Refund policy

REFUND & REPLACEMENT POLICY

Last updated: June 2026

At Chess Queen's Aqua Pets (queensaqua.com), we take great care in packing and dispatching every order. Please read this policy carefully before placing an order.

1. NO REFUND POLICY

We do not offer refunds under any circumstances, including but not limited to:
- Change of mind after purchase
- Incorrect product selected by the customer
- Delay in delivery due to courier or logistics issues
- Live animals, live plants, or perishable items
- Items damaged due to misuse, improper setup, or negligence after delivery

All sales are final once an order is placed and dispatched.

2. REPLACEMENT FOR DAMAGED ITEMS

We will offer a FREE replacement if your product is damaged during transit, subject to the following conditions:

MANDATORY REQUIREMENT — UNBOXING VIDEO:
You MUST record a clear, continuous, uninterrupted video from the moment you receive the package to the point of opening it completely. This video must show:
- The sealed package as received
- The full unboxing without cuts or pauses
- The damaged item clearly visible

Without an unboxing video, no replacement request will be accepted — no exceptions.

3. HOW TO CLAIM A REPLACEMENT

Step 1: Record an unboxing video before or while opening the package
Step 2: Contact us within 24 hours of delivery via WhatsApp or email
Step 3: Share your Order ID + unboxing video
Step 4: Our team will review within 24–48 hours
Step 5: If approved, your replacement will be dispatched within 3–5 business days

4. CONDITIONS THAT VOID REPLACEMENT

Your replacement claim will not be accepted if:
- No unboxing video is provided
- The claim is raised after 24 hours of delivery
- The video is edited, cut, or incomplete
- Damage is caused after delivery (mishandling, incorrect setup, etc.)
- The product is used or tampered with

5. CANCELLATIONS

Orders can be cancelled only before they are dispatched. To cancel, contact us immediately via WhatsApp with your Order ID.

Once an order is shipped, cancellation is not possible.

COD orders refused at the door or cancelled after dispatch will be blacklisted from future COD orders.

6. NON-REFUNDABLE ITEMS

The following are strictly non-refundable:
- Shipping charges
- COD handling fees
- Live fish, live plants, and perishable items
- Gift cards or store credits

7. CONTACT US

Chess Queen's Aqua Pets
Website: queensaqua.com
Email: chessqueenaquapets@gmail.com
Phone / WhatsApp: +91 96112 27307
Bengaluru, Karnataka, India