Policies

At CJ Aquatic are dedicated to ensuring the safe and healthy delivery of live fish, shrimp, plants and snails to our customers. To maintain the well-being of these delicate creatures, we adhere to the following shipping guidelines:

Shipping Days: Live fish, shrimp,plants and snails are shipped on Mondays through Thursday only. This schedule is designed to avoid extended transit times and minimize the possibility of the animals/ plants being held at a shipping facility over the weekend. Orders placed Thursday or after will be shipped the following Monday to ensure they reach you promptly and in optimal condition.

Customer Responsibility: It is the responsibility of the customer to ensure that someone is available to receive the shipment on the expected delivery date. Please make arrangements to receive the package on the scheduled delivery day to prevent the live animals from being left unattended at your doorstep or in a shipping facility.

Unforeseen Circumstances: We understand that unforeseen circumstances may arise that prevent customers from being present during the delivery window. In such cases, we recommend notifying us as soon as possible to make alternative arrangements or reschedule the delivery to ensure the well-being of the live creatures.

Packaging and Handling: We take great care in packaging live fish, shrimp, plants and snails to withstand the shipping process. Our packaging is designed to maintain a stable environment to keep the animals healthy during transit. In the event of any unforeseen issues or delays, please contact us immediately upon receipt of the package.

Live Arrival Guarantee: We stand by the health and well-being of the animals we ship. In the unfortunate event that any live creatures arrive deceased, please document the condition of the package and its contents upon arrival and contact us within 1 hour of delivery. Please see our DOA policy,

We appreciate your understanding and cooperation in adhering to these shipping guidelines to ensure the safe and humane delivery of live fish, shrimp, and snails. If you have any further questions or require assistance, please don’t hesitate to contact us.

At CJAquatic, we want you to be completely satisfied with your purchase. Please read our returns policy carefully:

• 30-Day Returns on Dry Goods: You may return dry goods within 30 days of delivery. The buyer is responsible for return postage costs to the following address:CJAquatic
  10 Coles Lane
  Yetminster, DT9 6LP
  United Kingdom
• Condition of Returned Goods: All returned items must be in salable and unused condition. Once we receive and inspect the returned goods, a refund will be processed.
• Reporting Damaged Items: If you receive damaged items, you must report the damage within 2 hours of delivery. Please email enquiries@cjaquatic.co.uk and include clear images of the damaged item(s). A refund or replacement may be arranged based on the reported issue.
• No Returns on Live Animals and Plants: We do not accept returns on live animals or plants. Please refer to our DOA (Dead on Arrival) Policy for further information regarding any concerns with live goods.

We appreciate your understanding and cooperation in adhering to our policy to ensure a smooth and efficient process for all returns.

At CJ Aquatic, we take great care in ensuring the health and safe delivery of live animals and plants to our customers. Despite our best efforts, unfortunate incidents of loss during transit, known as Dead on Arrival (DOA), may occur. To address such situations, we have a policy in place:

Definition of Dead on Arrival (DOA): Dead on Arrival refers to the unfortunate instance when upon arrival the animals are deceased. To qualify for a DOA claim, the following conditions must be met:

1. The fish,snail or shrimp must be reported as deceased within 1 hour of arrival.
2. Clear and detailed images showing the animal in the unopened packaging, clearly displaying the condition of the animals.
3. Images must also depict the overall condition of the packaging upon arrival.

Procedure for DOA Claims: Should you encounter a DOA situation, follow these steps to make a claim:

1. Contact Us: Notify us within the designated timeframe after delivery. Include detailed images of the deceased animal within the unopened packaging and the condition of the package.
2. Submit Evidence: Attach the required images illustrating the deceased fish and the condition of the packaging to your claim.
3. Claim Review: Our team will thoroughly review the submitted evidence to verify the claim’s eligibility.
4. Resolution: If the claim meets the DOA criteria, resolution options may include a refund, partial refund or a replacement for the deceased fish. Shipping will not be refunded and should a replacement be agreed, shipping must be paid.

At CJAquatic, we are committed to protecting your privacy and ensuring that your personal data is handled responsibly. This GDPR policy outlines how we collect, store, and use your personal information in compliance with the General Data Protection Regulation (GDPR).

1. Information We Collect

We collect personal information that you provide directly when making a purchase or interacting with us. This may include:

• Name
• Address
• Email address
• Phone number
• Payment details (processed through secure third-party providers)
• Order history

2. How We Use Your Information

Your personal information may be used for the following purposes:

• Order Fulfillment: To process and ship your order to your designated address.
• Customer Communication: To contact you regarding your order, provide updates, answer your queries, and send information about new products or services if you have opted in for such communication.
• Payment Processing: To process your payments securely through trusted payment gateways.
• Legal Compliance: To comply with legal obligations, such as tax and accounting requirements.

3. Data Retention

We will retain your personal data only as long as necessary for the purposes for which it was collected, including for fulfilling orders, managing returns, and complying with legal obligations.

4. Your Data Rights

Under the GDPR, you have the following rights regarding your personal data:

• Access: You have the right to request a copy of the personal data we hold about you.
• Rectification: If any of your information is incorrect or incomplete, you have the right to request a correction.
• Erasure: You may request the deletion of your personal data, subject to legal retention requirements.
• Restriction of Processing: You can ask us to restrict how we use your data in certain circumstances.
• Data Portability: You can request that we transfer your personal data to another organization in a structured, commonly used format.

To exercise any of these rights, please contact us at enquiries@cjaquatic.co.uk.