This policy explains your rights and our responsibilities when you buy live fish from us online.

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1. Nature of Live Fish Sales
Tropical fish and koi carp are live animals and are classed as perishable goods. Because of this, standard consumer cancellation rights do not apply once the fish have been dispatched.

We only accept returns or offer refunds in specific circumstances, as set out below.

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2. Dead on Arrival (DOA)

We’re confident in the quality of our fish and the care we take when packing every order.

That’s why we offer a Live Arrival Guarantee—so you can order with confidence.

If, in the unlikely event, any fish arrive deceased (DOA), we will happily offer a refund for those items.

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• You must notify us within 2 hours of delivery
  You must provide:
  Clear photos of the fish in the unopened bag
  Contact us by email with your order number and evidence

 

If validated, we will offer either:

• A replacement fish (subject to availability), or

• A refund for the cost of the fish (delivery is not refundable)

• Claims made outside the 2-hour window cannot be accepted

 

3. Incorrect or Missing Items
If you receive the wrong fish or items are missing:

• Notify us within 24 hours of delivery

• Provide photos of what you received

• We will arrange a replacement or refund where appropriate

 

4. Returns of Live Fish
We do not accept returns of live fish unless:

• The fish arrived dead, or

• The fish supplied is clearly not what was ordered

• Live fish must never be posted back without written agreement from us

 

5. Health After Delivery
Once fish are delivered alive:
Responsibility transfers to the customer

We are not liable for losses caused by:

• Poor water quality

• Incorrect acclimatisation

• Incompatible tank mates

• Inadequate tank size or filtration

 

We provide care guidance, and it is the customer’s responsibility to follow it.

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6. Cancellations
Orders can be cancelled before dispatch for a full refund. Once dispatched, orders for live fish cannot be cancelled.

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7. Non-Live Products
For dry goods (food, equipment, treatments):

 

• You can return unused items within 14 days of delivery

• Items must be in original packaging and resaleable condition

• Return postage is the customer’s responsibility unless the item is faulty

• Refunds will be processed within 7 days of receiving the returned item

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8. Faulty Goods
If any non-live item is faulty:

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• Notify us within 14 days

• Provide photos where possible

• We will offer a replacement or refund, including return postage if required

 

9. Contact Us
To report a problem, contact:

Email: info@coppermillaquatics.co.uk
 

Include:

• Order number

• Description of issue

• Photos where relevant

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