Last Updated: March 02, 2025

Thank you for shopping with Plants and Pets Hub. We want to ensure that you are completely satisfied with your purchase. However, if you are not satisfied with your purchase, we are here to assist you with returns, exchanges, and refunds. Please carefully review the following Refund and Cancellation Policy to ensure a smooth experience.

1. Return Policy

We accept returns under the following conditions:

  • Time Frame: Returns must be postmarked within 7 days of the purchase date.
  • Condition: All returned items must be in new, unused condition, with all original tags, labels, and packaging attached. Plants, fish, and live items must be returned in their original, healthy condition to qualify for a refund or exchange.
  • Proof of Purchase: A proof of purchase (such as an order number or receipt) must be included with your return.

Return Process:

  1. Contact Customer Service: To initiate a return, please email us at support@plantsandpetshub.com to obtain a Return Merchandise Authorization (RMA) number.
  2. Prepare Your Return: After receiving your RMA number, securely package the item in its original packaging and include a live unpacking video that demonstrates the condition of the item at the time of delivery (this applies to live plants, fish, and other live goods).
  3. Return Address: Send the item to the following address:Plants and Pets Hub
    Attn: Returns
    RMA # (Please include your RMA number here)
    38, Block-F, Om Vihar, Uttam Nagar
    NEW DELHI, DELHI 110059
    India
  • Return Shipping: Return shipping charges will be covered by Plants and Pets Hub.

2. Refund Policy

  • Inspection and Processing: After receiving your returned item, we will inspect its condition and process your return or exchange within 3 working days. We will notify you via email once your return has been processed.
  • Refund Method: Refunds will be issued to your original payment method. If you qualify for an exchange or refund, it may take 5-7 business days for the refund to appear in your account, depending on your payment method and bank.

3. Exceptions to the Return Policy

The following items cannot be returned or exchanged:

  • Live Stock (including fish, plants, shrimps, and snails) once they have been added to your tank or garden.
  • Custom Orders: Items specifically made to order.
  • Used or Damaged Items: Items that have been opened, used, or damaged after delivery.

4. Fish and Livestock Guarantee (DOA – Dead on Arrival)

We prioritize quality and health of all our livestock. In the rare case that you receive dead on arrival (DOA) fish or other livestock, please follow these guidelines to make a claim:

  1. Submit Your Claim: You must contact us on the day of delivery with a clear photo and video of the dead fish, both in the bag and out of the bag, before opening it.
  2. Time Limit for Claims: Claims will only be accepted within 6 hours of delivery. Claims submitted after this period will not be considered.
  3. Dead Stock Claim Process:
    • Send a clear unboxing video with the dead fish clearly visible in the bag.
    • Send photos of the fish out of the bag to identify the stock and ensure proper credit.
    • We will issue a Refund Coupon (valid on your next purchase) for the full cost of the dead fish shown in the video and photos.
    • Shipping costs are non-refundable, as well as any free/extras/samples received.
  4. Important Notes:
    • DOA claims are void if the fish bag is opened and the fish are not dead upon arrival.
    • We are not responsible for any fish that dies after being added to your tank. Please ensure proper acclimatization and water parameters before introducing new fish.
    • We cannot process claims if the fish was not immediately inspected or if photos/videos are not submitted within the allotted time.

5. Order Cancellation Policy

  • Order Cancellation: Orders can not be canceled once they have been processed or dispatched.
  • Cancellation of Live Items: Fish and plants cannot be canceled once the order has been shipped.
  • Shipping Errors: If an error has occurred with your order, please contact us immediately. We will do our best to rectify the issue if you receive the wrong product.

6. Shipping and Delivery Delays

  • Force Majeure: In cases of natural calamities (such as floods, heavy rains, or unforeseen logistical disruptions), we may experience delays in delivery. While we do our best to minimize such disruptions, Plants and Pets Hub will not be held responsible for shipping delays caused by forces beyond our control.
  • Delivery Delays: Any delays in delivery beyond our expected delivery time (7-10 working days) will be communicated promptly. If such delays affect your order, you may request a refund at our discretion.

7. Returns for Incorrect or Defective Items

  • If you receive incorrect or defective items, please contact us within 2 hours of receiving your package. We will resolve the issue promptly by either sending you the correct item or issuing a refund, depending on availability and the nature of the defect.
  • Photo and Video Proof: Please provide photos/videos of the item along with the packaging to assist us in processing the claim.

8. Livestock Health and Safety Tips

  • We always strive to ship the healthiest livestock, but as they are living beings, unforeseen issues can occur during transit. It’s important to check water parameters before adding any new fish to your tank.
  • We recommend using appropriate shipping methods for your specific order, as incorrect shipping methods may lead to delays or damage to the livestock.

9. Contact Information

If you have any questions or need assistance regarding our Refund and Cancellation Policy, please feel free to contact us:

We are happy to assist you and ensure a smooth return or exchange process.

At Plants and Pets Hub, we aim to provide you with a seamless shopping experience. Your satisfaction is our top priority, and we strive to ensure you receive the highest quality products. By following the above Refund and Cancellation Policy, we hope to offer a trustworthy and reliable service for all your plant and pet-related needs.