✅ Dead On Arrival (DOA) Policy — CoralBay.uk

Last updated: 29-10-2025

We pack our corals securely and with care, but because these are live animals, losses during transit can occasionally occur. This policy outlines when cover applies and how to submit a DOA claim correctly.

What is Covered

We provide store credit only for corals confirmed Dead On Arrival (DOA) if:

✅ Coral is dead on first delivery attempt
✅ All reporting instructions are followed carefully
✅ Coral remains sealed in original shipping bag/tub until evidence is provided

Store credit covers the coral value only (shipping is non-refundable).

What You MUST Do — DOA Claim Steps

To qualify for DOA cover, you must:

1️⃣ Upon delivery — photograph the unopened parcel
2️⃣ Unbox and take a clear photo of the coral still inside the unopened bag/container
3️⃣ Email or send via WhatsApp:

  • Photos/videos

  • Order number

  • Brief description
    Within 2 hours of the recorded delivery time
    shop@coralbay.uk
    WhatsApp: 07724 632 132
    4️⃣ Keep coral sealed until we confirm the claim

If any step is missed → DOA cover is void.

Situations Not Covered

❌ Signed-for but not opened within 2 hours
❌ Coral removed from the bag before evidence is provided
❌ Courier delays / missed delivery attempts
❌ Collection orders (no DOA for pickups)
❌ Stress symptoms only (retracted polyps / colour shift)
❌ Incorrect or incomplete delivery address
❌ Coral dipped or placed into tank (becomes your responsibility)

Note: Fading or reduced polyp extension after transit is normal and not a DOA issue.

Acclimation Responsibility

Please:

✅ Float the bag for 15–30 minutes for temperature equalisation
❌ Do not perform harsh dips immediately
✅ Place coral in low-light, low-flow area initially

Once the coral is dipped or placed in your tank, all responsibility for health passes to you.

No Liability for Hitchhikers

We cannot guarantee corals are free from common hitchhikers such as:

  • Micro-fauna

  • Sponges

  • Algae

This is standard with cultured corals.

✅ Summary Table

Scenario Covered?
DOA sealed, proof sent <2h ✅ Store credit
Courier delay / customer not home ❌
Coral opened after >2h ❌
Coral dipped / placed in tank ❌
Stress / colour changes ❌
In-person collection ❌

✅ End of DOA Policy

 

0
×