Here at The Fish Room we know people can be pretty apprehensive about shopping online. So because of that our return policy is here to make your online shopping with us a safe, easy and reliable experience.

What we will do

We will replace any product that is damaged in transit- it is not your fault it turned up that way, so why should you be left with a broken product? However you must make contact via email within 24 hours of it arriving.

We will replace any faulty product. Faulty means it does not work the way it is meant to. A light does not light a heater does not heat. It does not mean the food your fish will not eat or the filter that does not fit under your cabinet.

Live Plant Policy

We offer a 100% arrive alive policy.  All we need from you is an email within 12 hours of getting them  with a photo of the damaged plants and your order number

If your plants arrive damaged or dead we will replace them, refund you for them or credit them for you, 100% every time as long as you follow these instructions! 

 The plants that have turned up look different to the photos that are on your website. Have you sent me the wrong plants? 

The plants that we get from our commercial growers have been grown emersed 99% of the time. This means that they are grown out of the water and often take a different form to the submersed one that you expected. Rest assured, your plants will convert to submerged and look how you expected them too. 

Being that these are natural products, there is likely to be natural variation in colours and sizes, for this reason we use stock photos on our plant listings. 

Live Fish

Dead on Arrival (DOA) Policy: In the unfortunate event that your fish arrives dead, please follow these steps: Within 12 hours of the delivery, take clear, unopened bag pictures showing the deceased fish. Send these photographs and your order number to our customer service email at getfish@thefishroom.co.nz or to our Facebook page and we will then offer a refund or store credit for the cost of the fish. 

Two-Week Guarantee Policy: We stand behind the health and quality of our fish, which is why we offer a two-week guarantee starting from the day of delivery. If your fish dies within this time frame, adhere to the following procedure: Take clear photos of the deceased fish. Using a reliable test kit, document via a dated photo, water parameters (pH, ammonia, nitrate, nitrite levels). Please email us the photographs, water parameters, and order number to getfish@thefishroom.co.nz or our Facebook page. After reviewing your claim, if approved, we will issue a store credit for the cost of the fish. Our two-week guarantee does not cover fish deaths due to unsuitable water conditions, incompatible tank mates or “disasters” i.e. a heater overheating. We recommend thoroughly researching each fish species' needs before introducing them to your aquarium to prevent such situations. 

Freight Charges: Please note that shipping or freight charges are non-refundable under all circumstances. We hope this guide makes our refund and guarantee process more understandable. If you have any questions or need further clarification, please get in touch with us at getfish@thefishroom.co.nz. We are always happy to assist. Thank you for choosing The Fish Room. Happy fish keeping!