✅ Refund & DOA Policy – CoralBay.uk

Last updated: 29-10-2025

We want every coral to arrive healthy and thriving. Because corals are live animals, there are necessary limitations on refunds and returns.

1️⃣ Refunds Before Dispatch

• Refunds may be issued only if the coral has not yet been dispatched

• Cancellations must be requested within 7 days of purchase

• Refunds apply to the coral value only (shipping not included)

2️⃣ No Returns on Livestock

• Due to animal welfare, we do not accept returns of live corals for any reason

 3️⃣ DOA (Dead On Arrival) Store Credit

If a coral arrives dead on the first attempted delivery, and all instructions are followed:

✅ We issue store credit only (no cash refunds)
✅ Coral value only (shipping cost not covered)

To qualify, the customer must:
1️⃣ Provide clear photos or video of condition
2️⃣ Within 2 hours of recorded delivery time
3️⃣ Coral must remain sealed in original packaging
4️⃣ Email details to shop@coralbay.uk with order number

Outside these rules → no DOA cover.

4️⃣ Delivery Failure Exclusions

DOA or refund does not apply if:

• Delivery attempt is missed, refused, or delayed due to customer unavailability

• An incorrect address was provided

• Coral is not moved into the aquarium within 2 hours of delivery

• Delivery is delayed by the courier

• Parcel is re-delivered or taken to a collection point

• Temperature stress or colour change occurs (normal shipping impact)

Once delivery is attempted at the provided address, risk transfers to the customer.

5️⃣ Condition on Delivery

• Please inspect the parcel immediately

• Contact us straight away if damaged packaging or leakage is visible

• When a parcel is signed for, we assume it has been delivered correctly to the address given

6️⃣ Collections

• No DOA cover applies to in-person collections

• Once collected, coral health becomes the customer’s responsibility

✅ Summary

✅ End of Policy