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Disputes
What to do if something goes wrong with your order.
What should I do if something goes wrong with my order?
First, do not confirm delivery or collection if you have an unresolved issue — doing so releases the seller's payout and may affect your ability to dispute. Contact the seller via AquaLots messages to try and resolve the issue directly. If you can't reach an agreement, contact us through our contact page.
How long do I have to raise a dispute?
You have 7 days from the item being marked as delivered or collection being confirmed to raise a dispute. After this window the seller's payout is released automatically. If you believe there is an issue, act quickly.
What if my item doesn't arrive?
If your item hasn't arrived within a reasonable timeframe after being marked as dispatched, contact the seller first via AquaLots messages to ask for an update. If you're unable to resolve the issue, contact us through our contact page with your order reference and we'll investigate.
What if the item is not as described?
If the item you've received doesn't match the listing description — for example it's a different species, wrong size, or in significantly worse condition than advertised — take photos immediately and contact us through our contact page before confirming delivery. We will review the evidence and work to reach a fair resolution.
What if my item arrived damaged?
Take photos of the damage and the packaging as soon as the item arrives. Do not confirm delivery. Contact us through our contact page with your order reference and photos and we'll help mediate between you and the seller.
What happens during a dispute?
When a dispute is raised, AquaLots will review the evidence provided by both the buyer and seller. We may ask for additional information such as photographs, tracking details, or messages. We aim to resolve disputes fairly and as quickly as possible. During an open dispute, the seller's payout remains on hold.
What outcomes are possible from a dispute?
Depending on the circumstances, a dispute may result in a full or partial refund to the buyer, the seller's payout being released, or another mutually agreed resolution. AquaLots's decision is final in all disputes.
What if a seller is unresponsive?
If the seller does not respond to your messages or cooperate with a dispute, let us know. AquaLots takes seller conduct seriously and unresponsive or dishonest sellers may have their accounts suspended.
Need to raise a dispute?
Contact us as soon as possible with your order reference and any supporting evidence.
Contact us