Refund policy

At Lunar Fancies, we take great care to ensure the health, safety, and quality of our live Ranchu goldfish. All orders are prepared, inspected, and packaged to the highest standards before shipment.

Live Fish – Refund Eligibility

We do not accept returns of live fish under any circumstances. However, if a fish arrives deceased (Dead on Arrival, "DOA") or with severe cosmetic damage, you may be eligible for a refund under the following conditions: 

  • DOA or Severe Cosmetic Damage Claim Window – You must submit clear, unaltered video footage within 3 hours of the first delivery attempt. The video must clearly show:
    • The unopened shipping bag
    • The deceased fish inside the unopened bag
    • A close-up to confirm identity and condition
    • Contact – Send your video and order details to lunarfancies@gmail.com within the 3-hour window.
  • No Exceptions for Late Claims – Claims submitted outside the 3-hour window, or without required footage, will not be honored.
  • Refund Scope – Approved DOA claims will be refunded for the purchase price of the fish only. For severe cosmetic damage (e.g., major scale loss or fin tears), partial compensation may be considered on a case-by-case basis. Shipping costs are non-refundable.
  • No Guarantee Beyond Arrival – We do not guarantee the survival of fish after the arrival window due to factors beyond our control, such as water conditions, acclimation practices, or care after delivery.

Order Cancellations

  • Before Shipment – Orders may be canceled within 24 hours for a full refund if the fish has not yet been prepared for shipping. After 24 hours or during the maximum two weeks holding period, a 50% fee will be applied to help cover care and reservation costs. 
  • After Shipment – Once an order has been shipped, it cannot be canceled or refunded except under the DOA or with severe cosmetic damage policy above.

Final Note

By completing a purchase from Lunar Fancies, you agree to these terms. Our policies are designed to protect the health and safety of our fish, maintain fair practices, and ensure clarity for our customers.