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Buyer Protection
Every purchase on AquaLots is covered. Shop with confidence.
What is AquaLots Buyer Protection?
Every purchase made through AquaLots is automatically covered by our Buyer Protection. If your item doesn't arrive, arrives damaged or dead on arrival, or doesn't match the listing description, you can raise a claim. No extra cost, no sign-up — it applies to every order paid through AquaLots checkout.
What’s covered?
Item not received, item arrived damaged or dead on arrival (DOA), item significantly not as described (wrong species, wrong size, wrong item), or seller not responding to a legitimate issue.
How does payment protection work?
When you pay for an item, the funds are held securely by AquaLots. The seller is not paid until you confirm delivery — or 7 days after the item is marked as delivered, whichever comes first. This gives you time to inspect your order and raise any issues before the seller receives payment.
How do I raise a claim?
Go to your Purchases page, find the order, and click ‘Raise a Claim’. You’ll need to describe the issue and upload at least one photo or video as evidence. Claims can only be raised on orders marked as delivered. We recommend contacting the seller first — most issues are resolved quickly between buyer and seller.
How long do I have to raise a claim?
You have 2 hours from the point of delivery to raise a claim. This applies to all orders, including live fish and livestock. After 2 hours, or once the funds have been released to the seller, the claim window closes. We strongly recommend inspecting your order as soon as it arrives.
Why is the claim window 2 hours?
The 2-hour window is designed around live fish and livestock — issues like dead on arrival (DOA) need to be reported immediately with photographic evidence while the item is still in its original packaging. This ensures claims are genuine and protects both buyers and sellers.
What happens after I raise a claim?
The seller is notified and the funds are held while the claim is reviewed. If AquaLots needs to step in, we’ll review the evidence and make a decision. If the claim is valid, you’ll receive a full or partial refund to your original payment method.
How long do refunds take?
Once a refund is approved, it’s processed immediately. Allow 5–10 business days for the funds to appear on your bank or card statement depending on your payment provider.
What’s not covered?
Buyer’s remorse (changing your mind after purchase), items that match the listing description, claims raised after the 2-hour window, claims without photographic or video evidence, and transactions completed outside of AquaLots (e.g. paying the seller directly).
How are payments processed?
All payments are processed securely through Stripe. We accept major credit and debit cards, Apple Pay, Google Pay, and Amazon Pay. Your card details are never shared with the seller.
Tips for a safe purchase
Always pay through AquaLots checkout — never pay outside the platform. Check the seller’s feedback and ratings before buying. Read the full listing description carefully. Message the seller before buying if you have questions. Inspect your order immediately on arrival and photograph any issues straight away.
Need help with an order?
If you have an issue, start by contacting the seller through your order page. If that doesn't resolve it, get in touch with us.
Contact us