Return Policy

This Return Policy applies to all purchases made through our website, with special emphasis on international transactions. By placing an order, you acknowledge and agree to the following terms.

1. GENERAL POLICY
Due to the nature of live fish, all sales are final and non-returnable. We do not accept physical returns of any fish that have been shipped.

Under no circumstances may live fish be returned to us.

2. INTERNATIONAL ORDERS (OUTSIDE INDONESIA)
For all international purchases:

All risks and responsibilities are fully transferred to the buyer once the shipment has been dispatched from our facility.

This includes, but is not limited to:

• Customs delays or rejections
• Import permit issues
• Confiscation by authorities
• Shipping delays or mishandling by courier services

Goldfish Indonesia is not responsible for any losses caused by the destination country’s regulations or logistics.

3. IMPORT REGULATIONS RESPONSIBILITY
The buyer is solely responsible for ensuring compliance with all import laws and regulations in their country.

Failure to provide valid permits or documentation will not qualify for any return, refund, or compensation.

No exceptions will be made under any circumstances related to import restrictions.

4. DEAD ON ARRIVAL (DOA) EXCEPTION
The only exception to the no-return policy is the DOA (Dead on Arrival) claim, which is handled strictly as follows:

• Claims must be submitted within 2 (two) hours of delivery
• Full, clear, and continuous video proof is required
• Fish must remain in unopened, original packaging

DOA does not entitle the buyer to a return. Compensation is limited to replacement or store credit only, at our sole discretion.

Shipping fees and related costs are strictly non-refundable.

5. NO RETURN FOR TRANSIT OR HANDLING ISSUES
We do not accept returns or provide compensation for:

• Stress, injury, or death occurring after delivery
• Improper acclimation by the buyer
• Delays caused by courier services
• External environmental factors during transit

Once the fish is received, full responsibility shifts entirely to the buyer.

6. PAYPAL AND PAYMENT DISPUTES
For transactions made via PayPal or similar services:

Any attempt to initiate a return, dispute, or chargeback without prior written agreement from us will be treated as a breach of this policy.

We reserve the right to:

• Submit full documentation and evidence to dispute claims
• Deny any refund requests that do not comply with our terms

Approved refunds (if any) will be subject to deductions including transaction fees, handling costs, and administrative charges.

7. FINAL AUTHORITY
Goldfish Indonesia reserves full and final authority in determining the validity of any claim, complaint, or exception.

All decisions made by us are binding and non-negotiable.

8. AGREEMENT
By completing a purchase, you confirm that you have read, understood, and agreed to this Return Policy.

This policy is designed to protect the quality of our livestock and the integrity of our business operations.