Refund policy

Thank you for shopping at Plecoceramics. We want to ensure your complete satisfaction with your purchase. Please read our Return and Refund Policy carefully to understand your rights and responsibilities.

1. Dry Goods (Non-Live Items)

30-Day Return Policy: We offer a 30-day return policy, which means you have 30 days from the date of receiving your item to request a return. To be eligible for a return, the item must be in the same condition as you received it, unworn or unused, and in its original packaging. You must also provide your order number.

Requesting a Return: To initiate a return, please contact us at plecoceramics@gmail.com. We will provide instructions and can assist in finding the most affordable shipping option. Return shipping costs are the responsibility of the customer. Returns sent without prior authorization will not be accepted.

Non-Returnable Items: Perishable goods (such as fish food), custom orders (special orders or personalized items), sale items, and gift cards cannot be returned.

Damages, Defects, or Issues with Your Order: Upon receiving your order, please inspect it carefully. If you notice any defects, damages, receive the wrong item, or if your goods are lost or broken during transportation due to the fault of the shipping carrier, please contact us immediately at plecoceramics@gmail.com. We will review the issue and work with you to make it right. In cases of loss or damage during shipping, we will refund the cost of the goods (excluding delivery charges).

Exchanges: If you wish to exchange an item for a different one, the fastest way is to return the item you have by following our return process. Once the return is accepted, you can make a separate purchase for the new item.

2. Live fish:

DOA (Dead on Arrival) guarantee:

• Applies only to overnight shipping by UPS, FedEx, or Southwest Air, which we highly recommend, especially for all Hypancistrus species. Two-day shipping is available when weather conditions allow, but it does not include the DOA guarantee.

• If a fish arrives deceased, take a clear photo of the fish inside the unopened bag within 2 hours of delivery and send it to us. Verified cases will be refunded.

• If a fish dies within 24 hours after delivery, we will issue a store credit equal to the value of the fish.

Important Notes:

• Shipping charges are non-refundable.

• We cannot be responsible for carrier delays beyond our control.

For any further questions or assistance regarding returns and refunds, please contact us at plecoceramics@gmail.com. We strive to provide excellent customer service and will be happy to help you with your concerns.