Refund policy

DOA Policy:

Last Updated 16/05/2026

Refunds will not be given for change of mind

Chloe's Aquatic Centre are proud to announce we offer a live arrival guarantee on fish & plants! 

If something isn't quite right with your order such as missing items, sick, deceased or undersized livestock or plants please follow the below instructions carefully. 

Please note we may send out multiple shipments for the same order, for instance dry goods and livestock may be shipped separately.

We offer a full replacement or refund* on death on arrival (DOA) for plants and livestock. We do not cover the price of postage.

*Determination of replacement or refund is solely up to staff, and dependent on stock availability. 

Due to our strict quarantine we do not offer returns on plants, or livestock

Fish Terms for DOA -

Our 48Hr Live Arrival Guarantee Covers the loss or sickness of fish up to 48Hr After Delivery, please report any Dead on Arrival (DOA) following the instructions below this page.

Live Arrival Guarantee is voided in the following scenarios

  • If your livestock was delivered unattended where exposed to weather conditions
  • We don't receive any contact within 2Hr after delivery. 
  • Water test results are not provided (if reporting non DOA for instance death or illness signs overnight)

Your tank conditions are not suitable for the livestock for instance 

  • You did not acclimate according to instructions provided 
  • Kept with larger or bullying fish which will nip, or eat fish
  • Your water conditions are not suitable for the livestock for instance incorrect temperature, pH or is a non cycled aquarium. 

For any unwell livestock we will refund in full, you must be able to provide us proof within 48Hr of delivery that the livestock are unwell. You must show they have a sunken belly, worms, ich (white spot), velvet etc.

Undersized Livestock 

For any undersized livestock we offer a partial refund, or compensation. For instance if we send a 5cm fish and it was supposed to be 7cm we will refund or compensate the value difference between sizes. We do not offer refunds for any livestock that are oversized. 

Sexing Fish / Picking out colours/patterns

Unless we sell fish as a pair we cannot guarantee sex of the fish, please write a note at checkout requesting the desired sex, our team will try our best but we cannot make any guarantees. This goes the same for picking out colours or patterns for assorted fish such as livebearers, discus and angelfish. 

Plant Terms For DOA - 

We will do our very best to monitor and quarantine plants for unwanted pests. While most of our aquariums are snail free buying submersed grown aquatic plants is at your own risk, you may encounter pest snails, pests such as planaria, hydra and/or various algae, we do not cover for this. We recommend purchasing tissue culture plants for 100% pest free aquatic plants. 

If you are worried about keeping your aquarium as pest free as possible we recommend dipping your plants in a diluted solution of either bleach, hydrogen peroxide or copper sulfate.  Do this at your own risk we are not responsible for any accidental deaths. To find dosages and duration  for a plant dip we suggest seeking information on aquatic plant groups. 

DOA will be voided if:

  • Incorrect address provided
  • Delivering to a PO Box, Parcel Locker 
  • Delivery is left unattended
  • Not contacted with photo/video proof within 12 hours of delivery
  • Didn't follow acclimation/care instructions provided

How to claim DOA:

Please email us at chloesaquaticcentre@gmail.com with your name, address and order number. With the Subject DOA ORDER NUMBER -

Please include:

  • Items affected & quantity 
  • Relevant photos/videos in bag, tank or other including relevant water test results for reporting non DOA for instance death overnight 

For livestock such as snails it is hard to tell weather they are dead or alive, we ask that you show the snail detached from the shell. For a dead mystery snails this requires only a slight tug. 

We will get back to you as soon as possible 

Out of stock Items - If item/s are out of stock at time of order, and counts for the majority of your order ($ value) where possible we will contact you to find alternatives this may cause delay. We are more than happy to refund or credit some items may qualify for backorder. This is solely up to staff discretion 

Most times we will refund or credit the out of stock items and send the majority of your order next possible shipment date.