1. General Products

(Aquarium Equipment, Accessories, Medications, and Non-Live Goods)

1.1 30-Day Quality Guarantee

• Customers may request a return or refund within 30 days of delivery for non-live products that:
  
• Are defective
  
• Are damaged upon arrival
  
• Do not match the product description
  
  
  

1.2 Return Conditions

Returned items must:

• Be unused and in original condition
  
• Include original packaging and accessories
  
• Be returned within 14 days after return approval
  

Customers are responsible for return shipping costs unless the return is due to our error.

1.3 Refund Processing

• Once the returned item is received and inspected, refunds will be processed within 5–10 business days.
  
• Refunds are issued to the original payment method.
  

2. Live Fish DOA (Dead on Arrival) Policy

Last updated: [Insert Date]

Due to the nature of live animals, we do not accept physical returns of live fish.

Refunds are offered only under strict DOA conditions as defined below.

2.1 Definition of DOA

A fish is considered DOA (Dead on Arrival) only if:

• 
  The shipment is delivered successfully to the customer’s address
  
• 
  The fish is found dead at the time of first box opening
  
• 
  The fish has not been acclimated, placed into water, or handled beyond unpacking
  

2.2 DOA Eligibility Conditions

A DOA claim is valid only if all of the following conditions are met:

• Fish are confirmed dead upon first opening of the shipping box
  
• The customer records a continuous, unedited unboxing video
  
• The video must clearly show:
  
• The sealed outer shipping box
  
• The box being opened
  
• Each inner bag being removed
  
• The condition of all fish
  
• The claim is submitted within 2 hours of delivery time, based on the carrier’s tracking record
  

Claims submitted outside the 2-hour window or without proper video evidence will not be accepted.

2.3 DOA Refund Scope

If a valid DOA (Dead on Arrival) claim is confirmed:

• We will refund only the value corresponding to the shortfall between the customer’s purchased quantity and the total number of live fish received upon arrival.
• Any extra fish included free of charge are provided solely to offset potential shipping loss and are not counted as part of the purchased quantity.

Example:A customer purchases 10 fish. We ship 12, including 2 complimentary extras added as a buffer against possible DOA. If 3 fish are found dead on arrival, the customer receives 9 live fish. Since this is 1 fewer than the purchased quantity of 10, we will refund the value of 1 fish.

• Shipping fees are non-refundable.

2.4 Situations Not Covered by DOA

DOA coverage applies only to fish that are dead upon arrival and before acclimation.

The following situations are not eligible for refunds:

• Fish that die after being placed into an aquarium
  
• Losses caused by improper acclimation, temperature shock, or handling
  
• Losses caused by incompatible tank conditions or poor water quality
  
• Losses caused by delayed unpacking or unattended delivery
  

2.5 Refund Method for Live Fish

• 
  Approved DOA refunds are issued only for the verified dead quantity
  
• Refunds are processed to the original payment method within 5–10 business days
  

Contact Information

If you have any questions regarding shipping, returns, refunds, or DOA claims, please contact us:

Eira Aquatics
Address: 25G, Xi’an Yinzuo, Xinqiao Subdistrict, Bao’an District, Shenzhen, Guangdong, 518100, China
Email: sam@eiraaquatics.com