Terms and Conditions

These Terms and Conditions apply to all purchases made through our website easytropicalfish.co.uk. By placing an order, you agree to these Terms.

WHO WE ARE

Easy Tropical Fish Ltd
Registered Office: 20 Abergele Rd, Colwyn Bay, LL29 7PA, United Kingdom
Contact: contact.easytropicalfish@gmail.com

DELIVERY

We deliver to mainland UK only. Orders placed for addresses outside mainland UK will be cancelled, and a £25 administration fee will apply.

DELIVERY SERVICE VS. ORDER PROCESSING TIME

Please note: delivery service times (e.g. 24 hr service for live fish) refer to the courier’s time from dispatch, not from the time you place your order.
Order processing time depends on product availability, animal welfare checks, and weather. For example:

  • Live fish in stock: up to 15 days

  • Live fish backordered: up to 21 days

  • Dry goods in stock:  up to 7 working days

  • Dry goods backordered: up to 15 working days

DELIVERY COSTS

  • Frozen food: £6.00 or free over £75

  • Dry goods: £6.00 or free over £150

  • Live plants: £6.00 or free over £75

  • Live animals: £48 (wholesale orders priced individually)

  • Fish tanks: priced individually

COLLECTIONS

  • Same timeframes as delivery apply

  • We will notify you by text or email when your goods are ready

  • Please do not come to collect before receiving notification

  • You must bring your order number and ID matching your order details

DOA POLICY (Dead on Arrival)

If fish arrive dead, you must provide photo or video proof within 1 hour of recorded delivery time (according to tracking).

  • Fish must be in sealed, unopened bag on a white background

  • Proof must be sent via email or WhatsApp

  • If accepted, we will replace the fish; the buyer covers packing and postage

  • No refunds are offered for DOA cases

IMPORTANT DELIVERY TERMS FOR LIVE ANIMALS

  • Mainland UK delivery only

  • Next-day courier service after dispatch

  • Minimum live animal order value: £75 + postage

  • Professionally packed for safety (double/triple bags, thermal boxes, heat packs)

  • We do not ship fish in unsuitable weather. It is not reason for order cancellation or refund.

  • No cancellations for delays caused by weather conditions

  • Buyers are responsible for all claims regarding delayed, lost, or damaged parcels once dispatched

  • Fish selection is random (no specific fish can be chosen)

  • Fish may differ from photos (photos are examples only; most fish are young and may not show adult coloration yet)

  • No live animal sales to customers under 16 years old

RISKS AND CLAIMS

  • Buying by distance sale (specially biying animals and plants) is fully at the buyer’s risk

  • No claims accepted for delivery delays, losses in transport , appearance, age, size, personal preferences, or defrosted in transport frozen items

  • Claims related to courier issues (lost, delayed, damaged) must be made by the buyer directly with the courier

ORDER ERRORS & NON-DELIVERABLE ADDRESSES

  • The customer is responsible for choosing the correct postage option

  • Orders for non-mainland UK addresses will be cancelled with a £25 admin fee

  • Incorrect postage method or undeliverable address: £25 admin fee deducted from refund

RETURNS

  • No returns for live animals or plants under any circumstances (biosecurity)

  • No returns for frozen products, sale items, or pre-order items

  • Other items: return within 14 days (unused, unopened, with written approval)

  • Buyer covers return postage; no unsolicited returns accepted

  • Refunds processed within 90 days of approved return (minus original postage cost)

CANCELLATIONS

  • No cancellations for live animals, live plants, or pre-orders

  • We reserve the right to cancel any order at any time; no liability for losses from cancellation

PAYMENTS & REFUNDS

  • Payments handled by third-party operators (e.g. Stripe, PayPal); we do not store payment details

  • Refunds only issued to the original payment method

  • Refunds processed within 90 days of approval

COPYRIGHT

  • All photos, videos, and materials are owned by Easy Tropical Fish Ltd and protected by copyright

COMPLAINTS

  • Contact us via email only for complaints

  • All complaints must be submitted in writing

  • Complaints via third parties (e.g. payment processors) will be declined

GOVERNING LAW

All purchases are subject to UK law.

FINAL NOTE

By placing an order, you confirm you have read, understood, and agreed to these Terms and Conditions.