Refund & Returns Policy
We want every purchase from Reefphyto to be a positive experience. Due to the nature of our products, including live, perishable, and digital goods, our policy is set out in full below. This policy operates alongside your statutory rights under UK consumer law and does not affect them.
Return Authorisation
All returns must be authorised before being sent back. Please contact us by email or phone before returning any item so we can confirm eligibility and provide return instructions. Unauthorised returns may be refused.
Unless a return is due to a fault, incorrect item, or misdescribed goods, return postage costs are the responsibility of the customer and are non-refundable.
Live Food (Perishable Goods)
Live food items cannot be returned due to their perishable nature. If there is a problem with your order, please contact us as soon as possible.
- DOA (Dead on Arrival) claims must be reported on the day of delivery
- Clear photo or video evidence of the unopened packaging is required
- Physical returns of live food are only required if we explicitly request them
- Claims submitted outside these conditions cannot be accepted
Live food that perishes due to missed delivery, redirection, forwarding services, customer unavailability, or delays outside our control is not eligible for a refund or replacement.
Frozen Goods
Frozen goods are non-returnable and non-refundable due to their perishable nature. Partial or full thawing during transit does not constitute a fault, provided the item is refrozen immediately upon delivery.
Dry Goods
- Must be returned within 7 days of delivery
- Items must be unused, in resalable condition, and in their original packaging
- A handling fee of up to 15% may apply to returns of unwanted items
Digital Products (eBooks and Downloadable Guides)
eBooks and downloadable guides are non-refundable once accessed or downloaded.
By completing your purchase, you acknowledge that delivery of digital content begins immediately and that you waive your right to cancel under the Consumer Contracts Regulations 2013.
If you experience a technical issue preventing access to your purchase, please contact us at care@reefphyto.co.uk and we will resolve it promptly.
Refund Eligibility
- Items returned in resalable condition may be refunded or exchanged at our discretion
- We reserve the right to decline refunds for used, damaged, or incomplete items
- Custom or specially ordered items are non-refundable unless faulty
- Incorrect or faulty items will be refunded in full, including reasonable return postage costs upon proof of postage
- Shipping charges are non-refundable where a return is made because the item is no longer required, including the original delivery charge
- Third-party payment processing fees incurred at the time of purchase may be deducted from refunds on unwanted returns
No deductions will be made where a refund is required due to faulty, incorrect, or misdescribed goods, or where required under your statutory consumer rights.
Refund Processing
Approved refunds are processed within 48 hours of receiving the returned item, using the original payment method.
Order Cancellations
Orders may be cancelled before dispatch. If payment has already been processed, third-party payment processing fees may be deducted from the refund. Refunds for cancelled orders are processed within 2 working days. Orders cannot be cancelled once dispatched.
Delivery & Non-Delivery
Standard Delivery (Royal Mail)
Please allow up to 15 working days before reporting a delivery as missing. Royal Mail only classifies items as lost after this period, and refunds or replacements cannot be issued before this time. Delayed or missing deliveries should still be reported to us promptly.
Courier Service (Next-Day Delivery)
If your courier order does not arrive on the expected delivery date, you must notify us by 6:00 PM on that day. Failure to notify us within this timeframe may affect your eligibility for a refund or replacement due to the perishable nature of the goods. Shipping fees are non-refundable for successfully delivered orders.
Where a DOA refund is approved and our courier service was used, up to £8.95 of the shipping cost may be refunded.
Policy Updates
We reserve the right to amend this policy at any time. Changes apply to orders placed after the date of update and will be published on this page.
Need Help?
If you have any questions or need assistance with an order, please get in touch: