Politique de remboursement

First announce the most basic policy for refunds for plant problems

A）In winter or summer, when the weather is bad, customers who do not choose to buy heating bags or ice bags, we are not responsible for any problems with the plants.

B）If you choose ordinary standard shipping, you cannot guarantee the timeliness, and naturally the quality cannot be guaranteed.

C）The mailing address is pbox. After the goods arrive, the goods will not be picked up within 24 hours, resulting in plant necrosis, and we will not pay.

D）If it is mailed to the door, if it is not handled in time, it will be left outside, because the cold or hot weather causes plant necrosis, we will not pay for it.

E）The most important point, the fastest mailing method, plus protective measures such as heating packs or ice packs equals warranty.

Things don't always go as planned - we'll work to make it right.

If a plant arrives in a poor, unusable condition:

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1)  Simply send us photos of the damaged plant to info@aqua.plantsfish.com within 24 hours of having received your order. ​

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2)  After we have your photos, we will confirm if a refund is in order.

• Please keep in mind that the substrate gel may slosh around during shipment.  Although this causes the plant to arrive in a less presentable state than when we packaged it, this rarely affects the vitality or usability of the aquatic plant.

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3)  If deemed unusable, you can choose to either:

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1) Receive a store credit for the cost of the unusable item(s).

2) Be refunded the cost of the item(s), excluding shipping costs.  

3) Request a re-shipment.  Reshipments will be arranged at our discretion - depending on plant availability and supply levels.  Please note that this option will likely incur a shipping cost.   

​The mailing cost of aquatic plants in our shop does not increase according to the increase in the quantity you ordered. It is unified into standard and express. Please note that the aquatic plant compensation is only limited to express mail. If you choose express mail, the plant will be lost. Within 12 hours after receiving the plant If you take photos and videos, our shop will pay you. If you choose standard mailing, the shop is not responsible for compensation. Because this mailing mode takes a long time and the plant risk is great, it is recommended that respected customers choose express mailing.