Our Dead On Arrival (DOA) Guarentee & Policy

Any DOA (dead on arrival) must be reported to Hansons Aquatics within 1 hour of arrival. If your purchase does arrive deceased, whether the loss is caused by carrier’s mishandling or by something we have done, we will replace it free (excluding packaging and shipping), provided you sign for the delivery on time, and the below procedure is followed:

• Immediate action is to be taken upon your orders arrival.
• Photos of the livestock in the unopened bag should be emailed to us (doa@hansonsaquatics.com), and we should be contacted via telephone on 0121 277 4739.

Never dispose of or return a fish without our approval

Our guarantee applies to the first shipment only, not replacements. Shipping and handling charges are not included in this guarantee and will not be refunded under any circumstances.

Our guarantee covers live arrival only. We shall not be held responsibility once the fish is introduced in the tank. To reduce the risk of your existing fish and/or the newly purchased fish becoming ill, we strongly recommend that you quarantine the newly purchased fish for a few days prior to introducing them into your aquarium. This ensures the new fishes’ immune systems have recovered to full strength.

Returns
Unfortunately live stock is not returnable.
We reserve the right to refuse shipment to anyone at our discretion.
Our live stock is treated with the highest care and respect. We are fish keepers too.
All our live stock is quarantined for between two weeks to two months, this ensures that we only sell and send healthy and strong livestock.

Additional note:
As all our livestock deliveries are pre-arranged with you prior to dispatch, you must be available to take delivery of the livestock. Failure to take the collection when it arrives via our chosen carrier (APC Overnight Couriers) will void any guarantee provided by Hansons Aquatics.