible of making sure to be available to receive the package or to pick it up at the delivery point by the end of the day.
- Wet or damaged packages must be accepted in any case. There is always a chance that the animals are still alive and recover completely.
- In case of a delayed delivery by the transportation service you must nevertheless ensure the possibility of receiving the package on it's arrival.
-A complaint is only possible if the delivery has been accepted.