Introduction

At Chennai Aquarium Pvt Ltd and Pet Giant App, we are dedicated to providing you with high-quality aquatic products, fish, and pet-related items. We understand that sometimes returns or exchanges are necessary, and we want to make the process as smooth as possible for you. Please review our Return and Refund Policy for both online and offline purchases.

Return Eligibility
You are eligible to return products under the following conditions:

1. Damaged or Defective Products: If an item arrives damaged or defective, you can request a return. Claims for damaged products must be submitted within 2 hours of delivery.
2. Incorrect Items: If you receive an incorrect product, you are eligible for a return. Exchanges will only be processed if we have sent the wrong product.
3. Dead on Arrival (DOA) Claims for Live Fish: We do not accept returns for live fish or live plants under any circumstances, except for DOA (Dead on Arrival) claims. For fish, please follow our DOA policy to ensure eligibility.
4. Non-Returnable Items: Live plants and live fish are not eligible for returns under any circumstances.

Non-Returnable Items
The following products are non-returnable:

• Live Plants and Fish: As live aquatic life cannot be returned once shipped, no returns will be accepted for live plants or fish.
• Opened or Used Products: Products that have been used, opened, or altered in any way.
• Custom Orders: Items that are made-to-order or customized for the customer.

How to Request a Return or Refund

1. Contact Us: To request a return or refund, contact us within 2 hours of receiving your order. You can reach us through:
   • Email: info@chennaiaquarium.in
   • Phone: +91 7358144900
   • WhatsApp: +91 7358144900
2. In your request, please include:
   • Order number
   • Product(s) in question
   • Clear photos or videos of the item(s) (especially for damaged or defective items)
   • Reason for return or refund
3. Unboxing Video: For Dead on Arrival (DOA) claims or damaged products, you are required to submit an unedited unboxing video within 2 hours of receiving the product. This video is necessary for processing your claim.
4. Return Authorization: If your request is approved, you will receive a Return Authorization (RA) number and further instructions on how to proceed with the return.

Refund Process
Once the returned product has been received and inspected, we will notify you regarding the approval or rejection of your refund:

• Refund Method: Refunds will be processed to the original payment method. Please note that shipping costs are non-refundable.
• Exchange Policy: Exchanges are only offered if we have sent the wrong product. We do not offer exchanges for any other reason.

Refunds typically take 7–10 business days to process, depending on your payment provider.

Shipping Costs for Returns

• Damaged or Incorrect Products: If you receive a damaged or incorrect product, we will cover the return shipping costs.
• Customer Returns: For returns that are not due to a defect or error on our part, you will be responsible for the return shipping costs.

In-Store Returns
Please note that in-store returns are not accepted. All returns must be processed through our online channels, regardless of where the product was purchased.

DOA (Dead on Arrival) Policy – Live Fish
If you receive live fish that are dead on arrival (DOA), we will honor your claim under the following conditions:

1. Timeframe: Claims must be reported within 2–3 hours of delivery or pickup.
2. Required Proof: Submit clear, high-resolution photos or videos of the deceased fish while still in the unopened packaging.
3. Unboxing Video: A continuous, unedited video showing the condition of the fish at the time of unpacking.
4. Contact Information: Provide your full name, order number, and contact details when filing a DOA claim.

Resolution: Valid DOA claims are eligible for replacement or store credit. Shipping charges are non-refundable.

Conditions:

• The original packaging must remain unopened.
• Proper acclimatization procedures must be followed upon receiving live fish. Failure to do so may void your DOA claim.

Customer Satisfaction Guarantee
At Chennai Aquarium Pvt Ltd and Pet Giant App, we are committed to ensuring your satisfaction. If you have any questions or concerns, feel free to reach out to us via email, phone, or WhatsApp. Our team is here to assist you and ensure your experience is as seamless as possible.

Contact Information
For inquiries regarding returns, refunds, or claims, please contact us:

• Email: info@chennaiaquarium.in
• Phone/WhatsApp: +91 7358144900

This Return & Refund Policy is designed to protect both the customer and the business, ensuring a fair and efficient process for all transactions. Let us know if you'd like further adjustments or if you'd like this information formatted for a specific platform.