Refund Policy

Refund & Returns Policy

We want you to be completely satisfied with your purchase from Reefphyto. If for any reason you're not, our refund and return policy is outlined below.

Returns

Perishable (Live Food)

  • Must be returned in the original, unopened, and undamaged packaging.
  • Returns must be made by the next working day following delivery.
  • DOA (Dead on Arrival) claims require photo or video evidence submitted on the day of delivery.

Dry Goods

  • Must be returned within 7 days of delivery.
  • Items must be unused, in a resalable condition, and in original packaging.

Frozen Goods

Due to their perishable nature, frozen goods are non-returnable and non-refundable. Partial or full thawing during transit does not qualify as a fault if refrozen promptly upon delivery.

Refund Eligibility

  • Items returned in resalable condition may be refunded or exchanged.
  • We reserve the right to decline refunds for used or damaged items.
  • Custom or specially ordered items are non-refundable unless faulty.
  • Incorrect or faulty items will be refunded along with your return shipping costs (upon proof of postage).
  • Unwanted items do not qualify for a refund on original shipping costs.

Refund Processing

Refunds are processed within 48 hours of receiving your returned item(s), via the original payment method.

Order Cancellations

  • Orders can be cancelled before dispatch.
  • If payment has already been processed, any card transaction fees incurred will be deducted from your refund.
  • Refunds for cancelled orders are processed within 2 working days.

Delivery & Non-Delivery

Standard Delivery (Royal Mail)

Please allow up to 15 working days for delivery of live food and dry goods. Royal Mail only considers items lost after this time, and we cannot issue refunds or replacements before then.

Courier Service (Next-Day)

  • If your courier order does not arrive on the expected date, you must notify us by 6 PM on that day.
  • If not notified in time, no refund will be issued due to the perishable nature of the goods.
  • Shipping fees are non-refundable under any circumstances.
  • In the case of approved DOA refunds, up to £8.95 of shipping cost will be refunded if our courier service was used.

Policy Updates

We reserve the right to amend or update this policy at any time without prior notice. Changes will take effect immediately upon being posted to this page.

Need Help?

If you have any questions or need assistance, please contact us at care@reefphyto.co.uk.