Refunds
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Live Ornamental Organisms cannot be returned.
Additional non-returnable items:
- Live Ornamental Organisms
- DOA Ornamental Organisms
- Live Aquatic Flora
- Dead Aquatic Flora
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
- Within 30 days from date of your purchase
- Only Food or Aquaculture Pharmaceuticals in its original packaging
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to you VIA Electronic Funds Transfer Payment (EFT), payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven't received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund yet, please contact us by using our contact form.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are Dead on Arrival (DOA) defective or damaged. If you need to exchange it for the same item, send us an email by using our contact form.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, please contact us for return authorization and address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
| TRADING TERMS AND CONDITIONS: |
| IMPORTED FISH ARE ALL FROM OUR REPUTABLE BREEDERS: |
| Our fish are locally bred. Imported fish are quarantined for 4 weeks minimum and are double |
| checked before utilized for culturing to ensure optimum health. If shipped directly without quarantine protocol VIA |
| client consent (written or verbal), we as Namakate Aquatics do however take no responsibility |
| for any damages incurred. |
| Prices are subject to change without prior notice and excludes packaging and transportation. We pride ourselves on our 97% NON-DOA rate. |
| DOA's mean dead on arrival, not the following day. All DOA's are refunded VIA EFT and can not be used as credit for future purchases of Live Fish. |
| Store credit can only be used for Medicine or Food purchases regarding DOA refunds. We always strive to supply healthy fish, |
| and always double check before sending. Orders: On-Time Couriers will always be used for logistics to Windhoek , |
| any third party couriers will be the sole responsibility of the client. Customers pay before live fish are shipped otherwise no stock will be delivered |
| Customers that pay via EFT: A pro-forma invoice will be faxed or mailed upon receiving your order. No stock will be packed and sent out |
| before proof of payment has been received and not emailed to [email protected] or [email protected] . |
| NO ALTERNATIVE ARRANGEMENT REGARDING EFT PAYMENTS WILL BE MADE. |
National orders can be for any amount, as the courier fee is for your account. Thank you for visiting our store.
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