Refund policy

 

Livestock, Plants & Product Sales [Refunds & Returns]
Due to the sensitive and perishable nature of live animals and plants, Fresh Start Gardens does not offer refunds or change-of-mind returns on live shrimp, fish or plants. 

Customers are responsible for ensuring they have researched the care requirements, compatibility and suitable water parameters for all livestock and plants prior to purchase. 

For dry goods, aquarium products and accessories, returns or exchanges may be considered if the item is: 
1. Unused and in original packaging
2. Unopened 
3. In resell-able condition

Fresh Start Gardens does not offer cash/card refunds for change-of-mind purchases. Approved returns may instead be provided as:
1. Store credit
2. Gift Cards
3. Product exchange of same value

All return requests are subject to review and approval at the discretion of Fresh Start Gardens. 

Live Arrival (DOA) Policy 
At Fresh Start Gardens, the health and safe arrival of our livestock is extremely important to us. All shrimp and fish are carefully inspected, packed securely, and prepared with great care prior to shipment. 
Please Note: We have never experienced a DOA (Death on Arrival) during shipping.

In the unlikely event that a DOA occurs, the following conditions must be met for the claim to be reviewed and considered eligible under our Live Arrival Policy:
1. DOA claims must be submitted within 50 minutes of confirmed delivery time 
2. Clear photographs much be provided showing: 
- The deceased livestock inside bag
- The original unopened bag they arrived in including rubber band 
- The full packaging and shipping box
3. Livestock must remain sealed within the original unopened bag for assessment purposes
4. Confirmation must be provided that the parcel was not left unattended for longer than 1 hour after delivery

Any use of edited, AI-generated, misleading, or fraudulent images or information during the claims process will result in the claim being immediately denied and may result in permanent refusal of future services from Fresh Start Gardens. 

Once the claim has been reviewed and approved, Fresh Start Gardens may provide an appropriate resolution which may include: 
1. Replacement livestock
2. Store credit
3. Gift card compensation 

Exclusions & Limitations
Fresh Start Gardens is not responsible for DOA claims or product exchange/refund resulting from and not limited to:
1. Courier delays or transport disruptions 
2. Damage caused during transit by the courier service
3. Parcels left unattended after delivery
4. Incorrect shipping information provided by the customer 
5. Livestock removed from the original sealed packaging before assessment 
6. Improper acclimation or unsuitable aquarium conditions for livestock after arrival