Customers are entitled to a refund/replacement on any order if our arrive alive guarantee policy is followed correctly. This policy states that in the rare event you receive any DOA (dead on arrival) stock, you should inform Adz Aquatics within 2 hours of the livestock arrival time. This should include photographic evidence and the stock must remain enclosed in the original packaging which should also be visible in your evidence.
 

Please note that after you send your claim we will review this and get back to you within 72 hours. Any claim that that is approved will NOT include the cost of the postage as this is NON refundable. Furthermore, any replacement fish that are sent out will require a payment of the postage cost. 

There are many factors that are out of our control once you receive your livestock, once your livestock enters your tank it is your responsibility. Examples of situations that are out of our control could be:
- Not acclimating livestock in accordance with our acclimation guide.
- Aggressive livestock stressing new inhabitants.
- Incorrect handling/water parameters of your aquarium.

Although we cannot offer a refund for such situations, we may be able to give you advice & guidance so please don't hesitate to get in touch.

Quarentine & Acclimation
We strongly recommend that ALL new livestock should be quarantined & acclimated. Unfortunately we cannot 100% guarantee our livestock are disease free. However, for ease of mind for you as a customer, here at AdzAquatics we take extra precautions. All livestock before shipping will go through our quality assurance checks and we also have our own strict quarantine processes for any new stock we add to our systems.