Refund policy

Refund Policy

At the Tropical Fish Company, we want you to be fully satisfied with your purchase. We offer a 14-day return policy, which means you have 14 days from the date of receiving your item to request a return.

Eligibility for Return

To be eligible for a return, the item must be in the same condition as when it was received, unused, with all tags still attached, and in its original packaging. You will also need to provide a receipt or proof of purchase.

How to Request a Return

To initiate a return, please contact us via email at jordan@tropicalfishcompany.co.nz . If your return is approved, we will send you instructions on how and where to send the item. Items sent back without first requesting a return will not be accepted.

If you have any questions about our return process, feel free to reach out to us through our Facebook page or contact us page.

Damages and Issues

Please inspect your order upon arrival. If your item is defective, damaged, or you received the wrong item, contact us immediately so we can resolve the issue. We’ll evaluate the situation and make it right.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

• Perishable goods such as live fish or plants
• Custom products such as special orders or personalized items
• Hazardous materials, flammable liquids, or gases

If you have any questions or concerns regarding a specific item, please contact us for clarification.

Returns on sale items will not be accepted.

Exchanges

If you'd like to exchange an item, the quickest way is to return the item you have and, once the return is approved, place a new order for the desired item.

Refunds

Once we’ve received and inspected your returned item, we’ll notify you about whether your refund has been approved. If approved, the refund will be processed to your original payment method. Please note that it may take some time for your bank or credit card company to complete the refund process.

Shipping charges are non-refundable and return freight will need to be arranged at your own cost.

Cancelled Orders

If you wish to cancel an order before it has shipped, please contact us as soon as possible. A 10% cancellation fee will apply. Once the cancellation is processed, your refund will be issued, however it may take up to 14 days to appear on your payment method.

If you have any further questions about our refund policy, don't hesitate to contact us. We're here to help!