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.

If live plants or livestock arrive dead or badly damaged, we will replace them or refund that item. To make a DOA claim:

• Contact us within 24 hours of delivery.
• Send clear photos or an unboxing video showing the affected item and the packaging. An unboxing video is the strongest evidence and we strongly recommend recording one.
• Include your order number.

Once verified, we will send a replacement with your next order or issue a refund for the affected item — your choice, subject to availability.

• Claims made more than 24 hours after delivery, or without photo or video evidence.
• 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: