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Sims Tropical Fish

Shipping Policy

🚚 Shipping Policy

This Shipping Policy applies to all sellers on our marketplace and sets the standard for delivery times, methods, and responsibilities.

📦 Processing Time

Orders must be processed and dispatched within 7 business days, unless otherwise stated in the product listing.
Sellers are responsible for keeping buyers informed of any delays or dispatch issues.

🚚 Delivery Methods

Sellers may choose their preferred courier, but all deliveries must include tracking information where available.
Shipping services must be reliable and appropriate for the product type (e.g. next-day delivery for live animals or frozen items).
A signature or delivery confirmation is recommended for all orders valued over £60.

🌍 Delivery Areas

Sellers must clearly state which locations they ship to in their product listings.
Orders must not be accepted for delivery outside the specified shipping areas.
For live animals or temperature-sensitive items, sellers may limit shipping to mainland UK only.

⏳ Estimated Delivery Time

Estimated delivery times must be clearly stated on each product page.
Once dispatched, orders should generally arrive within 1–5 business days, depending on the delivery method.
Buyers must be notified of any unexpected delays.

💷 Shipping Costs

All shipping charges must be clearly displayed at checkout.
If offering free shipping, sellers must not hide costs by inflating product prices in a misleading way.
Sellers may offer combined shipping or discounts for multiple items at their discretion.

❗ Failed or Missed Deliveries

Buyers are responsible for ensuring someone is available to receive the delivery.
If delivery fails due to an incorrect address or two missed attempts, the item will be considered delivered.
In such cases, it is at the seller’s discretion whether to offer redelivery. If redelivery is offered, the buyer will be responsible for the additional shipping cost.

📦 Damaged, Lost or Not Received Items

Sellers are responsible for ensuring items are securely packaged and shipped with appropriate protection.
If an item is damaged or lost in transit, the seller must offer a replacement or a full refund in line with the Refund Policy.
Courier or Royal Mail tracking is considered official confirmation of delivery.
If tracking confirms delivery, the seller is not responsible for loss or non-receipt. In such cases, the buyer must contact the shipping provider directly to resolve the issue.
Cases for “item not received” must not be opened earlier than 7 days after the original estimated delivery date. This allows time for delays and ensures fair resolution for both parties.

📌 Note to Sellers

This Shipping Policy is mandatory for all sellers. Any product-specific exceptions (e.g. for live animals, fragile goods, or custom delivery methods) must be clearly stated in the product listing.

Refund Policy

💳 Refund Policy

This Refund Policy applies to all sellers on our marketplace. It ensures a consistent and fair experience for buyers while protecting the integrity of our platform.

✅ Eligibility for Refund

Buyers may request a refund if:

The item was returned in line with our Return Policy
The item arrived damaged, faulty, or not as described
The order was cancelled within the permitted timeframe and before dispatch

💷 Refund Method

All refunds will be issued to the original payment method used at checkout.
Refunds cannot be issued to alternative accounts or in cash (unless required by law).

⏳ Refund Timeline

Sellers must process approved refunds within 14 days of receiving the returned item or approving a cancellation.

❌ Non-Refundable Items

No refunds are issued for:

Live animals and live plants
Custom-made or personalised items
Digital downloads or opened software
Items returned used, damaged, or outside the return window

🔁 Partial Refunds

If an item is returned in a used or damaged condition, sellers may offer a partial refund at their discretion.

🛠️ Faulty or Incorrect Items

If an item is confirmed to be faulty, damaged, or incorrect, the buyer is entitled to:

A full refund, or
A free replacement (if available)

Return shipping costs must also be reimbursed by the seller in such cases.

📌 Note to Sellers:

This Refund Policy is mandatory for all vendors. Any exceptions must be approved by marketplace admins and clearly stated in product listings.

Cancellation / Return / Exchange Policy

🛍️ Marketplace Sellers / Vendor Return Policy (Standard for All Sellers)

All sellers on our marketplace are required to follow this standard return policy to ensure a fair and consistent shopping experience for customers.

✅ Return Window

Buyers have 14 days from the date of delivery to request a return.

📦 Conditions for Return

Returned items must be:

Unused and in original condition
In the original packaging (where applicable)
Accompanied by proof of purchase (e.g. order number or receipt)

🚚 Return Shipping

Buyers are responsible for return shipping costs, unless the item is faulty or incorrect.
Sellers must provide a return address and instructions within 2 business days of a return request.

❌ Non-Returnable Items

The following items cannot be returned:

Live animals and live plants
Frozen products
Perishable or time-sensitive goods
Custom-made or personalised items
Digital downloads or opened software

🛠️ Faulty or Incorrect Items

If an item arrives damaged, faulty, or not as described, the seller must offer:

A replacement
or
A full refund, including return postage costs

📦 Exchanges

Sellers may offer an exchange at their discretion, depending on item availability.
If no exchange is available, a refund will be offered following the standard return policy.
Exchanges must be requested within the same 14-day window as returns.

❌ Cancellations

Buyers may request to cancel an order within 1 hour (60 minutes) of placing it.
During this 1-hour window, sellers are obligated to accept the cancellation request.
After 1 hour, sellers have the right to decline a cancellation request without providing a reason, especially if the order has already been processed or dispatched.
If the cancellation is accepted after the 1-hour window, any applicable fees or restocking charges may apply at the seller’s discretion.

🛠️ Faulty, Damaged, or Incorrect Items

If an item arrives damaged or not as described, sellers must:

Offer a replacement at no additional cost, or
Issue a full refund, including return shipping

📌 Note to Sellers:

This return policy is mandatory for all sellers unless otherwise approved by the marketplace admin. Listings must clearly state if any items are non-returnable under the policy.