Refund policy

Refund & Return Policy

At Zaga Farm, we take extreme care in quarantining, packing, and shipping our Betta fish to ensure they arrive at your doorstep in peak condition.

Because we deal with live animals, all sales are final and returns are not accepted. However, we fully protect your purchase with our 100% Live Arrival Guarantee.

🛡️ 100% Live Arrival Guarantee

If your fish arrives DOA (Dead on Arrival), we will provide a full store credit or a replacement fish of equal value for your next order.

Requirements to File a Claim:

To be eligible for a DOA claim, you must strictly follow these procedures:

  1. Unopened Bag: Take clear photos and a 10–15 second video of the dead fish inside the original, unopened double bag. (Claims with opened or tampered bags will be voided).

  2. 2-Hour Time Limit: Send the proof to us via Email or WhatsApp within 2 hours of the official delivery timestamp provided by the courier tracking system.

  3. On-Time Delivery: The package must be accepted on the first delivery attempt. Guarantee is void if delivery was missed, delayed due to incorrect address provided by the buyer, or rescheduled by the customer.

❌ What Is NOT Covered (Non-Refundable)

Please note that our guarantee does NOT cover:

  • Shipping & Transhipper Fees: Shipping costs (both export fees paid to us and local handling fees paid to your transhipper) are non-refundable under any circumstances.

  • Fish Color / Pattern Shifts: Betta fish colors and marble patterns can naturally shift over time or temporarily fade due to stress during transit. Faded colors upon unboxing are normal and usually recover within a few days.

  • Improper Acclimatization: Health issues or mortality occurring after the fish has been released into your tank.

  • Carrier Delays / Severe Weather: Severe delays caused by weather disasters, customs holds, or courier mishandling in your destination country (though we will work closely with your local transhipper to resolve any issues).

🔄 How Replacement / Store Credit Works

  • Replacement: If a replacement is chosen, you only need to cover the shipping cost for the replacement fish.

  • Store Credit: Issued instantly as a discount code or credit balance for your next website purchase.

📩 Need Assistance?

If you receive a DOA or have any concerns about the health of your newly arrived Betta, please contact us immediately:

Thank you,

ZAGA FARM