Refunds, returns & DOA

1. Start here: what kind of purchase is it?

If something has gone wrong, report it promptly and keep the item, packaging and evidence where safe. The correct route depends on how you bought, not just where the advert appeared.

2. Cancellations and change of mind

Contact us as early as possible

For a Shop or Vendor order, email support@coralbay.uk with the order number and a clear request to cancel. For a protected purchase, use the purchase record and contact support. We will check payment, dispatch, seller commitments and the rights that apply. Do not assume an order is cancelled until you have the outcome recorded.

For goods without a statutory change-of-mind right, an early cancellation can be considered before preparation or dispatch, but may not be possible once the order has been committed for supply. Being packed or dispatched does not remove a cancellation right that the law gives you.

Eligible distance purchases from a trader

For a qualifying distance sale, you can normally cancel without giving a reason up to 14 days after receiving the goods, then have a further 14 days to return them after notifying the seller. Exceptions can apply, including goods liable to deteriorate or expire rapidly. The exception must fit the actual product; it is not a blanket rule for every aquarium item.

Eligible refunds include the basic outbound delivery charge. Any extra premium for a more expensive delivery option need not be refunded. Refunds are made within the applicable legal deadline; for returned goods this is normally within 14 days of receipt back or earlier evidence of sending them back. We do not charge a cancellation administration fee.

Tell us clearly by email or another unambiguous statement; the optional cancellation form below is available. Do not rely on refusing a parcel alone. For a direct trader sale, send the notice to that seller and keep a copy.

Livestock and sensitive products

CoralBay does not offer a general discretionary change-of-mind return for live corals, livestock or other genuinely perishable products where the legal cancellation exception applies. Aquarium incompatibility or a later change of plans is not normally covered by the voluntary DOA/Protection process. Fault, misdescription and other applicable rights remain separate.

An internet-only auction does not automatically remove trader distance-sale cancellation rights. A genuine private sale usually has no statutory cooling-off right. Check the seller’s status and the specific product, rather than assuming every auction is “all sales final”.

3. Shop and Vendor livestock: two-hour DOA reporting

For Shop and approved Vendor livestock orders, notify CoralBay within two hours of delivery if an item appears dead on arrival. Email support@coralbay.uk with the order number, affected item and delivery time. CoralBay coordinates the review; for Vendor goods, the Vendor remains responsible as the seller.

DOA means evidence that the item was non-viable on arrival. Closed polyps, temporary contraction, transit-related colour variation or ordinary shipping stress do not by themselves establish that a coral is dead. Equally, the label “stress” is not a reason to ignore evidence of a genuine arrival problem.

1. Photograph the item in its original bag or container before acclimation where possible, with clear views of the concern.
2. Photograph the item after opening if this helps show the condition, and retain the original packaging and shipping label or tracking details.
3. Explain when the parcel arrived, when you opened it, what you observed and which items are affected. For a bundle, identify each affected part.
4. If documentation is difficult or a technical problem prevents uploading, email immediately with the information and evidence you can supply. Explain any missing evidence or delay.

An unboxing video can help but is not mandatory. Do not keep viable livestock in harmful conditions or delay reasonable welfare action just to produce evidence. Tell us what action was taken and why.

We review the evidence, delivery circumstances and seller response. An appropriate outcome may be a refund, replacement or another agreed remedy. Store credit is offered only with your agreement where a refund is legally due. The two-hour procedure supports prompt assessment; a later report is not automatically the end of a claim under applicable law.

Later losses due to unsuitable water conditions, compatibility, handling or acclimation are outside the discretionary DOA cover where those causes are established. A problem discovered later can still need assessment if it indicates an issue present at supply.

4. Protected delivery: covered concerns and reporting

The protected-purchase process applies to eligible fixed-price and auction purchases paid through CoralBay. It does not apply to a direct transfer or cash payment made outside that process.

1. Open the protected purchase in My account and choose the relevant problem-reporting action. An informal message to the seller may not open a formal claim.
2. State the problem, timing and requested outcome accurately. Upload clear original photographs and relevant tracking, packaging, description or fault evidence. Keep personal information in the private claim process.
3. Do not click acceptance while a material problem remains unresolved. Respond to reasonable requests for evidence or clarification.
4. If a technical issue stops you reporting, email support@coralbay.uk immediately with the purchase reference, time and evidence. Keep a record of the problem.

For equipment, the current process starts its inspection allowance when verified delivery and the inspection notice are recorded in the purchase. Do not wait for that administrative step to inspect the actual delivery. Non-delivery is a separate concern and should be reported as such.

For coral, you can report an arrival concern before CoralBay has verified delivery. The report window runs from the carrier’s recorded delivery time. There is a separate evidence-upload allowance after the initial report. Where recorded, an evidence extension may be allowed for a genuine delivery or technical problem; do not assume one has been granted.

These timings are configurable and are not confirmation of the current live settings. The purchase record shows the applicable platform deadlines. No email reminder is guaranteed to arrive in time.

Ordinary change of mind, expected minor variation and later aquarium losses unrelated to a covered supply problem fall outside this platform cover. A material discrepancy in identity, quantity, disclosed condition or the actual WYSIWYG item can be different. Review is based on the evidence, not a blanket description of every difference as natural variation.

5. Collection: inspect before confirming handover

For paid collection, inspect the actual item or lot before using the handover code and confirming receipt and acceptance. If there is a material concern, do not accept simply to complete the screen; explain the issue and contact CoralBay.

After accepted handover, there is no separate ordinary CoralBay Protection equipment inspection or coral DOA period for collection. Acceptance may allow seller transfer approval. Mandatory legal rights that apply to the sale remain available.

If collection cannot take place, request an extension through the purchase process or contact support. An overdue collection does not automatically forfeit payment or create a late fee. The outcome needs review of the saved terms and circumstances.

6. Returns and who pays postage

For a protected equipment claim, wait for return authorisation and the recorded address, service and return deadline. Use suitable packaging and the instructed tracked service, then provide tracking and proof of posting. CoralBay may need receipt and checking of a returned item to complete the platform review.

For Shop/Vendor returns, contact support for the correct seller’s instructions and return address. Do not send goods to an address copied from an unrelated parcel. Asking for instructions does not prevent you giving a valid statutory cancellation notice or exercising a legal right.

The protected purchase records who pays authorised return postage. Do not assume all returns are free. If agreed terms say CoralBay pays, a new buyer cost requires your express recorded agreement before posting. A trader must bear return costs where the law requires it; a saved platform setting cannot transfer that duty to a consumer.

For a lawful change-of-mind return, the buyer may bear the direct return cost if properly informed before purchase and no more favourable arrangement applies. Handle goods only as needed to establish their nature, characteristics and functioning. Any lawful deduction for excessive handling must be explained; ordinary inspection is not grounds for an automatic restocking fee.

7. Reviews, refunds and payment holds

CoralBay reviews the purchase record, listing, evidence, relevant timings and both parties’ explanations. Respond promptly and honestly; do not alter media, fabricate tracking or claim a problem that did not occur. If information is incomplete, explain why rather than inventing evidence.

A protected claim can lead to a declined claim with reasons, an agreed partial remedy, an authorised equipment return, a full refund or another recorded resolution. Livestock bundles can be assessed for the affected part rather than automatically treating every item as lost.

A full approved protected-purchase refund includes the item price, original postage and buyer protection fee. Partial refunds and postage adjustments are recorded separately. Refunds use the relevant payment route; confirmation and the time for money to appear depend on processing and the payment provider. Statutory deadlines still apply.

An unresolved claim or provider hold prevents ordinary seller transfer approval. A seller payment is not released simply because the item is marked sold, tracking exists or a buyer has sent a thank-you message. Completion checks and CoralBay approval are required.

For Shop/Vendor orders, the responsible seller must provide any remedy legally due; CoralBay coordinates the support request. A manufacturer’s warranty does not replace the buyer’s rights against a trader.

If you disagree with an outcome, reply to support with the reference, the part you dispute and any new evidence, asking for review. CoralBay’s platform decision does not determine a court’s decision or remove any independent legal or payment-provider right. Do not seek duplicate recovery for the same loss; tell us about a provider dispute or refund.

8. Direct sales and private agreements

For a direct Community Corals or Marketplace transaction, contact the seller about arrival issues, returns or refunds under your agreement and applicable law. CoralBay does not offer its protected-payment refund process for money paid directly to another user.

A genuine private seller generally has fewer consumer-law duties than a trader, but must still have the right to sell and must not materially misdescribe the goods. A seller acting as a business must not present themselves as private to avoid consumer responsibilities. Report suspected fraud or misleading trader status to support@coralbay.uk .

9. Legal rights and cancellation notice

When a trader sells to a consumer, goods must meet the legal standards for description, quality and fitness for purpose. The remedy can depend on the fault, timing and circumstances. Natural variation, used condition or a discounted price do not excuse a material misdescription. Nothing in this policy limits a right the law does not allow us or a seller to exclude.

Optional cancellation form

Use this for a purchase with a cancellation right, or send any other clear cancellation statement. For a Vendor or other trader sale, identify that seller. CoralBay can coordinate Shop/Vendor notices sent to its support address. Direct-sale notices should also be sent to the seller directly.

For further general information, see GOV.UK on returns and refunds . This page describes CoralBay’s procedures; independent advice may help if a legal dispute remains unresolved.