Refund policy
Refunds and returns (marine livestock)
Extreme Marine Labs supplies live marine fish prepared under a documented protocol. Due to welfare and biosecurity, live livestock cannot be returned once dispatched.
Cancellations
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Before dispatch: you may cancel an order or allocation before dispatch is confirmed.
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After dispatch: cancellations are not possible once livestock has shipped.
Live Arrival Guarantee (DOA)
If a fish arrives deceased on the first delivery attempt, we will provide store credit or a replacement allocation (subject to availability), provided that:
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You notify us within 2 hours of the recorded delivery time, and
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You supply clear photo and short video evidence of the specimen in the original sealed bag, with the shipping label visible.
14-Day Condition Guarantee
We offer a 14-Day Condition Guarantee on marine fish supplied by Extreme Marine Labs (Day 1 is delivery day). If a fish supplied by us dies within 14 days, we will offer store credit or a replacement allocation (at our discretion, subject to availability) once we’ve reviewed the basic circumstances.
To support a quick resolution, we may request a short “system snapshot” (e.g., temperature, salinity, ammonia/nitrite, livestock compatibility, and recent changes). This helps us understand what happened and prevent repeat issues.
Situations not covered
Guarantee coverage may be affected where loss is associated with:
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missed/late delivery, refusal, redirection, or “safe place” delivery
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incorrect address details supplied at checkout
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aggression or injury from tankmates
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unstable parameters (including detectable ammonia/nitrite), contamination events, or unsuitable environment for the species
Non-livestock items (if applicable): Unused, unopened non-livestock goods may be eligible for return in line with standard consumer returns rules. Where this applies, details will be confirmed at purchase.