Refund policy

Return & Refund Policy

Jasmin Aquatics Store – UAE

At Jasmin Aquatics Store, we take great care in preparing and packing every order, especially live aquatic animals. Due to the nature of our products and animal welfare considerations, we have a strict no-return and no-cancellation policy once an order has been confirmed.

By placing an order with us, you acknowledge and agree to the terms of this Return & Refund Policy.

1. No Returns or Order Cancellations

Once an order has been confirmed and processed, orders cannot be cancelled or returned.

This applies to:

  • Live fish and aquatic animals

  • Plants and other live aquatic products

  • Aquarium equipment and accessories

  • Aquarium supplies and consumable products

  • Any other products purchased through our online store

We strongly recommend reviewing your order carefully, including the product, quantity, size, compatibility, and delivery details before completing your purchase.

2. Damaged or Incorrect Items

While all orders are carefully checked and packed before dispatch, issues can occasionally occur during handling or delivery.

If you receive:

  • A damaged product

  • The wrong product

  • A product that is missing from your order

please contact us as soon as possible at:

support@jasminaquaticsstore.com

Please include your order number, a description of the issue, and clear photographs or videos showing the problem. This allows our team to investigate and resolve the issue as quickly as possible.

3. Replacement Policy

If we confirm that an item was damaged before or during delivery, or that an incorrect item was sent by us, we may provide a replacement for the affected item.

For aquarium products, replacement will generally be provided with the same or an equivalent product, subject to availability.

For live animals, replacement decisions will be handled case-by-case, taking into consideration the circumstances of the delivery and the information provided by the customer.

A refund is not guaranteed and will only be considered at the discretion of Jasmin Aquatics Store where a suitable replacement cannot reasonably be provided.

4. Live Animal Orders

Because live aquatic animals are sensitive to transportation, water conditions, temperature, acclimation, and handling, live animals cannot be returned.

Customers are responsible for following appropriate acclimation and care instructions immediately after delivery.

If a live animal arrives in an unacceptable condition, please contact us promptly at:

support@jasminaquaticsstore.com

Please provide your order number along with clear photographs and/or video evidence of the condition of the animal upon arrival. Our team will review the situation and determine the appropriate resolution.

5. Customer Responsibility

Jasmin Aquatics Store is not responsible for issues resulting from:

  • Incorrect customer-provided delivery information

  • Customer unavailability at the time of delivery

  • Improper acclimation or handling of live animals

  • Inappropriate aquarium or water conditions

  • Failure to follow care or acclimation instructions

  • Delays caused by circumstances outside our reasonable control

  • Damage occurring after successful delivery

6. Refunds

As our products include live animals and aquarium products, we generally do not offer refunds for confirmed orders.

Where a refund is approved by Jasmin Aquatics Store, the refund method and processing time will be communicated to the customer individually.

Refunds, where applicable, may be subject to the circumstances of the order and our assessment of the issue.

7. How to Contact Us

For any concerns regarding a damaged, incorrect, or missing item, please contact our support team:

Email: support@jasminaquaticsstore.com

Please include:

  • Order number

  • Customer name

  • Description of the issue

  • Photos and/or videos where applicable

Our team will review your request and get back to you with the appropriate resolution.

8. Policy Changes

Jasmin Aquatics Store reserves the right to update or modify this Return & Refund Policy when necessary. Any changes will be published on our website with the updated date.

Jasmin Aquatics Store
United Arab Emirates
Customer Support: support@jasminaquaticsstore.com