Cancellation & Refund Policy
Effective Date: May 10, 2026
At Sri Maha Aquarium, we strive to provide quality aquarium products, aquatic plants, livestock, and related items with safe packaging and reliable service. As many of our products are live, fragile, customized, or time-sensitive in nature, the following Cancellation & Refund Policy applies to all purchases made through our website or other sales channels.
1. Order Cancellation
Before Shipping
Orders may be cancelled before dispatch by contacting our support team.
If the order has not yet been packed or shipped, eligible refunds will be processed after cancellation approval.
After Shipping
Once an order has been shipped or handed over to the courier partner, cancellation requests will not be accepted.
Customers are requested to review product details carefully before placing orders.
2. Refund Eligibility
Refunds or replacements may be considered only under the following conditions:
- Wrong product delivered
- Product received in physically damaged condition
- Missing item from the package
- Order could not be fulfilled due to operational issues from our side
All refund or replacement requests are subject to verification and approval by Sri Maha Aquarium.
3. Non-Refundable & Non-Returnable Products
The following products are generally non-refundable and non-returnable:
- Live plants
- Live fish
- Shrimp and snails
- Fish food
- Aquarium medicines
- Customized aquariums
- Customized terrariums
- Customized décor items
- Special order products
- Opened or used products
Due to hygiene, biological sensitivity, customization, and perishability, these products cannot be returned once shipped.
4. Damaged, Incorrect, or Missing Orders
If you receive:
- A damaged product
- Wrong product
- Missing item
- Tampered package
Please contact us within 24 hours of delivery with:
- Order number
- Clear photos/videos
- Proper unboxing video proof
Claims reported after the allowed timeframe may not be eligible for review.
5. Unboxing Video Requirement
For any damage, missing item, wrong product, or refund-related claim, customers must provide a proper unboxing video.
The unboxing video must:
- Be recorded in a single continuous clip
- Start before opening the package
- Clearly show the sealed package and shipping label
- Continue without cuts, pauses, edits, or camera breaks until the full unboxing is completed
Edited, incomplete, paused, or manipulated videos may not be accepted for claim verification.
Without valid unboxing proof, Sri Maha Aquarium reserves the right to reject refund, replacement, or damage claims.
6. Live Plants & Livestock Disclaimer
Live plants and aquatic livestock are sensitive biological products.
Natural variations may occur in:
- Color
- Size
- Shape
- Leaf structure
- Pattern
- Growth condition
Minor transit stress, leaf melt, acclimation delay, or environmental adjustment may occur after delivery.
Sri Maha Aquarium is not responsible for losses caused due to:
- Improper acclimation
- Poor water quality
- Temperature fluctuations
- Incompatible tank conditions
- Improper handling
- Customer negligence
- Delay in unpacking after delivery
Customers are advised to provide proper care immediately after receiving live products.
7. Refund Processing
Approved refunds are generally processed within 7–10 business days. Actual credit timelines may vary based on the customer’s bank, payment provider, or financial institution.
Shipping charges are generally non-refundable unless the issue occurred due to our error.
8. Failed Deliveries
Refunds may not be applicable in cases where delivery fails due to:
- Incorrect address provided by customer
- Unreachable contact number
- Customer unavailable during delivery
- Repeated delivery rejection
- Refusal to accept package
Additional shipping charges may apply for re-shipping requests.
9. Cancellation by Sri Maha Aquarium
Sri Maha Aquarium reserves the right to cancel any order due to:
- Product unavailability
- Incorrect pricing
- Courier limitations
- Restricted delivery location
- Suspected fraudulent activity
- Technical errors
- Unforeseen operational issues
Eligible refunds, if applicable, will be processed accordingly.
10. Limitation of Liability
Sri Maha Aquarium shall not be liable for:
- Courier transit delays
- Indirect or consequential damages
- Improper handling after delivery
- Delayed acclimation losses
- Environmental or water-condition-related losses
Our maximum liability is limited to the purchase value of the affected product only.