Refunds, Returns & DOA Policy

At CoralBay UK we specialise in reef corals, marine livestock and aquarium products.

Because many products sold through CoralBay UK are live or temperature-sensitive, refunds, returns and Dead on Arrival (DOA) claims are handled differently from many general retail businesses.

This page explains which policies apply across the different areas of CoralBay UK.

Which policy applies?

Section Refund & Return Policy
CoralBay Shop CoralBay policy applies
CoralBay Vendor Products CoralBay policy applies
Community Corals Buyer and seller agreement
Marine Marketplace Buyer and seller agreement

For a full explanation of how the platform operates, please see our “How CoralBay Works” page.

CoralBay Shop & Vendor Products

Products purchased through CoralBay checkout, including products sold by approved CoralBay vendors, are covered by this policy.

Approved vendors dispatch many products directly, however CoralBay’s refund, return and DOA procedures apply to these orders.

Order Cancellations

Orders may only be cancelled before dispatch.

Once an order has been:

  • packed,

  • prepared for courier collection,

  • or handed to the courier,

the order can no longer be cancelled.

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

Returns Policy

Due to the nature of reef livestock and other sensitive aquarium products, returns and exchanges are generally not accepted.

This applies to:

  • corals,

  • phytoplankton,

  • Livestock,

  • temperature-sensitive aquarium products.

All sales should therefore be considered final unless otherwise agreed by CoralBay UK.

This policy applies regardless of:

  • change of mind,

  • compatibility concerns,

  • decisions made after delivery,

  • changes in aquarium circumstances.

Any issues relating to product condition on arrival are handled under the DOA policy below.

Dead on Arrival (DOA) Policy

We take great care in packaging and dispatching all livestock and coral orders.

In the unlikely event that an item arrives dead on arrival, a claim may be considered subject to the conditions below.

What Qualifies as DOA?

An item may be considered DOA if it is clearly non-viable upon arrival and prior to acclimation.

The following do not normally qualify as DOA:

  • colour changes during transit,

  • temporary stress,

  • polyp retraction,

  • shipping stress,

  • decline occurring hours or days after delivery,

  • acclimation-related issues,

  • aquarium parameter issues,

  • compatibility issues within the receiving aquarium.

DOA Claim Requirements

To be eligible for consideration:

  • CoralBay UK must be notified within 2 hours of delivery.

  • Clear photographs must be provided.

  • Photos must show:

    • the item inside the unopened bag,

    • the item after opening,

    • the shipping label or tracking information.

  • The item must not be acclimated prior to documentation.

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

DOA Resolution

If a claim is approved, CoralBay UK may offer one of the following:

  • replacement livestock (subject to availability),

  • store credit,

  • another reasonable resolution where appropriate.

The exact resolution will depend on circumstances, stock availability and the nature of the claim.

Items must not be returned unless specifically requested.

Invalid or Excluded Claims

Claims may be refused where the issue results from circumstances outside our reasonable control, including:

  • missed delivery attempts,

  • delayed collection from depot,

  • incorrect delivery information,

  • parcels left unattended,

  • failure to follow courier tracking,

  • delays caused by severe weather,

  • failure to receive the parcel promptly,

  • delivery requests outside our published shipping schedule.

Customers are responsible for ensuring someone is available to receive the shipment.

Community Corals

Community Corals listings are posted by independent reef hobbyists.

CoralBay UK provides the listing platform but is not the seller of these corals.

Any refund, replacement, DOA arrangement or dispute relating to a Community Coral listing must be resolved directly between the buyer and seller.

CoralBay UK does not process payments for Community Coral transactions and cannot guarantee outcomes between users.

Marine Marketplace

Marine Marketplace listings are private user-generated listings.

CoralBay UK is not the seller of Marketplace items and is not responsible for:

  • item condition,

  • livestock condition,

  • collection arrangements,

  • shipping arrangements,

  • payment arrangements,

  • disputes between users.

Any refund or return arrangements must be agreed directly between buyer and seller.

Shipping Responsibility

Once delivery has been completed, responsibility transfers to the customer.

Dispatch schedules, delivery methods and shipping expectations are detailed in our Shipping, Collection & Delivery Information page.

Need Help?

If your issue relates to an order placed through CoralBay checkout, please contact CoralBay UK promptly and provide:

  • your order number,

  • details of the issue,

  • supporting photographs where appropriate.

For Community Corals or Marine Marketplace listings, CoralBay UK may review reports of misuse of the platform but cannot guarantee a refund or resolution for private transactions between users.

Related Policies

Please also refer to:

  • Shipping, Collection & Delivery Information

  • Terms & Conditions

  • How CoralBay Works

These pages form part of your agreement when using CoralBay UK.

0
×