1. General Information

These terms and conditions define the rules for returns and complaints regarding products purchased in the Galactic Shrimps online store available at:

https://www.galacticshrimps.pl

Contact with the seller:

• Email: info@galacticshrimps.pl

2. Complaints regarding live animals (DOA)

2.1. DOA (Dead On Arrival) Guarantee

The store provides a DOA guarantee exclusively for express shipments delivered in the shortest possible time and collected on the first delivery attempt.

The DOA guarantee applies only to shipments sent via:

• express,
• overnight,
• 24h courier,
• or another method designated by the store as express delivery.

The store is not responsible for the condition of live animals if the customer chooses slower delivery methods.

In case of receiving dead shrimps, the customer is required to:

1. take clear photos of the dead animals in the unopened transport bag,
2. send a complaint notification to the store’s email address within a maximum of 2 hours from the moment of receiving the shipment,
3. provide the order number.

After positive consideration of the complaint, the store may:

• issue a voucher,
• send replacement animals with the next order.

Shipping costs are non-refundable.

2.2. Complaints will not be accepted in case of:

• failure to collect the shipment on the first delivery attempt,
• incorrectly provided delivery address,
• delayed package collection,
• customer’s choice of standard or economy shipping,
• opening bags before taking photographic documentation,
• improper acclimation of animals,
• unsuitable water parameters in the customer’s aquarium.

The store is not responsible for the condition and survival of animals after they are introduced into the customer’s aquarium.

3. Returns of products other than live animals

A customer who is a consumer has the right to withdraw from a distance contract within 14 days from the date of receiving the order without stating a reason, in accordance with the Consumer Rights Act.

Only the following products are eligible for return:

• unused,
• complete,
• properly secured,
• not covered by exclusions specified in these terms and conditions.

To make a return, you need to:

1. inform the store by email,
2. send the product back to the specified address.

Refunds will be processed within 14 days from the moment of receiving the returned product.

The customer bears the cost of return shipping.

4. Exclusion of the right to withdraw from the contract

In accordance with Article 38, points 4 and 5 of the Act of May 30, 2014 on consumer rights, the right to withdraw from a distance contract does not apply in case of:

• products that deteriorate quickly or have a short shelf life,
• products delivered in sealed packaging that cannot be returned after opening due to health protection or hygiene reasons,
• products requiring special transport and storage conditions,
• sale of live animals.

Therefore, the store does not accept returns of:

• live aquarium shrimps,
• other live organisms,
• food after opening the packaging,
• preparations and quickly perishable products.

Legal basis:
Act of May 30, 2014 on consumer rights (Journal of Laws 2014, item 827, as amended), Article 38.

5. Complaints regarding technical products and accessories

In case of detecting a defect in a technical product or accessories, the customer has the right to file a complaint.

A complaint notification should include:

• order number,
• description of the problem,
• photos of the product (if required for complaint processing).

Complaints are processed within 14 days from the date of receiving the notification.

6. Shipment damage during transport

In case of package damage during transport, it is recommended to:

• prepare a damage report in the presence of the courier,
• take photos of the damage,
• contact the store immediately.

Lack of a damage report may hinder the complaint process with the carrier.

7. Contact

All questions regarding returns and complaints should be directed to:

info@galacticshrimps.pl

8. Final provisions

The store reserves the right to modify these terms and conditions. Changes do not affect orders placed before the effective date of the changes.