Your satisfaction is our priority. We've made returning items simple and transparent.
To ensure your refund can be processed smoothly, please adhere to these conditions for specific product types:
Unused Requirement: All aquarium hardware (tanks, filters, heaters, pumps, lights) must be returned unused, dry, and in factory-sealed packaging.
Warranty: If a pump, heater, or light fixture fails after being installed and used, it is typically covered under the manufacturer's warranty, not the standard return policy. We will gladly help you process a warranty claim with the manufacturer.
Hygiene Standard: For the safety of all pets, we cannot accept returns on any food, treats, supplements, or consumables that have been opened or used.
Unopened Exception: If you ordered the wrong size or flavor and the product is completely sealed and unopened, you may return it within the 30-day window. The customer is responsible for the return shipping cost.
Original Condition: These items must be returned clean, unused, and undamaged with all original packaging and tags attached.
Wear and Tear: Items damaged due to pet use (e.g., chewed toys, ripped beds) are not covered by our standard returns policy.
We take extraordinary care in packaging and shipping our livestock to ensure their safe arrival. Our guarantee covers the rare event of a Dead On Arrival (DOA).
We guarantee that all livestock will arrive alive. If any animal is Dead On Arrival, we will offer a credit towards your next purchase for the full cost of the animal(s), or a refund for the cost of the animal(s).
Please Note: This guarantee covers the cost of the livestock only, not the shipping costs.
To qualify for a DOA credit/refund, you must notify us immediately upon delivery.
You must report the DOA via email to admin@fintasticpets.co.za within 2 hours of the carrier's recorded delivery time.
Claims submitted after this 2-hour window will unfortunately be void.
This procedure must be followed precisely to validate your claim:
Do Not Open the Bag: Take clear photographs of the deceased animal(s) while they are still in the original, unopened shipping bag.
Take a Second Photo: Take a second clear photograph of the deceased animal(s) after they have been removed from the bag and placed on a surface next to a piece of paper with your Order Number and the Date written on it.
Email Us: Send the photos, your Order Number, and a brief description of the incident to admin@fintasticpets.co.za.
Wait for Confirmation: Do not discard the deceased animal until your claim has been fully processed and confirmed by Fintastic Pets and Aquariums.
The Fintastic DOA Guarantee will be voided if any of the following occur:
Opened Bags: The animal was removed from the original shipping bag prior to photos being taken and the claim being submitted.
Failed Delivery: Shipments delayed or held due to an incorrect address provided by the customer.
Unaccepted Delivery: Failure to accept the package on the first delivery attempt or any delayed pickup from the carrier if a hold was requested.
Improper Acclimation: Any death that occurs after the fish has been introduced into the customer’s tank is not covered.
Our customer service team is here to help with your return