Refunds, Returns, Guarantee & DOA Policy

Refunds for Unshipped Orders

Refunds are available for unshipped orders within 14 days of payment.
After 14 days, a 50% restocking fee will apply to cover animal care, incurred fees, and loss of sales opportunities.

Dead-on Arrival (DOA) Guarantee

Our DOA credit for replacement is valid only when:

All care instructions have been followed.
The frag or coral has not been removed from the bag, mounted to rockwork, or exposed to dips.
Fish & Invertebrates must still be sealed in the bag.
You notify us *immediately with clear photos (within 1hr of delivery)
Contact us via phone on 07854 524 873.
Refunds are not offered on shipped livestock.
Returns on livestock are not accepted.
Shipping costs are non-refundable as they are paid to third-party couriers.
Any replacement issued is subject to an additional shipping charge.

Mushrooms & Corallimorphs – DOA Policy Exemption

Due to the delicate nature of mushroom corals and corallimorphs (including but not limited to Ricordea, Discosoma, Rhodactis, and related species), these items are excluded from our standard Dead on Arrival (DOA) guarantee. Mushrooms can be particularly sensitive to shipping conditions and may arrive in poor condition despite being packed with the utmost care. Their soft tissue and tendency to detach during transit makes successful shipping more challenging compared to many other coral species.

While we always take every precaution to pack livestock safely and securely, all mushroom and corallimorph purchases shipped via courier are sent entirely at the customer’s own risk.

For this reason, collection is strongly recommended for mushroom corals wherever possible.

By selecting shipping for mushroom or corallimorph species, the customer acknowledges and accepts that these items are not covered under our DOA policy and that no refunds, replacements or credits will be issued for losses related to shipping.

If you have any questions regarding the suitability of shipping specific livestock, please contact us prior to placing your order.

Courier & Delivery Responsibilities

Atlantis Reef Emporium is not responsible for:

Any missed delivery attempts.
Customer-requested courier delivery time changes.
Parcels marked as delivered and signed for by the courier.
If a parcel is marked as delivered, it is the customer’s responsibility to locate it.
Parcel tracking is provided with all orders. Customers must monitor tracking and contact the courier directly if any delays occur.
We do not accept liability for delayed parcels.

Livestock Handling Responsibilities

We do not cover any losses where corals are attached to rockwork against our advice.
We do not cover any losses where fish or invertebrates are released into a tank with incompatible water conditions or livestock.
DOA guarantee applies to fish and invertebrates still in the bag with the security tag intact. Once removed, the responsibility transfers to the customer
DOA guarantee applies to corals still in the bag or frag pot with the security tag intact. Once removed, the responsibility transfers to the customer.
Dipping freshly shipped corals, fish & invertebrates is done at the customer’s own risk.
Guarantee applies to online shipped orders only and does not cover collections.

DOA Proof Requirements

To qualify for DOA credit:

Provide a clear photo of the livestock in the unopened shipping bag or frag pot within 1 hour of signing for delivery.
Send the image via our WhatsApp to 07854 524 873.
Submission time will be verified against courier delivery time.

Additional Conditions of DOA Policy

Livestock must be placed into tanks within 30 minutes of delivery. Losses due to delays are not covered.
If a replacement is unavailable, a credit equal to the original purchase price will be given.
Credit is valid for 3 calendar months from the original purchase date.

Livestock Credit:

Cannot be used towards shipping, dry goods, fish, or invertebrates.
Is strictly only redeemable against livestock.
Discounted livestock receive replacement or credit only equal to the amount paid, not the original retail price.

Damages & Further Issues

Please inspect your order immediately upon receipt and contact us straight away if your item is defective, damaged, or incorrect.
If your parcel arrives damaged, it is your responsibility to make any claims directly with the courier.
It is advised that damaged parcels are photographed and signed for as damaged.

Non-Returnable Items

We do not accept returns on:

Live corals, fish, invertebrates, or other perishable goods.
Special-order items.
Sale or discounted items

Exchanges

We do not offer exchanges on livestock.