At The Bubbles, we want to ensure that every fish and product reaches you in perfect condition. Because we deal with live specimens, our policy is designed to be fair to both the hobbyist and the business.
1. Cancellation Policy
- Before Shipment: You can cancel your order within 2 hours of placement for a full refund.
- After Processing: Once an order is processed or live fish are packed for transit, cancellations are not accepted.
- Gateway Charges: Please note that a 2-3% payment gateway fee may be deducted from refunds for cancellations made by the customer.
2. Dead on Arrival (DOA) Policy
We take pride in our “Live Arrival Guarantee.” In the rare event that a fish or plant arrives dead:
- Mandatory Video Proof: You must record a clear, unedited video of the unopened oxygen-packed bag within 1 hour of delivery.
- Notification: Send the video and your Order ID to us via WhatsApp ([Your Number]) or Email ([Your Email]) immediately.
- Resolution: Upon verification, we will provide a 100% refund for the cost of the dead specimen or offer a replacement in your next order.
- Exclusions: The DOA guarantee is void if:
- The bag is opened before filming.
- The delivery was delayed due to an incorrect address provided by the customer.
- The customer was not available to receive the package on the first attempt.
3. Returns (Dry Goods & Accessories)
- Eligibility: Non-living items (Food, Filters, Medicine) can be returned within 7 days of delivery.
- Condition: Items must be unused, unopened, and in original packaging with all tags intact.
- Shipping: The customer is responsible for return shipping costs unless the item arrived damaged.
4. Refund Process
- Once your refund is approved, it will be processed through Razorpay to your original payment method (Bank Account/UPI/Card).
- Refunds typically reflect in your account within 5-7 business days, depending on your bank’s processing time.