Unopened dry goods can be returned as long as we are notified within 14 days of delivery. You will need to arrange appropriate insured postage to us at your expense. Returned goods will also incur a 10% restocking fee.
Dry rock or any opened goods can not be accepted as we can not guarantee purity or quality and are unable to resell such items.
Free shipping on dry goods is about 2-4 working days. Express postage is available at extra cost. For guaranteed next day delivery orders must be processed before 11am.
Our price match policy is there to try and compete with some of the competition and gain your business. We will do our best to match or beat any price as long as the following conditions are met:
- Does the seller have it in stock to collect that same day
- Is the seller within 30 miles of Coral Passion
- Is the item UK supported through domestic wholesale companies and not a ‘grey import’
- Is the seller online only or a walk in shop with corals and fish
For bulk orders and pallet orders, extra discount can be arranged. Please contact the shop in advance of your visit.
Price matching is only for dry goods, we will not try to price match livestock as we deliberately avoid low cost animals due to poor survival rates.
If for any reason out of our control we can not deliver within 5 working days, your order will be cancelled. In the event of cancelled orders, you will be due a refund less a cancellation fee of 15% of total order value. Reasons can include, but will not be limited to, incorrect address provided, failed delivery attempts, etc.
All our livestock is sold without warranty. We do not offer any guarantees on suitability, quality or life expectancy once the animal leaves our care. It is down to the customer to ensure livestock being purchased is of suitable size, appearance, condition and most importantly, you should thoroughly research compatibility, care and environmental requirements before making a purchase. We urge people not to impulse buy, if you have any doubts at all, then do not purchase the animal. We do not accept returned animals. If you are shopping in-store, we encourage you to ask questions and examine any prospective purchases thoroughly before leaving our shop. We are happy to show you the animal from all angles to allow you to inspect and assess as required. Any product that is not sealed (like rock, either dry or live) can not be returned, as we can not guarantee the quality to the next customer. Products that are sealed in original undamaged packaging may sometimes be accepted as a return at the sole discretion of the manager, in exchange for store credit.
For people buying online and collecting after buying on line:
Once your order is placed please email email@example.com to arrange delivery. You can also buy online and collect but you must collect within 5 days or your order will be cancelled. Cancelled orders will incur a cancellation fee of 15% of total order value. You will also need to bring proof of payment and identification, either a passport or driving licence if collecting. Please remember we are a ‘walk in shop’ so even if you purchase some corals online, it is possible that we could have sold some or all on that same day via walk in trade. Or it is possible that the coral has died or declined. In any such event, we will of course refund you in full. It is always advisable to call the shop if you have any queries on stock levels.
UK Livestock Postage Costs:
Livestock weekday deliveries are £19.99 to mainland UK leaving our premises on a Tuesday, Wednesday or Thursday and, delivered next day before noon in most cases, some areas are before 2pm and remote locations are before 6pm. All livestock boxes are packaged to withstand 48 hours transit, just in case there are delays.
After you have placed and paid for your order, a suitable delivery date must be arranged and delivery has to be completed within the next 5 working days. We will not hold livestock.
We reserve the right to cancel orders:
If for any reason we can not deliver within 5 working days, your order will be cancelled. In the event of cancelled orders, you will be due a refund less a cancellation fee of 15% of total order value.
Reasons for cancelation may include (but will not be limited to) insufficient communication, very cold weather (especially for Scotland) incorrect prices and livestock that has declined whilst in our care.
In any event we will try to make contact with the customer and react according to the circumstances whilst trying to satisfy the customer’s desires.
Orders will leave our commercial premises on a Tuesday, Wednesday or Thursday, for delivery the following day. Orders will arrive before 2pm and some areas before 6pm. Deliveries will take place from 7:30am.
If there are any shipping problems or if the delivery is running late, please do not refuse delivery. Accept the parcel and we will look to take care of you if there are any problems. If the parcel does not turn up as scheduled you must contact Coral Passion. Failure to do so voids any form of recourse on your part.
We reserve the right to refuse orders without giving reason.
Dead On Arrival, problems or concerns (DOA):
Any dead on arrival (DOA), problems or concerns, must be reported to us within 2 hours of delivery. Several high quality, clear photographs, taken from all angles (top, bottom, front, back, left and right sides) of the DOA must be emailed to us that same day before 21:00hrs. Failure to report DOAs within 2 hours and provide high quality clear photos will void your right to any credit or refund. We will not accept claims that do not adhere to this rule.
DOA is classed as a death in transit. Not any number of days after delivery.
Should we refund any monies, this is applied to your account for future orders. In the event of all corals being DOA we will refund postage costs too, this is also applied to your account for future orders. The amount of postage costs refunded will be apportioned to the ratio of live corals delivered; 50% DOA will entitle you to 50% credit of the postage paid.
DOA claims will be rejected if you have missed the courier’s first delivery attempt.
At this moment in time, we do not ship any livestock outside of mainland UK.
First orders are limited to £400 per delivery.
Future orders are limited to £500 per delivery.
Limitations on refund for livestock:
We will refund up to 100% of the livestock value only, up to a maximum value of £150, postage costs will not be refunded. Claims above £150 will not be accepted. The vast majority of the time, livestock is posted with zero losses, we have a very successful track record. However, you will need to accept that there is a risk when posting livestock and on rare occasions things can go wrong. This is your risk. We prefer people visit our commercial premises, shop in store and take their livestock purchases home with them.