Returns & Refund Policy

1. Damaged Glass & Hardscape in Transit

We take extreme precautions packaging our rimless glass aquariums. However, if your glass tank or fragile hardscape arrives damaged or cracked, you must report it within **4 hours of delivery**:

• Record a continuous, uncut video showing the unboxing of your package (essential for courier claims).
• Provide clear photographs of the cracks, highlighting the shock-watch packaging indicator if triggered.
• Email us at claims@hobbyenclave.in or contact us via WhatsApp immediately. Valid claims will receive a free replacement or a full refund.

2. Live Aquatic Plants & Specimens

Due to the perishable nature of live tissue cultures, potted plants, and mosses, they are **exempt from physical returns**. We cannot accept returned live specimens as they will not survive the return transit.

Perished live goods are covered under our **Live Arrival Guarantee (LAG)**. If your plants arrive melted or deteriorated, submit proof within 4 hours of receipt. We will credit your account or ship replacements on our next shipping cycle.

3. Unopened Substrates, Fertilizers & Equipment

For dry goods, substrates (e.g. ADA Amazonia, sand), fertilizers, and filtration hardware, we offer a **14-day return window** from the date of delivery:

• Items must be completely unopened, sealed in their original retail packaging, and unused.
• Active soil bags (ADA, Tropica) must not be punctured, opened, or exposed to moisture.
• Return shipping costs and transit liability are the responsibility of the customer. We advise using tracked, insured courier services.

4. Refunds Process

Once your returned package is received at our South Dumdum warehouse and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are processed within 5 to 7 business days back to your original source of payment (via Razorpay for card/UPI/NetBanking, or store credit code for COD orders).