Returns & Refund Policy

• Change of Mind: You have 14 days from the date of receipt to notify us if you wish to return an item.
  • Items must be unused, in their original packaging, and in a resaleable condition.
  • Return shipping costs for “change of mind” returns are the responsibility of the customer.
• Faulty or Damaged Items: If an item is received damaged or develops a fault, please contact us within 30 days for a full refund, repair, or replacement.
  • For items damaged in transit, please notify us within 24–48 hours with photographic evidence.
• Exclusions: We cannot accept returns on opened medications, water treatments, or “consumable” items (like UV bulbs or O-rings) unless they are faulty.

• Arrive Alive Guarantee: For nationwide deliveries, we guarantee your fish will arrive healthy. In the unlikely event of a “Dead on Arrival” (DOA):
  • You must notify us within half hour of the recorded delivery time.
  • Provide a clear photo of the fish inside the original, unopened sealed bag, on a white background.
• Post-Introduction Policy: Our D.O.A policy will not cover the loss of any fish after they have been acclimatised and released into your aquarium.
• Compatibility: It is the customer’s responsibility to ensure new fish are compatible with their existing setup. We cannot offer refunds for losses due to tank-mate aggression or improper acclimatising/introduction.

• Live plants are considered perishable goods and are generally exempt from standard “change of mind” returns.
• If your plants arrive in poor condition, please contact us immediately with photos so we can arrange a replacement.

1. Contact Us: Email us at thefishbarn@hotmail.co.uk or call 01293 320492 with your order number and reason for return.
2. In-Store Returns: You are welcome to return dry goods or bring water samples to our shop at:
   The Fish Barn, Furlong Farm, Rusper Road, Crawley, RH11 0LN.
3. Refunds: Once we receive and inspect your item, refunds are processed to your original payment method within 14 days.