Contact us first: Email admin@artsfishroom.co.za with your order number, what’s wrong, and photos/video where relevant.
1) Faulty or defective goods (equipment, hardgoods)
If an item is unsafe, defective, or not working properly, you may return it within 6 months of delivery and choose repair, replacement, or refund.
If the fault is confirmed, we cover reasonable return/collection costs.
Not covered: misuse, incorrect installation, neglect, accidental damage, normal wear and tear.
2) Damaged in transit / wrong item sent
Report within 48 hours of delivery with clear photos of the item and packaging. We’ll arrange a replacement or refund.
3) Livestock & perishable items (fish, shrimp, plants, foods, cultures)
Because these are time-sensitive:
- DOA / wrong livestock: notify us within 2 hours of delivery with photos/video (including unopened bag(s) where possible).
- If verified, we’ll offer replacement (if available) or store credit, and where appropriate a refund (usually excluding courier unless it was our error).
4) No “change of mind” returns
We don’t accept returns because you changed your mind.
5) Refunds
Approved refunds are processed within 2-4 days of confirmation of refund.