Refund & Returns Policy

Refund & Returns Policy

Reefphyto Ltd

We want you to be satisfied with your purchase from Reefphyto. Due to the nature of our products, including live and perishable goods, our refund and returns policy is set out below. This policy operates alongside, and does not affect, your statutory rights under UK consumer law.

Return Authorisation

All returns must be authorised before being sent back.

Customers must contact us by email or phone to agree which items are eligible for return. Once authorised, we will provide return instructions.

Unauthorised returns may be refused.

Unless otherwise stated, return postage costs are the responsibility of the customer and are non-refundable for items that are no longer required.

Returns

Perishable Goods (Live Food)

Live food items are excluded from standard returns due to their perishable nature.

  • DOA (Dead on Arrival) claims must be reported on the day of delivery

  • Clear photo or video evidence of the unopened packaging is required

  • Returns of live food are only required if explicitly requested by us

  • Claims submitted outside these conditions will not 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.

Dry Goods

  • Must be returned within 7 days of delivery

  • Items must be unused, in resalable condition, and in original packaging

  • A handling fee may apply to unwanted returns

Frozen Goods

Due to their perishable nature, frozen goods are non-returnable and non-refundable.

Partial or full thawing during transit does not constitute a fault, provided the item is refrozen immediately upon delivery.

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 for items returned because they are no longer required by the customer, including the original delivery charge and any return shipping costs

  • For items returned because they are no longer required by the customer, third-party payment processing fees incurred at the time of purchase may be deducted from the refund

No deductions will be made where a refund is required due to faulty, incorrect, or misdescribed goods, or where required under statutory consumer rights.

Refund Processing

Approved refunds are processed within 48 hours of receiving the returned item(s), 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 for delivery of live food and dry goods.

Royal Mail only classifies items as lost after this period. Refunds or replacements cannot be issued before this time.

Delayed or missing deliveries must still be reported promptly.

Courier Service (Next-Day)

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 result in no refund or replacement being issued 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 or update this policy at any time. Changes take effect immediately upon being posted on this page.

Need Help?

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