Refund and Returns Policy

This refund and returns policy applies to all purchases made on the SJ Aquatics website (www.sjaquatics.co.za). By placing an order with us, you agree to the terms outlined below.

1. Live Fish & Livestock

Due to the nature of live animals, we have a specific policy regarding live fish orders:

Dead on Arrival (DOA) Policy

We take every precaution to ensure your fish arrive healthy, including oxygenated bags, insulated boxes, and overnight shipping. However, if a fish arrives deceased:

  • You must notify us within 2 hours of the scheduled delivery time.
  • Take a clear photo of the deceased fish in its original, unopened bag.
  • Email the photo to info@sjaquatics.co.za or send via WhatsApp to 067 408 1338.
  • We will assess the claim and offer a replacement or store credit (at our discretion).
  • Shipping costs are non-refundable for live fish orders.

What is NOT covered

  • Fish that die due to improper acclimation (please follow our acclimation guide in the FAQ).
  • Fish that die due to pre-existing conditions in the buyer’s aquarium (e.g. aggressive tank mates, poor water quality).
  • Losses reported after the 2-hour window.
  • Fish that jump out of the tank or are killed by other tank inhabitants.

Replacement vs Refund

We prefer to offer a replacement on your next order or store credit. Refunds are issued only in cases where a replacement is not possible or practical. Shipping costs are not refundable.

2. Non-Livestock Items (Food, Equipment, Supplies)

Change of Mind

We accept returns on non-livestock items within 14 days of delivery, provided:

  • The item is unopened and in its original packaging.
  • The item is unused and in resalable condition.
  • You cover the return shipping costs.

Once we receive the returned item, we will issue a refund (minus any original shipping costs) within 7 business days.

Damaged or Defective Items

If you receive a non-livestock item that is damaged or defective, please contact us within 48 hours of delivery with photos. We will arrange a replacement or full refund including shipping costs.

3. Order Cancellations

Orders can be cancelled before they have been shipped. If your order has already been dispatched, please refer to our returns policy above.

  • If cancelled before shipping: Full refund (including shipping).
  • If cancelled after shipping: Standard return policy applies.

4. How to Initiate a Return or Claim

To start a return, refund, or DOA claim, please contact us:

Please include your order number and a description of the issue along with any supporting photos.

5. Shipping Costs

Shipping costs are non-refundable except in cases of damaged or defective non-livestock items, or if we made an error with your order. For live fish DOA claims, we do not refund original shipping costs but replacements ship at our cost.

6. Contact

For any questions about this policy, please contact us:

Powered by
►
Necessary cookies enable essential site features like secure log-ins and consent preference adjustments. They do not store personal data.
None
►
Functional cookies support features like content sharing on social media, collecting feedback, and enabling third-party tools.
None
►
Analytical cookies track visitor interactions, providing insights on metrics like visitor count, bounce rate, and traffic sources.
None
►
Advertisement cookies deliver personalized ads based on your previous visits and analyze the effectiveness of ad campaigns.
None
Powered by