Refund policy

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Refund & Returns Policy

At The Glass and Gill – Aquascape, we are committed to providing quality livestock, plants, and aquarium products. Due to the nature of our products, the following terms apply.

Live Fish, Shrimp & Livestock

All livestock is carefully inspected before dispatch.

Due to the sensitive nature of live animals, we do not offer refunds, returns, or exchanges on live fish, shrimp, snails, or other livestock once they have been collected, shipped, or delivered.

If livestock arrives deceased (DOA), claims must be submitted within 2 hours of delivery and must include:

  • Clear photographs of the unopened bag
  • Clear photographs of the livestock within the bag
  • Your order number

Approved DOA claims may be eligible for a store credit or replacement at our discretion.

No refunds, replacements, or credits will be issued for livestock losses occurring after the livestock has been introduced into the aquarium.

Aquatic Plants

Aquatic plants are living products and may vary in size, shape, and colour.

Returns and refunds are not available for plants due to improper care, water parameters, lighting conditions, shipping stress, or compatibility issues.

Any concerns regarding plant condition upon arrival must be reported within 24 hours of delivery.


Dry Goods & Equipment

We offer returns on unused and unopened products within 7 days of receipt.

To qualify for a return:

  • The item must be unused.
  • The item must be in its original packaging.
  • Proof of purchase must be provided.

Approved returns may be refunded, exchanged, or credited to your account.

Shipping costs are non-refundable.


Damaged or Incorrect Orders

If you receive an incorrect or damaged item, please contact us within 48 hours of receiving your order.

Where applicable, we may request photographs of the product and packaging before processing a replacement or refund.


Refund Processing

Approved refunds will be processed to the original method of payment where possible.

Processing times may vary depending on your bank or payment provider.