Support Policy Page

Kolathur Fish Market Support Policy

At Kolathur Fish Market (KFM), we prioritize the quality of our products and customer service. Our goal is to provide a seamless and satisfying experience. Please review our support policy to understand our terms and conditions regarding purchases, as we do not offer returns or refunds under most circumstances.

1. Customer Support Availability

Our team is available to address inquiries, troubleshoot issues, and offer guidance regarding our products. You can contact us through:

• Phone: +91 7338701314
• Email: support@kolathurfishmarket.com
• Live Chat: Available on our website during the following hours:
  Operating Hours: 9:00 AM – 6:00 PM IST, Monday to Saturday.

Please contact us via phone or email with any urgent concerns. All emails will be responded to within 24-48 hours.

2. No Return or Refund Policy

At Kolathur Fish Market, all sales are final. We do not accept returns or process refunds on any products, including aquarium supplies, fish, and other aquatic life. This policy ensures that our customers receive the highest quality, well-handled products that have not been tampered with or exposed to different environments.

• Aquarium Supplies and Equipment:
  All aquarium-related products are sold with no returns or refunds. We recommend thoroughly researching and confirming compatibility before purchasing. If you encounter technical issues with any equipment, refer to the manufacturer’s warranty.

• Live Fish and Aquatic Animals:
  Given the sensitive nature of transporting live fish and aquatic animals, no returns or refunds are allowed once the product has been shipped or delivered, except in cases of dead-on-arrival (DOA). If your fish arrive DOA, you must:

  • Provide clear photos or videos of the unopened package within 2 hours of delivery.
  • Ensure the water temperature in your tank is optimal and that all care instructions provided are strictly followed.

After these conditions are verified, KFM will offer a replacement for the deceased animals, but no monetary refunds will be provided.

3. Dead-On-Arrival (DOA) Claims for Live Fish

In the rare event of a DOA shipment, we offer replacements under strict guidelines:

• Contact us immediately upon delivery.
• Submit photographic proof of the fish in the unopened packaging, and confirm that the shipping water is still sealed and intact.
• If approved, a replacement shipment will be arranged. Replacements are processed on a case-by-case basis and depend on availability.

No returns or exchanges are accepted once the packaging is opened or the fish are introduced into your tank.

4. Warranty and Repair for Equipment

While we do not accept returns, certain products are covered under the manufacturer's warranty. For any issues related to electrical or mechanical equipment:

• Please contact the manufacturer directly for troubleshooting, repairs, or warranty claims.
• KFM is not responsible for facilitating warranty services beyond the sale of the product.

5. Shipping and Delivery Responsibility

We use trusted courier services to ensure the safe delivery of products. However, once the package is handed over to the shipping carrier, KFM is no longer liable for shipping delays, mishandling, or loss of the package. Customers are encouraged to provide accurate delivery details during checkout.

• Non-Deliverable Orders:
  If a package cannot be delivered due to an incorrect address or refusal to accept the delivery, the customer is responsible for any reshipping fees that may apply.

6. Customer Responsibility for Aquarium Conditions

Proper care for live fish and aquatic animals begins upon arrival. It is the customer’s responsibility to ensure their aquarium is properly cycled and meets the recommended parameters (temperature, pH, etc.). KFM does not offer refunds or replacements for deaths caused by poor water quality or improper care after arrival.

• Fish Health:
  Once the fish are in your tank, we do not provide refunds or replacements for fish loss due to incorrect water conditions, tank mates, or improper care. We advise customers to quarantine new fish and monitor water quality closely.

7. No Refunds on Shipping Costs

All shipping fees are non-refundable, including those related to replacements for DOA claims. The customer is responsible for any additional shipping fees required for replacement orders.

8. Escalation of Unresolved Issues

If you believe your issue requires further attention beyond our initial response, you may escalate your concern. Please email escalation@kolathurfishmarket.com, and we will review your case within 72 hours.

This policy reflects our commitment to transparency, quality, and clear customer expectations. For any additional queries, please feel free to contact us.