Return Policy

At Flora and Fauna Aquatic, customer satisfaction is our priority. While we take utmost care to ensure the quality of all products, returns are accepted only for defective or damaged items under the following conditions:

✅ Eligible Returns

  • Items are defective, damaged, or not functioning as described at the time of delivery.
  • Photos or videos clearly showing the defect/damage must be provided.
  • The item must be unused, in its original packaging, and with all accessories (if any).

⏳ Return Window

  • You must notify us of any defect within 48 hours of receiving the item.
  • After this period, returns will not be accepted.

🚫 Non-Returnable Items

  • Live animals (e.g., fish, hamsters, reptiles, birds)
  • Perishable items (e.g., live plants, live food)
  • Opened or used products (e.g., pet food, bedding, supplements)
  • Items damaged due to misuse or neglect

🔁 Return Process

  1. Contact us via WhatsApp (+971561529398) or email sales@fnfaquatic.com within 48 hours of delivery.
  2. Share your order number and photo/video evidence of the issue.
  3. Our team will assess and confirm eligibility for return.
  4. If approved, the item must be returned to our store or collected via courier (charges may apply).

💳 Refund or Replacement

  • Upon verification, we’ll issue a replacement or store credit.
  • Refunds are not provided unless a suitable replacement is unavailable.

📌 Notes:

  • This policy helps protect both customer and animal welfare by ensuring ethical handling of live items.
  • For any concerns, please contact us directly. We're always happy to help!