REAL AQUATICS LIVESTOCK GUARANTEE & DELIVERY POLICY

Should you have any questions regarding our Livestock Guarantee & Delivery Policy please don’t hesitate to contact us.
Retail Customer Orders: 01844216555
Email: info@realaquatics.co.uk

ALL LIVESTOCK IS GUARANTEED FOR SEVEN DAYS

We do not offer refunds for livestock that arrive deceased (DOA) or for any losses that occur within the seven-day guarantee period.

Instead, any verified losses will be replaced free of charge with your next order, subject to the conditions below.

To qualify for a replacement, we require clear supporting photographs sent via email within the guarantee period. (See Section 7 for the evidence checklist.)

If you experience any issues with your livestock or delivery — although rare — please contact us and we will always work to resolve the matter promptly.

1) Definitions

For the purposes of this policy:

“Guarantee Period” means the seven-day period starting on the day of delivery or collection (Day 1).
“DOA (Dead on Arrival)” means livestock that is deceased at the time you first open the delivery packaging on the delivery date.
“Verified loss” means a reported DOA or loss during the Guarantee Period that is supported by clear photographic evidence supplied in line with this policy.
“Next order” means your next livestock order placed with REAL AQUATICS.

2) Courier delivery (Wednesday, Thursday, Friday and Saturday)

Please select your delivery date on the cart page.

Courier delivery is £20 per livestock order
No minimum or maximum order value
All livestock remains covered by our 7-day guarantee
Any verified losses will be replaced with your next order upon receipt of supporting photographs via email
Courier: DX

Courier service level expectation

Our courier collects livestock from us on the evening before your selected delivery date. Delivery is made the following day before 1:00pm, with livestock maintained in the same condition and temperature as at collection. This is a courier target and not a guaranteed delivery time.

Tracking details will be sent directly by DX on the evening of collection. You will also receive a text message around 9:00am on the day of delivery with your estimated delivery time slot.

Please ensure someone is available at the delivery address to receive the livestock on the scheduled delivery date. If the parcel is left unattended, in a safe place, or received significantly later due to no one being available, claims may be declined or assessed case-by-case due to welfare risks outside our control.

3) What happens after I place an order?

You will receive delivery or collection date confirmation by email within 24 hours of purchase.

4) Do I need to read the delivery policy before ordering?

Yes. Please ensure you have read and agreed to our delivery policy before placing an order. By completing a purchase, you confirm your consent to the policy. Nothing in this policy limits your statutory rights.

5) Can I change my delivery or collection date?

Yes — if you need to make a change, we’re happy to reschedule to a more convenient date where possible.

6) Reporting an issue and evidence requirements

To qualify for a replacement under our 7-day guarantee, you must email supporting photographs to info@realaquatics.co.uk within the Guarantee Period.

Please include:

Your order number and delivery postcode (or collection date)
The delivery/collection date
A short description of the issue (DOA / loss during the Guarantee Period)

Photo guidance (to help us verify quickly):

For DOA: photos/video of the livestock in the original bag(s) and packaging, plus a photo of the shipping label on the outer box.
For losses after delivery: clear photos of the livestock and the tank/aquarium environment where relevant.

7) Remedy (replacement with next order)

We do not offer refunds for DOA livestock or losses within the Guarantee Period under this guarantee. Verified losses will be replaced free of charge with your next order.

Where we send a replacement under this guarantee, we dispatch the replacement free of charge with no additional delivery fee.

If a like-for-like replacement is not available, we will offer store credit for the replacement value or an appropriate alternative replacement with your agreement.

If you do not place a further order within 90 days of your claim being accepted, we will issue store credit instead of holding an open replacement indefinitely.

8) Welfare and delivery disruption

Live livestock is sensitive to delays and temperature changes. For animal welfare reasons, we may recommend rearranging a delivery date or postponing dispatch where extreme weather or network disruption is likely to risk livestock health.

9) Important information & policies

Real Aquatics does not hold livestock in our public retail stores
We manage and operate the logistics and distribution of aquatic livestock across the UK for both trade and retail customers
Due to the volume of livestock processed daily, we are unable to provide photographs of individual fish
Our experienced team will always select livestock as close as possible to the advertised images
All sizes listed on our website are approximate, as livestock is seasonal and naturally variable
Our website does not reflect live UK distribution centre stock levels
All livestock displayed is available for delivery or collection within 14 days of purchase
If there are any changes to your delivery or collection date, we will contact you immediately
Currently, 95% of retail orders are delivered on the customer’s selected delivery date

10) Cancellations and returns (live animals)

For welfare and biosecurity reasons, live livestock cannot be returned once collected or delivered.

If you need to cancel or amend an order before dispatch/collection, please contact us as soon as possible and we will do our best to help.

11) Legal note

This Livestock Guarantee & Delivery Policy explains our processes and our replacement guarantee.

Nothing in this policy affects your statutory rights under UK consumer law.