We want you to feel confident when ordering from Easy Tropical Fish.
Because we sell live animals, plants, and specialist aquatic goods, some items cannot legally or safely be returned.
This Returns & Refunds page applies only to returns and refunds and must be read together with our Terms and Conditions, which take priority in all cases.

Please read the information below carefully before placing your order.

Items That Cannot Be Returned

For animal welfare, hygiene, and biosecurity reasons, we do not accept returns or refunds for:

  • Live fish or other live animals
  • Live plants
  • Frozen food
  • Pre-order items
  • Sale, discounted, clearance, promotional, or special-price items
  • Any product exposed to aquarium water, installation, or use

These restrictions are strict and in line with our Terms and Conditions.

Returns for Other Goods

We may accept returns for non-perishable dry goods only where all conditions below are fully met:

  • The item is unused, undamaged, and in resale condition
  • It remains in fully sealed, original manufacturer packaging
  • The packaging shows no signs of opening, handling, or tampering
  • You have obtained our written approval before sending the item back

Returns sent without previous contact with us and our written pre-approval cannot be accepted under any circumstances.

Unauthorised returns may be refused and returned to sender at the buyer’s cost.

Time Limits for Reporting Faults or Damage

If a non-livestock item arrives faulty or damaged, you must:

  • Contact us within 2 hours of the recorded delivery time
  • Provide clear photographic evidence of:
    • The item received
    • The internal and external packaging
    • Any visible fault or damage

Claims reported after this time may be refused, except where refusal would breach applicable UK consumer law.

Return Postage

  • All return postage costs and transit risks are the buyer’s responsibility.
  • We strongly recommend using a tracked and insured postal service, as we cannot accept responsibility for items lost or damaged during return transit.

Refunds

Where a return is approved and received in acceptable condition:

  • Refunds are issued only to the original payment method
  • Processing may take up to 90 days
  • The following may be deducted where permitted by law:
    • Original postage costs
    • Reasonable handling or inspection costs if applicable

No refund will be issued for items that do not meet the return conditions stated above.

Relationship to Terms & Conditions

This Returns & Refunds page is a customer-friendly summary.
All returns, refusals, limitations, and exclusions are ultimately governed by our full Terms and Conditions.

By placing an order, you confirm that you have:

  • Read and understood the Returns & Refunds policy and the Terms and Conditions
  • Accepted them in full

If you do not agree, you must not place an order.

Contact Us

For all return or refund requests, please contact us first:

Email: contact.easytropicalfish@gmail.com

We will always aim to provide a clear and fair response in line with our Terms and UK law.