Live Goods Policy
Aquassi Ltd – Aquascape Shop

1. Overview
Aquassi Ltd sells live goods, including aquatic plants and other perishable aquascaping items. This policy outlines how we handle, ship, and guarantee live products to ensure quality and customer satisfaction.

2. Handling & Packaging

• All live goods are carefully packed to maintain health and minimise stress during transit.

• Staff are trained in safe handling of delicate and perishable items.

• Packaging materials are selected to protect products from damage and temperature extremes.

3. Shipping Guidelines

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

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

• Shipping times are minimised, but Aquassi Ltd is not responsible for delays caused by courier services or external factors.

4. Dead on Arrival (DOA) & Faulty Goods

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

• Photos of the item(s) and packaging are required.

• Approved claims may result in:

  • Replacement live goods (subject to stock availability)

  • Partial or full refund

  • Store credit in exceptional circumstances

Note: Aquassi Ltd is not responsible for:

• Improper care after delivery

• Courier delays outside our control

• Environmental factors at the delivery address (e.g., extreme heat or cold)

5. Non-Returnable Items

• Live goods are generally non-returnable unless faulty or DOA.

• Perishable or custom items cannot be returned once received.

6. Customer Responsibilities

• Inspect live goods immediately upon receipt.

• Follow care instructions provided with the product.

• Report any issues promptly within the required timeframe.

7. Returns & Refunds

• Returns and refunds for live goods are handled according to our Returns & Refunds Policy.

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

Aquassi Ltd – Healthy Live Goods for Your Aquascaping Projects