Effective Date: 1st August 2023
Thank you for choosing Aqua Matsya (aquamatsya.com), operated by 21V Agritech Pvt. Ltd., as your trusted source for premium planted aquarium supplies. This Cancellation and Refunds Policy outlines the guidelines for cancellations and refund requests. By placing an order on our website, you agree to adhere to the terms mentioned below.
- Cancellation Policy: We regret to inform you that we do not accept order cancellations once the purchase has been confirmed and payment has been processed. Kindly review your order details carefully before proceeding with payment. Our commitment to a seamless shopping experience and prompt order processing necessitates this policy.
- Refund Policy: Refunds are only applicable for specific circumstances, and they are processed when a visible unboxing video is available. The video should clearly show the order details, including the order ID and the condition of the received items. We understand that sometimes unforeseen issues may arise, and we want to ensure a fair resolution for both parties.
- Eligibility for Refunds: To be eligible for a refund, customers must provide a video as described in point 2, within 72 hours of receiving the order. The video acts as evidence to assess the condition of the items upon delivery. If the video does not meet the criteria or is not submitted within the stipulated timeframe, the request for a refund will not be processed.
- Refund Processing: Once we receive and verify the unboxing video, our team will assess the condition of the items. If the video demonstrates any discrepancies or damage to the products that were not caused by the customer, we will initiate the refund process. The refund amount will be issued to the original payment method used during the purchase.
- Refunds for Live Items: For live plants, live fish, and crustaceans, we understand the importance of their well-being. If you encounter any issues with live items, please provide the required unboxing video as evidence, and we will proceed with the appropriate resolution to ensure your satisfaction.
- Contact Us: If you believe you are eligible for a refund and have the necessary unboxing video, please contact us at bp@aquamatsya.com within 72 hours of receiving your order. Our team will guide you through the refund process and address any concerns you may have.
- Policy Updates: We reserve the right to update or modify this Cancellation and Refunds Policy at any time. Any changes will be effective immediately upon posting on our website. Please review this page regularly for the latest information.
At Aqua Matsya, we value your trust and strive to provide exceptional products and services. Should you have any questions or need further assistance, please do not hesitate to reach out to us. We are dedicated to ensuring your satisfaction in your aquascaping journey.