Viewing Before Purchase:
As customers are welcome and encouraged to view the fish in-store prior to purchasing, we acknowledge that by purchasing, the customer is satisfied (at the time of purchase) with the quality of the fish, including (but not limited to), size, colouration, minor deformities, overall health and physical condition.
While we are happy to special order in any fish for our customers, we still suggest and recommend you visually inspect the fish thoroughly prior to purchase/collection. There is no obligation to follow through with the purchase (unless arranged to prior), and by purchasing you agree that you are satisfied with the quality and condition of the fish at the time of purchase.
Wonderworld will not knowingly sell any sick, injured, or poorly fish.
Compatibility Obligations:
While we aim to actively advise customers on the requirements and compatibility of the fish we sell, the ultimate decision is with the customer if they choose to add any new inhabitants to their aquarium. As our number one priority is animal welfare, we reserve the right to refuse sale of livestock to any person/s for any reason.
In situations where compatibility with your aquarium and its existing inhabitants may or may not be successful, we will aim to advise of this prior to purchase. Any issues that arise once getting the fish home, are as always, at the risk of the customer – whether if warned prior by Wonderworld staff or not.
In situations where compatibility with your aquarium is most likely to not work out, we will refuse sale of said fish. This will usually be due to the incorrect setup, such as incompatibility with other species or water parameters, tank size not large enough, poor test results, not adequate filtration, heating etc, or for other reasons unmentioned.
We recognise some individual fish may have difference personalities and behaviours from what is considered ‘the norm’. We are always happy to guide you and give our opinion on what may or may not be suitable, but it is up to the customer to do their own research and assess the risk they are willing to take - prior to making the decision to purchase any fish from us.
We always recommend quarantining new fish in a separate, cycled aquarium for at least 2-4 weeks prior to adding them to the main tank.
Quarantining New Fish:
On arriving home, we highly recommend quarantining new fish for a minimum of 2-4 weeks prior to adding them to the main aquarium. Stress from transport highly increases the risk of disease. Quarantining allows time for most incubating infections to present themselves and greatly reduces the risk of passing any diseases from the new fish to existing tank inhabitants.
Refund of Deceased Fish:
In some situations, on a case-by-case basis, we are able to offer a replacement or refund (usually as store credit) for deceased fish, assuming the following conditions are met:
- The death has occurred within 24 hours of leaving the store.
- At least two clear photographs are provided of the fish obviously deceased.
- The aquarium has been established for over 1 month.
- The fish was not left in the transport bag for an excessive amount of time.
- The fish was appropriately acclimated to the aquarium.
- The fish was introduced to a suitably-sized aquarium with appropriate tankmates.
- A water sample from the tank is provided to the store, and shows:
- Ammonia: 0ppm
- Nitrite: 0ppm
- Nitrate: <40ppm
Any situations where refunds or replacements may be offered are on a case-by-case basis and are done solely out of good faith.
As a lot can happen between the store and you getting home, and especially in your own aquarium, we are unable to offer any compensation for deaths outside of the first 24 hours. We are also unable to offer any compensation for any deaths or disease of existing fish due to the addition of new fish purchased from us – see “Quarantining New Fish”.
Return of Unwanted Fish / Change of Mind:
Please choose wisely - in the case of you changing your mind about your purchase of live fish, we are unable to offer any sort of refund or exchange. This also applies to fish that prove incompatible with your aquarium – see “Compatibility Obligations”. We may agree to take the fish back if you choose to surrender it, but this may not always be an option. If this happens, please be aware this is out of good faith only and we have no obligation to accept any donation or surrenders of unwanted livestock.
This policy is subject to change without notice.