Dispute Policy

Dispute Resolution Policy

At Boutique AquaNova, we are committed to providing exceptional customer service and quality assurance. If you experience an issue with your order, we want to make things right in a fair and timely manner.

1. Contact Us First

If you have a concern with your order—such as a product defect, live fish or plant health issue, or shipping problem—please contact us directly using our contact form below:

📧 Contact Form

Provide as much detail as possible, including:

  • Your full name and order number
  • A description of the issue
  • Photos or videos (if applicable)

  • Any relevant time stamps (e.g. delivery time for live arrival concerns)

Note: For live arrival claims (DOA), please refer to our Live Arrival Guarantee Policy for specific conditions and timelines.

2. Response & Review Process

Once we receive your complaint, our team will review the information provided and respond within 2 business days. We may ask for additional details or clarification to help resolve the issue.

3. Resolution Options

Depending on the nature of the dispute and the specific circumstances, we may offer one of the following resolutions:

  • Replacement of the product or livestock
  • Partial or full refund
  • Store credit
  • Explanation and denial if the issue falls outside of policy terms

We reserve the right to choose the most appropriate resolution method based on the situation and available evidence.

4. Disputes Filed Through Payment Providers

We encourage you to contact us directly before filing a chargeback or formal dispute with your credit card provider, PayPal, or other payment service. Most issues can be resolved quickly and fairly through our support process.

If a payment dispute is filed without prior communication, we reserve the right to suspend or restrict your future access to our services.

5. Final Notes

  • Boutique AquaNova does not accept disputes for issues caused by improper care, mishandling, or failure to follow instructions provided.
  • Shipping delays caused by the carrier (e.g., weather, mechanical failure) are out of our control, but we will assist in filing claims if eligible.
  • We do not guarantee live delivery to remote locations, and such orders may be refused at our discretion.

If you have any questions about this policy or your rights as a customer, please don’t hesitate to contact us. We are here to help and aim to ensure a smooth and transparent experience.