Returns & Refunds Policy

Classic Guppy sells live animals, so our policy works a little differently from a normal online store. This page explains exactly what we cover, what we do not, and how to make a claim.

Live arrival guarantee

We guarantee that your guppies arrive alive. If any fish arrives dead, we will send a replacement of the same strain at no extra cost on your next available shipment.

How to make a claim

Record a clear, unedited unboxing video. Start recording before the box is opened and keep recording until the bag is opened and the fish are visible.
Do not remove the fish from the packaging before the video shows them.
Send the video to us on WhatsApp at +91 72498 87278 within 24 hours of delivery.
We will confirm the claim and arrange a replacement.

We are unable to process a claim without the unboxing video. This is not us being difficult. It is the only way we can tell the difference between a transit loss and something that happened after the fish arrived, and it is standard practice among live-fish sellers.

Replacements, not refunds

Because guppies are live animals that cannot be returned to us in saleable condition, dead-on-arrival claims are settled with a replacement rather than a cash refund. If the strain you ordered is not available when your replacement is due, we will offer you an equivalent strain or hold the replacement until the next batch, whichever you prefer.

What is not covered

Losses after the fish have been successfully unpacked and introduced to your tank.
Deaths caused by unsuitable water parameters, an uncycled tank, temperature shock, overstocking or incompatible tank mates.
Claims without an unedited unboxing video.
Claims raised more than 24 hours after delivery.
Delays caused by the courier, weather, or the recipient being unavailable at the delivery address.

Cancellations

Orders can be cancelled for a full refund any time before the fish have been bagged for dispatch. Once a shipment has been packed, we cannot cancel it, because the fish have already been taken off feed and prepared for transit.

Wrong or missing items

If you receive the wrong strain, or your order is short, message us on WhatsApp with photos within 24 hours of delivery and we will correct it on our side.

Getting in touch

Call or WhatsApp +91 72498 87278, or use our contact page. Our shipping timelines and packing method are described on the Shipping Policy page.