Returns and Refunds Instructions
Refund terms:
plant:
1. If you find that the plant is damaged after receiving the goods, please provide photos and order numbers to contact us. We will refund you accordingly based on the degree of damage to the plant.
2. Product pictures are taken when the plant of this variety is in its best condition. The plant state will change depending on many factors such as ambient temperature, light, soil, humidity, season, and the entry of some products into the dormant period. We only guarantee that the variety matches the variety you ordered. If you feel dissatisfied after receiving the goods, you can return or mail them by yourself (postage costs are at your own expense) to Kwun Tong Studio. We will issue a corresponding refund after receiving the corresponding product.
Ornamental fish, shrimp & exotic pets:
Please take photos or record videos of all live fish as soon as you receive the goods. After receiving the package, please open the package as soon as possible to confirm whether the survival status, variety and quantity of the fish are correct. If any fish are found to be dead, missing species, incorrect quantity, etc., this will be used as a basis for after-sales service. Due to the special nature of live fish, we can only guarantee that the fish will be delivered to you alive and healthy (excluding feeding risks or death caused by improper operation).
If you feel that the goods are incorrect or the product is dead, please contact customer service within 6 hours after receiving the goods and provide corresponding photos or videos. We will provide you with post-sale services as soon as possible.
1. Photos of ornamental fish and shrimps taken after they have been raised and their color has been fixed . During the transportation process, due to the lack of light and shaking back and forth, the body color will be darker when the live animals are received. This is normal and will gradually recover as you adapt to the new environment and water quality. do not worry . We can only guarantee that the species matches the product you purchased. Therefore, this issue does not fall within the scope of refunds. If you mind, please place your order with caution.
2. During the transportation process of the living body, due to the lack of light and shaking back and forth, the body color will be darker when the living body is received. This is normal and will gradually recover as you adapt to the new environment and water quality. do not worry.
3. If the product is found to be dead after receiving the goods, please do not unpack it first. Record the following 2 videos and contact us. We will issue a corresponding refund after confirming the loss quantity. (Note: Due to the special nature of living products, if you find any problems, please contact us immediately after receiving the goods.)
- Record a product video of a product before unpacking.
- Record a video of the loss quantity after unpacking.
3. We will send 1-2 extra items for some products when shipping. The purpose of these products is only to prevent loss and is not within the scope of refunds.
4. Due to the particularity of the product, we only guarantee that the product will be alive when delivered. Loss caused by improper feeding is not within the scope of our guarantee.
Shipping fee refund:
If you apply for a full order refund due to personal reasons rather than product errors, the shipping fee will not be refunded.