Returns & Shipping

This page explains your return rights and our shipping. Live and non-live items follow different rules — please read the relevant section.

7-day right to cancel (distance selling)

Under Article 19 of the Consumer Protection Act, a consumer who buys by distance selling may rescind the contract within seven days of receiving the goods — by returning the goods or giving written notice — without giving a reason or bearing any cost or consideration (for general goods). The seven days run from the day after you receive the goods; you may return the goods, or give notice of rescission via the email/LINE on the Contact page.

Exception for live items

Under Article 2(1) of the Regulations on Reasonable Exceptions to the Right of Rescission in Distance Sales, goods that are perishable, have a short shelf life, or are near expiry at the time of rescission — and which the business has disclosed to the consumer before purchase — may be excluded from the 7-day right. Live corals have these characteristics, and we disclose here that the 7-day cooling-off return may not apply to live items. Instead, our Live Arrival Guarantee protects you; this does not affect your statutory rights regarding defective goods.

⚠️ Whether this live-item exception applies — including whether the mandatory pre-purchase disclosure condition is met — is a legal judgement. Please confirm the wording and scope with a professional before going fully live.

Non-live items (equipment / dry goods)

Non-live items such as equipment and additives are covered by the 7-day right. Returned goods must be complete, unused and in their original packaging. For a lawful exercise of the 7-day right you bear no cost; for exchanges or returns not due to a product defect, who pays return shipping is set out in 【return shipping policy】.

How to request a return

• Contact us via LINE or email with your order number and the reason
• After we confirm, return the item as instructed
• Once we receive and check it, we process the refund or exchange

Refunds

Refunds are returned via your original payment method (currently bank transfer). We complete the refund within 【N】 business days of receiving and verifying the returned item.

Shipping methods and fees

• Live items: temperature-controlled delivery or hand-off in person 【fill in the actual method and cold-chain handling】
• Non-live items: standard courier 【fill in courier】
• Pickup / meet-up: 【fill in available areas】
• Shipping fees: 【fill in fees and any free-shipping threshold】

Timing and weather

We generally arrange dispatch within 【N】 business days of confirming payment (live items are adjusted to suit the weather). We agree a delivery time with you via LINE before shipping. To keep livestock safe, live shipments may be delayed during extreme heat, cold or typhoons. Please make sure someone is available to receive the delivery.

For live-arrival protection and how to claim, see the Live Arrival Guarantee page.