Please read carefully before placing your order
At East Yorkshire Fish Farm, we take great care in breeding, handling and delivering healthy fish. However, due to the nature of live animals, we have a strict returns policy in place to protect the wellbeing of the fish and ensure fairness for both sides.
Returns on Live Fish
We do not accept returns on any live stock once it has been delivered and introduced to your pond or holding system. This is to prevent the risk of disease, stress, or harm to the fish.
We are also not responsible if you order the wrong fish or size for your pond. Please make sure you are confident in your selection before completing your order.
Dead on Arrival Claims – “Arrive Alive” Guarantee
If your fish is dead on arrival, please follow the correct process below for your claim to be considered:
- Do not open the bag or remove the fish
- Take a clear photo of the fish inside the sealed bag
- Take an additional photo of the box and packaging as it arrived
- Email all photos to prestoncarplakes@outlook.com within 2 hours of delivery
If these steps are followed correctly, we will review the claim. If approved, you will receive a credit note for the full value of your original order. This credit can be used on a future purchase.
Important Conditions:
- Claims will not be accepted if the bag has been opened or tampered with
- Claims must include all required photos and be submitted within 2 hours
- Do not change your delivery slot with DX Secure. Any changes may void your claim
- We are not liable for missed deliveries or delays that result in the courier taking the package back to the depot
After Delivery
Once the fish are delivered and introduced into your pond or holding area, we cannot accept any responsibility for their health. This is due to factors beyond our control, such as:
- Incorrect acclimatisation procedures
- Poor water quality or unsuitable water parameters
- Aggression from existing fish
- Sudden changes in environment or temperature
We strongly recommend researching the correct way to introduce new fish to your pond and ensuring your water is properly tested and balanced before arrival.
If you have any questions about returns or our policies, please contact us at prestoncarplakes@outlook.com.