Signature Frags — Refund, DOA Guarantee & Returns Policy
At Signature Frags, we take great care in preparing, packing and shipping our livestock. Live coral is inherently different from ordinary retail goods, so the following policy explains our cancellation, Dead on Arrival (DOA), replacement and credit terms.
Nothing in this policy affects your statutory consumer rights.
Order Cancellations & Refunds Before Shipping
Unshipped orders may be cancelled for a refund within 14 days of payment.
Once livestock has been shipped, we do not offer change-of-mind refunds. Any eligible livestock loss will instead be dealt with under our DOA Guarantee below, subject always to your statutory rights.
24-Hour Coral Guarantee
Our 24-Hour Coral Guarantee covers corals that arrive dead or die within 24 hours of delivery, subject to the care conditions in our Refund, DOA Guarantee & Returns Policy.
If you have any concern about a coral, please let us know within 24 hours of delivery, even if the coral is still alive. Contact us as soon as you notice a problem so we can help.
The guarantee provides a replacement coral where available or livestock credit where a suitable replacement cannot be supplied.
Please provide your order number and clear, sharply focused photographs under neutral white lighting, showing the whole affected coral and a close-up of its condition. Images must be clear enough for us to assess the concern. If they are blurred, poorly lit or inconclusive, we may request clearer photographs or a short video before deciding the claim.
Please send photographs and details via WhatsApp to 07506 022952 or email christian@signaturefrags.com. The reporting window runs from the courier's recorded delivery time.
Cloudy Bags & Arrival Concerns
If a bag arrives cloudy, take a quick photograph before opening it, where possible, and let us know promptly. If the coral is alive, follow our acclimation and introduction instructions without delay. Do not keep a living coral in its sealed shipping bag while waiting for our reply. Monitor that coral and document any deterioration.
Conditions of the DOA Guarantee
To remain eligible for our DOA Guarantee, our care and acclimation instructions must be followed.
A claim may be declined where a coral has:
- been removed from its frag plug before the claim is assessed;
- been glued, mounted or otherwise attached to rockwork;
- suffered damage caused by inappropriate chemicals, an aggressive dip, or an incorrect dipping concentration or duration;
- been exposed to unsuitable aquarium conditions after delivery;
- been left inside its shipping box for an unreasonable period following delivery; or
- suffered as a result of a missed delivery, redirected delivery or other delivery change requested by the customer.
Customers are responsible for unpacking their livestock promptly and following our acclimation and introduction instructions without unnecessary delay.
Coral Dipping
We strongly advise caution when dipping freshly shipped coral.
Corals can already be stressed after transportation, and excessively strong dips, incorrect concentrations or products not intended for coral use can result in significant tissue damage or death.
The guarantee excludes losses caused by inappropriate chemicals, incorrect dipping concentration or duration, or other mishandling. Simply opening the bag or correctly introducing a coral to the aquarium does not end the 24-hour cover. We may request relevant tank parameters and details of any treatment used to help assess a claim.
Replacements & Livestock Credit
Where a DOA claim is approved, Signature Frags will offer a replacement of the affected coral where suitable replacement stock is available.
If an appropriate replacement is unavailable, we will issue livestock credit equal to the amount originally paid for the affected coral.
For discounted or sale livestock, replacements or credits are based on the actual amount paid and not the coral's original or current full retail price.
Livestock credit:
- is valid for 6 calendar months from the date of the original purchase;
- may be redeemed against coral livestock only; and
- cannot be used towards shipping or delivery charges.
All replacement shipments are subject to the applicable shipping charge.
Shipping Charges
Shipping charges associated with replacement livestock under our voluntary DOA Guarantee are payable by the customer.
Original shipping charges are not included when calculating livestock credit under the DOA Guarantee.
Where consumer law requires delivery charges to be refunded, your statutory rights will take precedence over these voluntary guarantee terms.
Delivery, Tracking & Missed Deliveries
Tracking information is supplied for shipped orders. Customers should monitor their tracking on the scheduled delivery day so that livestock can be received and unpacked promptly.
If a delivery appears to be delayed, please contact the courier and Signature Frags as soon as possible.
Our DOA Guarantee does not cover losses caused by circumstances within the customer's control, including missed delivery attempts or a customer requesting that the courier delays, redirects or reschedules the delivery.
If tracking shows a parcel as delivered but you cannot locate it, please contact us and the courier immediately so that the delivery can be investigated.
Where a parcel has been delivered to the customer, or to another person or delivery location specifically nominated by the customer, responsibility for promptly locating, unpacking and caring for the livestock passes to the customer.
Returns & Exchanges
We do not accept returns or exchanges of live coral livestock.
For biosecurity, welfare and animal-health reasons, livestock that has entered another aquarium system cannot be returned to our systems.
We also cannot accept returns of custom or specially ordered products where the nature of the product makes it non-returnable.
Sale livestock is subject to the same DOA Guarantee conditions described above. Gift cards are non-returnable except where otherwise required by law.
Damaged, Incorrect or Problem Orders
Please inspect your order immediately upon delivery.
If you receive an incorrect item, damaged non-livestock product or believe there is another problem with your order, please contact us immediately so that we can investigate and put the issue right.
For livestock DOA claims, the specific evidence requirements and time limits set out in the 24-Hour Coral Guarantee section above apply.
Collections
The Signature Frags DOA Guarantee applies to livestock shipped through our online delivery service.
It does not apply to livestock collected in person, as customers have the opportunity to view the livestock and its condition before taking possession.
This does not affect any statutory rights that may apply.
Contact Us
For DOA claims, please contact us immediately via:
WhatsApp / Telephone: 07506 022952
Email: christian@signaturefrags.com
For DOA claims, WhatsApp is preferred as it provides a clear timestamp for photographs and correspondence.
Signature Frags — Coral Aquaculture
This voluntary guarantee is provided in addition to, and does not limit or exclude, any statutory rights you may have under applicable UK consumer law.