Ottocinclus

1. Returns Policy

1.1 Livestock Returns

• We do not accept returns on any livestock including aquatic plants and aquatic animals under any circumstances.

1.2 Non-Livestock Returns (within 7 days)

• Non-livestock items may be returned within 7 days of purchase.
• If the item is inspected and found to be in working condition, the client is responsible for all shipping fees.
• If the item is found to be faulty, a full refund or replacement will be provided and shipping will be covered by Aqua Atlantis.

1.3 Returns After 7 Days

• Returns requested after 7 days will incur a 10 percent handling fee.
• The client remains responsible for all shipping fees.

1.4 Warranty Claims

• Items may be collected from the client or brought back to Aqua Atlantis and will then be sent to the supplier for assessment.
• If the item is found to be in working condition, the client will be liable for all associated shipping fees.
• If the item is confirmed to be faulty, a replacement unit will be provided at no additional cost to the client.

1.5 Preference-Based Returns

• We do not accept returns for items that are no longer to the buyer’s liking after 7 days of purchase.

2. Rights Reserved

• Aqua Atlantis reserves the right to cancel any order and refund the customer for any reason we deem appropriate.
• We reserve the right to refuse service or assistance to any client at our discretion to protect our staff, our business, and the integrity of our operations.

3. Payments

• By placing an order with Aqua Atlantis, you agree to the accepted payment methods: EFT, Cash or Card on Collection, and the payment options provided at checkout.
• We will only ship out your order once full payment has reflected in our account.
• Orders will not be packed, released, or dispatched until payment is confirmed.

4. Shipping Policy

4.1 Shipping Days

• Livestock and plants are shipped Monday to Wednesday only to prevent parcels from sitting in courier warehouses over weekends.
• Non-livestock items may be shipped Monday to Friday.
• Couriers operate Monday to Friday only and do not deliver on weekends or public holidays.

4.2 Shipping Charges

• The Courier Guy charges between R150 and R500 depending on order size and weight.
• If additional courier fees apply this will be communicated after your order is placed.
• PUDO locker to locker for dry goods such as hardscape, soils, gravels, nano tanks, and filtration is R80-R250.
• Local collections in Cape Town are free.

4.3 Shipping Conditions

• If a non-overnight or non-priority shipping option is selected for plants, Aqua Atlantis will not be held liable for any losses or delays that may occur.
• Aquatic animals are only shipped using express shipping.
• If the size or weight of your order exceeds standard courier box dimensions, additional courier fees will apply. These cannot be fully calculated during checkout and will be communicated once your order is processed. The website calculates only the minimum shipping charge. This is company policy.

4.4 Tracking and Courier Responsibility

• We encourage you to track your parcel during transit using the tracking information provided once your order has been dispatched.
• Once parcels leave our facilities they are in the hands of the courier company.
• For delivery updates, rerouting, delays, or any transit-related queries, it is best to communicate directly with the courier service using your tracking details.

5. Live Arrival Guarantee – First 24 Hours

• All livestock is shipped using priority overnight delivery to give the animals the best chance of arriving healthy.
• The 24 hour live arrival guarantee begins the moment the courier collects your parcel.
• If the courier takes longer than 24 hours to deliver your order, Aqua Atlantis cannot accept responsibility for losses related to livestock.

6. DOA (Dead on Arrival) Guarantee

• If any livestock arrives deceased, you must provide proof within 1 hour of receiving your parcel.
• Proof must consist of clear photos or videos of the affected livestock still in their original sealed packaging so that we can assist you properly.

Back Orders and Shipping Exclusions

Kindly note that all back-ordered items are strictly non-refundable.

Please also be aware that free shipping promotions are subject to size and weight limitations. Orders containing large or bulky items, including but not limited to glassware and aquarium cabinets larger than 60cm, do not qualify for free shipping, even if the order value exceeds the free shipping threshold.