Refund policy

Returns & Refund Policy

Due to the nature of live aquatic animals and biosecurity regulations, Betta Elite does not accept returns of any live or deceased fish under any circumstances.

Live Fish Policy

All fish are health-checked before dispatch and packaged carefully to ensure safe transit. Once an order has been shipped or delivered, live fish cannot be returned or exchanged. This policy is in place to prevent biohazard risks, disease transmission, and to protect the health and safety of our stock and customers’ aquariums.

DOA (Dead on Arrival) Guarantee

We offer a Dead on Arrival (DOA) guarantee to ensure customer confidence:

• In the rare event that a fish arrives deceased, customers must notify us within 2 hours of delivery.

• Clear photographic evidence of the fish in the original unopened bag is required.

• Photos must also show the sealed packaging and shipping label.

If the DOA claim is approved, we will offer either:

• a replacement (subject to availability), or

• store credit/refund at our discretion.

Non-Returnable Items

The following items are non-returnable:

• Live fish (betta fish or any live animals)

• Deceased fish

• Opened or used aquatic products where hygiene or contamination may be a concern

Customer Responsibility

Customers are responsible for:

• Ensuring someone is available to receive the delivery.

• Proper acclimation of fish upon arrival.

• Maintaining appropriate water conditions and care.

Failure to follow care guidelines may void any guarantee.

Contact Us

For DOA claims or order issues, please contact us immediately at:
bettaeliteuk@gmail.com
Delivery Details, Tracking & Live Arrival Guarantee | BettaElite UK