Live Coral Guarantee & Returns Policy
At Countless Corals, we are passionate about bringing the beauty of the ocean to your home. We meticulously hand-select, inspect, and package every coral to ensure it arrives in the best possible condition. Due to the delicate nature of live aquatic organisms, our returns policy is specifically designed to address "Dead On Arrival" (DOA) situations while upholding our commitment to animal welfare.
1. Live Arrival Guarantee (DOA Policy)
We guarantee that all live corals shipped by Countless Corals will arrive alive and healthy. In the unfortunate event that a coral arrives deceased (DOA), we offer a credit or refund under the following strict conditions:
* Immediate Notification Required: You must notify us via email at CountlessCorals@outlook.com within [e.g., 2 hours / 4 hours] of the courier's confirmed delivery time. This short window is essential as the health of live corals can deteriorate rapidly once exposed to unsuitable conditions.
* Clear Photographic/Video Evidence: Your DOA notification email must include:
* Clear photographs/video of the deceased coral(s) still inside their original, unopened shipping bag(s). This is critical to verify the condition upon arrival and prevent claims for issues arising after unpacking. If double-bagged, the outer bag can be removed.
* A clear photo of the shipping label on the box, with the delivery timestamp visible.
* A photo of your overall aquarium setup (showing water clarity and general conditions), as healthy tank parameters are crucial for coral survival post-transit.
* Acclimation & Tank Parameters: Our guarantee covers DOA only. It does not cover corals that show signs of distress or die after being placed into your aquarium. It is the customer's responsibility to:
* Be present to receive the delivery on the first attempt. Unattended deliveries left in unsuitable temperatures or conditions will void this guarantee.
* Acclimate the coral(s) properly to your aquarium's water parameters immediately upon receipt, following best practices for live coral acclimation.
* Ensure your aquarium's water parameters are stable and suitable for the specific coral species purchased. We recommend the following parameters as a guide:
* Salinity: [e.g., 1.024-1.026 SG]
* Temperature: [e.g., 24-26°C / 75-78°F]
* Alkalinity: [e.g., 7.5-8.5 dKH]
* Calcium: [e.g., 400-450 ppm]
* Magnesium: [e.g., 1300-1400 ppm]
* Nitrates/Phosphates: Low and stable.
Claims may be denied if we believe your tank conditions are not suitable for the purchased coral.
* No Tampering/Disposal: Do not discard or tamper with the deceased coral or its packaging until your claim has been fully processed and approved by [Your Company Name]. Removing the coral from its frag plug for [e.g., 24-48 hours] after arrival may also void the guarantee.
* Credit/Refund Resolution: Upon successful validation of your DOA claim, we will offer you one of the following options:
* Store Credit: A full store credit for the value of the deceased coral(s), excluding shipping costs. This credit will be valid for [e.g., 6 months] from the date of issue.
* Refund: NO REFUNDS -store credit only or replacement.
* Replacement (where possible): If the exact coral is in stock and suitable for re-shipping, we may offer a replacement. New shipping charges may apply.
2. General Returns & Cancellations (Dry Goods Only)
* Live Goods Exemption: Due to the perishable nature and strict welfare requirements of live corals, we do not accept returns or exchanges for live animals once they have been received and are not DOA (as per Section 1). Your statutory rights under consumer protection laws, particularly the Consumer Contracts Regulations, specifically exempt perishable goods from the standard 14-day cooling-off period.
* Dry Goods Returns: For all non-live products (e.g., dry goods, equipment), you have the right to cancel your order within 14 days of receipt without giving any reason. You then have another 14 days to return the goods.
* Conditions for Dry Goods Returns: Items must be unused, in their original packaging, and in a resalable condition.
* Refund for Dry Goods: Upon receipt and inspection of the returned dry goods, we will issue a full refund, including the basic cost of outward delivery. Return shipping costs for unwanted dry goods are the responsibility of the buyer.
* Faulty Dry Goods: If any dry goods arrive faulty or develop a fault within a reasonable timeframe, please contact us immediately. We will comply with our obligations under the Consumer Rights Act 2015, offering repair, replacement, or refund as appropriate.
3. Shipping Policy & Delays
* Shipping Method: We ship all live corals via [e.g., next-day delivery / specialised courier service] to minimise transit time and stress on the animals.
* Shipping Costs: Shipping costs are non-refundable.
* Delivery Delays: While we strive for timely delivery, unforeseen circumstances (e.g., extreme weather, courier delays) can occur. We are not responsible for DOA claims arising from courier delays that are beyond our control, provided the packaging and animal welfare standards were met at dispatch. We strongly advise monitoring tracking information provided.
* Incorrect Address: It is the customer's responsibility to provide an accurate and complete shipping address. We are not liable for DOA or loss due to incorrect address information provided by the customer.
4. How to Make a Claim
To make a DOA claim or inquire about a dry goods return, please email us at CountlessCorals@outlook.com with your:
* Order Number
* Full Name
* Contact Details
* Detailed description of the issue
* All required photographic/video evidence (as per Section 1 for DOA)
Our team will review your claim and respond within [e.g., 2-3 business days].
5. Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, where applicable.
Contact Us:
If you have any questions about our policy or your order, please do not hesitate to Email us at CountlessCorals@outlook.com or Phone Directly on 07718814233
Thank you for choosing Countless Corals for your aquatics needs!
Your Reef, Countless Possibilities.