Returns & Refunds

Overview

FragSwop is a marketplace connecting buyers and sellers of live aquatic livestock. Due to the nature of live animals, our returns policy differs from typical online retailers.

Live Livestock Returns

Live animals cannot be returned in the traditional sense due to animal welfare concerns and biosecurity risks. Instead, we have specific protections in place:

DOA (Dead on Arrival)

If your animal arrives dead or seriously ill, you can file a DOA claim within 2 hours of delivery. See our DOA Protection Guide for full details.

Item Not as Described

If the animal differs significantly from the listing description (wrong species, wrong size, misrepresented health condition), you can:

1. Contact the seller through our messaging system
2. Attempt to reach a resolution (refund, partial refund, or return)
3. If unresolved, open a dispute through FragSwop

Change of Mind

Unfortunately, we cannot accept returns for live animals due to a change of mind. This is for the welfare of the animals and biosecurity reasons. Please research thoroughly before purchasing.

Equipment & Supplies Returns

For non-livestock items (equipment, supplies, accessories), returns are handled directly with the seller. Most sellers accept returns for:

• Damaged or faulty items
• Items not as described
• Incorrect items received

Check the individual listing for the seller's specific returns policy before purchasing.

Refund Eligibility

You may be eligible for a refund in the following situations:

How Refunds Work

Request Process

1. Go to your order in your account dashboard
2. Click "Report an Issue" or "Request Refund"
3. Select the reason and provide evidence
4. Wait for seller response
5. Escalate to FragSwop if needed

Refund Timeline

• Seller response: Usually within 24-48 hours
• FragSwop review (if escalated): Up to 14 days
• Refund processing: 5-10 business days to your payment method

Refund Method

Refunds are returned to your original payment method. We cannot refund to a different card or account than the one used for payment.

Order Cancellation

Before Shipping

You can cancel an order before the seller marks it as shipped. Contact the seller through our messaging system to request cancellation. If approved, you'll receive a full refund.

After Shipping

Once an order is shipped, it cannot be cancelled. If you no longer want the item, you'll need to wait for delivery and discuss options with the seller.

Seller Cancellation

Sellers may cancel orders in certain circumstances (stock issues, unable to ship safely, etc.). If a seller cancels your order, you'll receive a full automatic refund.

Disputes

If you cannot resolve an issue directly with the seller:

1. Open a formal dispute through the FragSwop platform
2. Both parties submit evidence and statements
3. FragSwop reviews the case impartially
4. A binding decision is made within 14 days

Our dispute resolution aims to be fair to both parties while protecting consumers and maintaining marketplace integrity.

Platform Fees

When refunds are issued:

• Buyers receive their full payment back
• Platform fees may or may not be refunded to sellers depending on the circumstances
• Stripe payment processing fees are non-refundable

Your Statutory Rights

Under UK consumer law, you have certain statutory rights that apply to purchases:

• Goods must be of satisfactory quality
• Goods must be fit for purpose
• Goods must match their description

Note that the standard 14-day cooling-off period for online purchases does not typically apply to live animals due to exemptions for perishable goods. However, your right to goods that match their description and are of satisfactory quality remains protected.

Related Pages

• DOA Protection - Dead on Arrival claims
• Buyer FAQ - Common questions
• Terms of Service - Full terms and conditions

Contact Us

For help with returns or refunds, contact us at [email protected].