Refund & Cancellation Policy

• Before dispatch — you can cancel for a full refund. Contact us as soon as possible with your order number.
• After dispatch — orders cannot be cancelled once handed to the courier, because live goods cannot be re-sold after transit.

We may cancel an order ourselves — with a full refund — if stock is unavailable, your area is not serviceable, or weather conditions make shipping unsafe for livestock.

We keep these animals and plants ourselves, and we know what it is like to wait a week for a box and find it did not make it. So if live plants or livestock arrive dead or damaged, you get the full cost of that item back— not a partial credit, and not a voucher. India's first online store to offer this, and we have honoured claims this way for five years.

You may take a replacement with your next order instead of the refund, whichever you prefer, subject to availability.

An unboxing video is required. Photographs are not accepted for DOA claims. A photograph shows a dead animal; it cannot show whether it was alive when the box was sealed, and that is the only thing the claim turns on. To make a claim:

• Record one unbroken video of the parcel being opened, starting before the outer packaging is cut and continuing until the item is visible. A video that begins after the box is open cannot be accepted.
• Send it to us within 24 hours of delivery, with your order number.

The refund covers the product. The courier charge is not refundable — that money has gone to the carrier for a journey they did make, and we cannot recover it.

• Claims made more than 24 hours after delivery, or without an unboxing video that begins before the packaging is opened. Photographs alone are not sufficient.
• Deaths or decline caused by unsuitable tank/terrarium conditions, incorrect acclimatisation, or care after delivery.
• Normal variation in size, colour, shape or leaf count from the photographs shown.
• Melting or leaf-drop in aquatic plants — this is a normal transition response, and healthy plants usually regrow within a few weeks.
• Delays, damage or losses caused by an incorrect delivery address or an unreachable phone number.
• Packages refused at delivery, or left uncollected and returned to us.

Unused hardscape, tools and accessories in their original condition and packaging can be returned within 7 days of delivery. Return shipping is payable by the customer unless the item arrived damaged or incorrect. Once we receive and inspect the item, a refund is issued to the original payment method.

Approved refunds are initiated within 2–3 business days. Once initiated, funds usually reach the original payment method within 5–7 business days, depending on your bank or payment provider. Shipping charges are non-refundable unless the entire order was cancelled by us or arrived damaged.

Email or message us with your order number, a short description, and your photos or unboxing video: