Returns & Refund Policy

Live Arrival Guarantee
We take great care in shipping our fancy goldfish to ensure they arrive healthy and in excellent condition. We offer a Live Arrival Guarantee under the following conditions:

Customers must be available to receive and acclimate the fish immediately upon arrival.

Any issues must be reported within 2 hours of delivery, with clear photographs of the fish in its unopened bag.

If a fish arrives deceased, we will issue a replacement or store credit, excluding shipping costs.

Refunds are not provided for live fish but may be considered in rare circumstances at our discretion.

Returns Policy
Due to the nature of live animals, we do not accept returns on live fish. If you experience any issues with your order, please contact us promptly, and we will work with you to find a suitable resolution.

Cancellations & Order Changes

Orders can be cancelled within 24 hours of placement for a full refund.

After 24 hours, cancellations may not be possible as fish may already be prepared for shipping.

Changes to orders (such as different fish selection) must also be requested within 24 hours of order placement.

Shipping Issues & Delays
We are not responsible for shipping delays caused by courier services, weather conditions, or other unforeseen circumstances. However, we will assist in resolving any issues that arise.

Water Quality & Acclimation Responsibility
Once a fish arrives safely, the customer assumes full responsibility for its care. Proper acclimation is essential to minimize stress. We do not provide refunds or replacements for losses occurring after the fish is introduced into the customer’s tank.

Dry Goods & Supplies Returns
For non-live products (e.g., food, equipment, decorations), we accept returns within 14 days of delivery, provided the item is unused and in its original packaging. Return shipping costs are the buyer's responsibility.

For any questions or concerns, please contact our customer support at sales@fancygoldfish.co.uk