Refunds, Returns & DOA Policy

At CoralBay UK we specialise in live marine livestock and fresh phytoplankton. Due to the perishable and sensitive nature of these products, refunds and returns are handled under strict but fair conditions, outlined below.

By placing an order with CoralBay UK, you agree to the terms set out on this page.

Order Cancellations

Orders may be cancelled only before dispatch.

Once an order has been:

  • packed,

  • prepared for courier collection, or

  • handed over to the courier,

it can no longer be cancelled.

If you need to cancel an order, please contact us as soon as possible after placing it.

Returns Policy

Live Livestock & Phytoplankton

Due to their perishable nature:

Returns are not accepted for:

  • corals

  • invertebrates

  • phytoplankton

  • any other live or perishable products

This applies regardless of reason and includes change of mind, compatibility concerns, or husbandry decisions made after delivery.

Dead on Arrival (DOA) Policy

We take great care in packing and dispatching livestock. In the rare event that an item arrives dead, a DOA claim may be considered under the conditions below.

What qualifies as DOA

A product is considered Dead on Arrival (DOA) if it is clearly deceased at the time of delivery, before acclimation.

The following are not considered DOA:

  • tissue recession occurring after arrival

  • colour loss, stress, or polyp retraction

  • delayed decline hours or days after delivery

  • issues related to acclimation or tank conditions

DOA claim requirements

To be eligible for a DOA claim, all of the following must be met:

  • You must notify us within 2 hours of delivery

  • Clear photos must be provided showing:

    • the item inside the unopened bag

    • the item after opening

    • the shipping label or tracking number

  • The item must not have been acclimated or removed from the bag prior to documentation

Claims submitted outside this timeframe or without adequate evidence may be declined.

DOA resolution

If a DOA claim is approved, the resolution will be at our discretion and may include:

  • store credit, or

  • replacement (subject to availability)

Refunds to the original payment method are not guaranteed for live livestock.

Exclusions & Invalid Claims

DOA claims will not be accepted in the following circumstances:

  • missed delivery attempts

  • delayed collection from a depot or safe place

  • incorrect or incomplete delivery address

  • parcels left unattended after delivery

  • extreme weather delays beyond our control

  • failure to follow tracking information

  • delivery outside our stated dispatch days

Please ensure someone is available to receive livestock orders and that parcels are retrieved promptly.

Shipping & Responsibility

Once an order has been successfully delivered or a delivery attempt has been made, responsibility for the order transfers to the customer.

Dispatch schedules, shipping methods, and delivery expectations are detailed on our Shipping & Delivery page, which forms part of this policy.

Contact

If you believe your order qualifies for a DOA claim or you have a question regarding this policy, please contact us promptly with your order number and supporting information.

Related Policies

For full details, please refer to:

These pages form part of your purchase agreement with CoralBay UK.

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