At Reef and Tide, we take every reasonable step to ensure that all corals are healthy when dispatched and appropriately packed for transport. Due to the nature of live animals, we provide a Dead on Arrival (“DOA”) Guarantee subject to the terms below.

Reporting a DOA

In the unlikely event that a coral arrives dead, you must contact us at reefandtide@outlook.com within 2 hours of delivery.

To assess your claim, we require:

• Clear photographs of the affected coral inside its original, unopened bag
• Clear photographs and/or video showing the condition of the coral after opening
• Your order number
• A brief description of the issue

Please retain the affected coral and its original packaging until your claim has been assessed, as we may reasonably request additional photographs or information.

We will review DOA claims as quickly as reasonably possible. Providing the information above does not automatically mean that a claim will be approved.

Approved DOA Claims

Where a DOA claim is approved, we will provide an appropriate remedy, which may include:

• A replacement coral, subject to availability
• Store credit
• A refund for the affected coral

The appropriate remedy will be determined by Reef and Tide acting reasonably, taking into account the circumstances of the claim and the availability of suitable replacement livestock.

Any refund provided under our DOA Guarantee will not exceed the purchase price paid for the affected coral.

What Is Not Covered

Our DOA Guarantee does not cover loss, deterioration or damage resulting from:

• A missed or refused delivery
• Incorrect or incomplete delivery information supplied by the customer
• Delivery delays caused by an action, instruction or request of the customer
• The customer requesting that a parcel be left unattended
• Damage occurring after successful delivery
• Coral that arrives alive but subsequently deteriorates or dies after acclimation
• Incorrect or inappropriate acclimation, handling or husbandry
• Unsuitable aquarium conditions or water parameters
• Compatibility issues with existing livestock
• Colour changes or differences in appearance resulting from aquarium lighting, water chemistry, acclimation or husbandry conditions
• Pest outbreaks, disease transfer or other losses occurring after the coral has been introduced into the customer's aquarium

Severe weather, transport disruption, courier delays, industrial action or other events outside our reasonable control will be assessed on a case-by-case basis. Where we believe that shipping conditions present an unacceptable risk to livestock, we may delay dispatch in accordance with our Shipping Policy.

The DOA Guarantee may not apply where a delivery is delayed, missed or otherwise affected as a direct result of incorrect information, instructions or actions provided or taken by the customer.

Statutory Rights

Our DOA Guarantee is provided in addition to your statutory rights as a consumer. Nothing in this policy excludes, restricts or otherwise affects your statutory rights or any remedies available to you under applicable consumer law.