Refund policy


Returns & Refunds Policy



We aim to provide clear and fair policies for all customers. Please read this policy carefully before placing an order.





1. Live Shrimp (Live Animals)



Due to the nature of live animals:


  • Live shrimp are non-returnable and non-refundable once shipped
  • Refunds or store credit are only available for shrimp confirmed as Dead on Arrival (DOA)
  • All DOA claims are strictly subject to our DOA Policy, which forms part of our Terms & Conditions



DOA claims must:


  • Be supported by clear photographic evidence
  • Be submitted within 30 minutes of delivery, as recorded by Royal Mail
  • Be emailed to wyldeshrimp@gmail.com with the order number



Claims that do not meet these requirements will not be accepted.





2. Live Plants



Live aquatic plants are living organisms and may naturally vary in size, shape, and appearance.


  • Live plants cannot be returned
  • Minor damage, melting, or leaf loss after shipping is normal and not grounds for a refund
  • Refunds or replacements will only be considered if plants arrive clearly rotten or liquefied
  • Issues must be reported within 24 hours of delivery with clear photographic evidence






3. Shrimp Food, Botanicals & Dry Goods



Shrimp food, botanicals, and other dry goods may be eligible for return under the following conditions:


  • Items must be unused, unopened, and in original condition
  • Issues must be reported within 48 hours of delivery
  • Returns must be approved before items are sent back



Opened, used, or contaminated items cannot be returned or refunded.


Botanicals are natural products and may vary in size, colour, and appearance. Natural variation is not considered a fault.





4. Refund Method



Approved refunds will be issued via one of the following methods, at our discretion:


  • Original payment method
  • Store credit



Shipping costs are non-refundable, except where required by law.





5. Incorrect Orders & Damaged Non-Live Goods



If you receive an incorrect item or a non-live item that is damaged in transit:


  • Contact us within 48 hours of delivery
  • Provide clear photographic evidence
  • We will arrange a replacement or refund where appropriate






6. Exclusions



Refunds or returns will not be accepted for:


  • Live shrimp (outside approved DOA claims)
  • Live plants (except as outlined above)
  • Items reported outside the stated timeframes
  • Damage caused by improper use, acclimation, or care
  • Customer error, including incorrect address or missed delivery






7. Contact Information



All returns, refund enquiries, and claims must be submitted by email to:


wyldeshrimp@gmail.com


Please include your order number in all correspondence.