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Shipping, live arrival, refund & store policy

Welcome to Aquasnap. By placing an order through our website, WhatsApp, Instagram, Facebook, or any other official sales channel, you acknowledge that you have read, understood, and agreed to the following terms and conditions.

1. About our business

Aquasnap specializes in the sale of:

  • Live Aquarium Fish
  • Aquarium Plants
  • Fish Food
  • Aquarium Accessories
  • Aquarium Equipment
  • Aquascaping Products

We currently deliver across India wherever transportation services are available.

2. Order confirmation

  • Orders are confirmed only after full payment is received.
  • We do not offer Cash on Delivery (COD).
  • Every successful order receives a proper invoice/bill.
  • Customers must provide accurate shipping details and a valid contact number.
  • Incorrect information provided by the customer may result in delivery delays or cancellation.

3. Payment policy

  • 100% advance payment is mandatory.
  • Orders will not be processed until payment is successfully received.
  • Prices displayed on our website may change without prior notice.
  • Shipping charges are calculated separately unless otherwise mentioned.

4. Shipping charges

Shipping charges are not fixed. They depend on:

  • Customer's city
  • State
  • Distance
  • Package size
  • Weight
  • Transport availability
  • Bus or train charges

Shipping charges will be communicated before dispatch.

5. Shipping method

Live fish are transported using specially packed thermocol boxes with oxygen-filled bags and appropriate insulation.

Depending on availability, shipments may be sent through:

  • Bus Transport
  • Train Parcel Service
  • Private Transport

Currently, doorstep delivery for live fish is generally not available.

Customers must collect their parcel from the designated bus stand, railway station, parcel office, or transport office.

Aquasnap is not responsible for delays in collection after the parcel reaches its destination.

6. Dispatch schedule

Live fish are dispatched only after:

  • Health inspection
  • Proper packing
  • Weather assessment
  • Transport confirmation

We reserve the right to postpone shipment if weather conditions or transportation are unsafe for live animals.

7. Live arrival guarantee

We take utmost care in packing every live fish.

If any fish is found dead upon arrival, the customer must follow the procedure below. Failure to follow these steps will automatically make the order ineligible for any claim.

Mandatory requirements:

  • Continuous unedited video recording from before opening the sealed package.
  • The shipping label must be clearly visible.
  • The thermocol box must remain unopened at the beginning of the video.
  • Entire unboxing must be recorded without pause or cuts.
  • Dead fish must be clearly shown in the original sealed bag.
  • The claim must be submitted within 30 minutes of parcel collection.

Edited videos, cropped videos, photographs only, or delayed claims will not be accepted.

8. Claims due to transport delay

Aquasnap cannot guarantee delivery time once the parcel has been handed over to the transport service.

We are not responsible for losses caused by:

  • Transport delays
  • Bus delays
  • Train delays
  • Route diversions
  • Vehicle breakdowns
  • Natural disasters
  • Floods
  • Political disturbances
  • Government restrictions
  • Transport strikes
  • Force majeure events

9. Customer responsibilities

Customers are responsible for:

  • Collecting the parcel immediately after arrival.
  • Acclimating fish properly before introducing them into the aquarium.
  • Maintaining suitable water parameters.
  • Ensuring tank compatibility.
  • Providing appropriate filtration and oxygenation.
  • Following proper quarantine procedures where applicable.

Aquasnap is not responsible for fish deaths occurring after successful delivery due to aquarium conditions or improper handling.

10. Fish size & colour disclaimer

Fish are living animals. Actual fish may vary in:

  • Size
  • Colour
  • Pattern
  • Markings
  • Gender
  • Growth stage
  • Horn development (Flowerhorn)
  • Finnage

Images displayed are for reference only. Natural variations are not considered defects.

11. Aquarium plants

Aquarium plants are natural products. Minor variations in leaf shape, height, root size, colour and seasonal appearance are normal and not considered defects.

12. Fish food & accessories

Returns or replacements will not be accepted for opened, used, or damaged products caused after delivery.

Customers should inspect packages immediately upon receipt.

13. No return / no exchange

Due to the nature of live aquatic animals and hygiene concerns:

  • Live fish cannot be returned or exchanged after successful delivery.
  • Aquarium plants cannot be returned once delivered.
  • Fish food cannot be returned once opened.
  • Accessories that have been used cannot be returned.

Nothing in this policy limits any rights that customers may have under applicable consumer protection laws where such rights cannot legally be excluded.

14. Cancellation policy

Orders can only be cancelled before packing begins.

Once packing has started, cancellation may not be possible because live animals and packing materials have already been allocated.

Refunds, where applicable, will be processed after deduction of payment gateway charges, packing expenses, and other non-recoverable costs.

15. Customer refusal

If a customer refuses to collect the parcel, refuses delivery, provides an incorrect address, provides an incorrect phone number, remains unreachable, or abandons the shipment, Aquasnap shall not be liable for any loss. Shipping and packing charges are non-refundable.

16. Fraud prevention

To protect both customers and Aquasnap:

  • Every order is photographed before dispatch.
  • Packing may be video recorded.
  • Package condition may be documented before shipment.
  • Customer communication may be retained for service verification.
  • Fraudulent claims may be rejected after verification.

Submitting false claims, edited videos, manipulated evidence, or attempting to obtain refunds dishonestly may result in cancellation of future orders and legal action where applicable.

17. Right to refuse service

Aquasnap reserves the right to refuse or cancel any order if:

  • Fraud is suspected.
  • Customer behaviour is abusive or threatening.
  • Transport is unavailable.
  • Weather conditions are unsafe.
  • Live stock becomes medically unfit before dispatch.
  • Government restrictions apply.

18. Limitation of liability

Our liability, if established, shall generally be limited to the value of the affected product(s), subject to applicable law. Aquasnap is not responsible for indirect, incidental, consequential, or special losses arising from delays, transport issues, customer handling, aquarium conditions, or events beyond our reasonable control.

19. Health & biosecurity

All livestock are visually inspected before dispatch.

Although we strive to provide healthy stock, fish are living animals and may carry naturally occurring microorganisms despite careful husbandry. Customers are encouraged to quarantine new arrivals before introducing them into existing aquariums.

20. Customer agreement

By placing an order with Aquasnap, you confirm that:

  • You understand the risks involved in transporting live aquatic animals.
  • You agree to all policies stated above.
  • You accept the shipping method selected.
  • You understand the mandatory claim process.
  • You acknowledge that live fish require proper care after delivery.
  • You agree that these terms govern your purchase, subject to applicable Indian law.

Thank you for choosing Aquasnap. We are committed to providing healthy livestock, quality aquarium products, secure packing, and honest customer service across India.