Effective Date: 2nd April 2026
Last Updated: 2nd April 2026
Thank you for choosing Aqua Matsya (“Aqua Matsya,” “we,” “our,” or “us”), operated by 21V Agritech Pvt. Ltd. through aquamatsya.com.
Because many of our products are live, sensitive, perishable, hygiene-sensitive, or handling-dependent, we follow a strict no-return policy. Refunds are considered only in limited cases and only after our team has reviewed the required evidence, including a clear unboxing video.
By placing an order on our website, you agree to this Cancellation, Refund & No-Return Policy.
1. No Returns
We do not accept returns on any products sold through our website.
This applies to:
- live plants and any other live or perishable items,
- fertilizers, supplements, and aquarium care products,
- and other products where return handling, storage, contamination risk, or product integrity make returns unsuitable.
Please review your order carefully before placing it.
2. Order Cancellation
We do not guarantee order cancellation once an order has been placed.
If you wish to request a cancellation, you must contact us immediately at [email protected]. Cancellation requests may be considered only if the order has not yet been processed, packed, or dispatched.
Once an order has entered processing, packing, booking, or dispatch, cancellation may no longer be possible.
3. Refunds Are Limited and Case-by-Case
We do not offer automatic refunds.
Refunds may be considered only in limited cases, such as:
- the wrong product being delivered,
- a product arriving materially damaged in transit,
- a product being materially defective at the time of delivery,
- or any other exceptional issue that, in our judgment, justifies a refund after review.
All refund decisions are made case by case after reviewing the evidence shared by the customer.
4. Unboxing Video Is Mandatory
If you wish to raise any issue relating to damage, defect, shortage, incorrect product, leakage, or transit condition, you must record and share a clear, continuous unboxing video.
The unboxing video must:
- begin before the outer package is opened,
- clearly show the shipping label and package condition,
- show the package being opened in one continuous recording,
- clearly show all items received,
- and clearly capture the issue being reported.
Claims raised without a clear and complete unboxing video may not be eligible for review.
5. When the Video Must Be Shared
The unboxing video must be shared with us as soon as the package is received and opened, without delay.
To avoid doubt, the video and claim should be sent promptly on the day of delivery. Claims reported after unreasonable delay may not be eligible for review, especially where product condition may have changed after delivery.
6. Review of Claims
Once we receive your claim and unboxing video, our team will review the issue based on:
- the condition of the outer package,
- the condition of the product at the time of opening,
- the nature of the reported issue,
- the time taken to report the issue,
- and any other relevant order or shipping information.
Submission of a video does not automatically guarantee a refund.
7. Refund Outcome
If, after review, we determine that a refund is justified, we may offer one of the following remedies, at our discretion:
- a full refund,
- a partial refund,
- store credit,
- replacement, where operationally possible,
- or any other fair resolution we consider appropriate in the circumstances.
Any approved refund will be processed to the original payment method, unless otherwise agreed.
8. Issues That May Not Qualify
Refunds may be refused where, for example:
- no valid unboxing video is provided,
- the issue is reported after unreasonable delay,
- the product appears to have been mishandled after delivery,
- the shipping address or delivery details provided were incorrect or incomplete,
- delivery was delayed because the customer was unavailable,
- or the issue arises from factors outside our control after successful delivery.
For live plants and other sensitive products, a degree of natural variation or brief transit-related settling may occur and will not automatically qualify as a refund event.
9. Live Plants and Sensitive Products
Live plants and other sensitive aquarium products are affected by transit time, weather, destination conditions, handling, and post-delivery care.
For these products, prompt opening, inspection, and evidence-sharing are especially important. If there is a concern, please contact us immediately at [email protected] with your order details and the required unboxing video.
10. No Return Shipping
As returns are not accepted, customers should not send products back unless we have expressly instructed them to do so in writing.
Any product sent back without our prior written approval may not be accepted, processed, or reimbursed.
11. Contact for Claims
For cancellation requests or refund review requests, please contact:
Aqua Matsya
Email: [email protected]
When writing to us, please include:
- your order number,
- the name used in the order,
- a brief description of the issue,
- and the unboxing video and photographs, where relevant.
12. Policy Updates
We may revise this Cancellation, Refund & No-Return Policy from time to time to reflect operational, legal, or service updates. Any revised version will take effect when posted on this page, unless otherwise stated.
13. Statutory Rights
Nothing in this policy is intended to limit any non-waivable rights you may have under applicable consumer law.