Live Plants & Perishable Goods Policy
Aquassi Ltd – Aquascape Shop

1. Overview
At Aquassi Ltd, we specialise in aquascaping supplies, including live aquatic plants and perishable goods. This policy outlines how we handle, ship, and manage these items to ensure quality and customer satisfaction.

2. Handling & Care

• All live plants and perishable goods are carefully packed to maintain health during transit.

• Staff are trained in handling delicate items, including live plants, substrates, and other perishable materials.

• Products are inspected for quality before shipping.

3. Shipping Guidelines

• Live plants and perishable goods are shipped early in the week to avoid weekend delays.

• Customers should provide an accurate delivery address and ensure someone is available to receive the order.

• Transit times are minimised to maintain freshness and quality.

4. Temperature & Weather Considerations

• We take precautions during extreme weather (heat/cold) and may delay shipments to protect live goods.

• Customers are encouraged to check deliveries promptly upon arrival and follow care instructions provided.

5. Dead on Arrival (DOA) & Faulty Goods

• Claims for damaged or dead plants must be reported within 48 hours of delivery.

• Clear photos of the items and packaging must be provided.

• Upon approval, Aquassi Ltd will offer:

  • Replacement plants (subject to stock availability)

  • Partial or full refund

  • Store credit in exceptional cases

Note: We are not responsible for plant damage caused by:

• Delays beyond our control (courier issues)

• Improper care after delivery

• Extreme environmental conditions at the delivery address

6. Returns & Refunds

• Live plants and perishable items are generally non-returnable unless faulty or DOA.

• Refunds and replacements are processed in accordance with our Returns & Refunds Policy.

7. Customer Responsibility

• Customers must handle live plants promptly and according to care instructions provided.

• Immediate inspection upon delivery is recommended to identify any issues.

8. Contact Us
For questions or claims regarding live plants or perishable goods:
📧 info@aquassi.com

Aquassi Ltd – Ensuring Healthy Live Plants for Your Aquascaping Projects