Return &
Refund Policy
At NeoBlue, we strongly encourage all customers to carefully read and understand our Return & Refund Policy.
Our goal is to maintain transparency and avoid misunderstandings or disputes between NeoBlue, sellers, and customers.
Our Commitment
Transparency. Fairness. Trust.
We're committed to providing a safe and
trusted experience for every aquarist.
Returns Policy
Important Notice
Currently, NeoBlue does not offer returns for aquatic fishes and aquatic plants.
Live Product Nature
The products we sell are live aquatic animals and plants, unlike regular e-commerce items such as clothes or shoes.
Shipping live fish requires:
- Specialized packing methods
- Oxygen management
- Temperature monitoring
- Proper handling during transit
If these conditions are not maintained correctly during return shipping, it may lead to stress, injury, or death of the fish. For this reason, returns are currently not possible.
Logistics Limitations
At present, we do not have access to a specialized live-aquatic return logistics network.
Currently, deliveries are handled through:
- Courier aggregators
- Physical bookings based on availability and convenience
Until a proper logistics system for live returns is available, NeoBlue cannot provide a return option.
Wrong Product Concerns
NeoBlue and our sellers follow a strict product verification and checking process to minimize mistakes.
In the rare case that you receive an incorrect item, our support team will review the issue and provide an appropriate resolution without unnecessary complications.
Refund Policy
Refunds are only processed when
all mandatory conditions are followed.
Mandatory Requirement for Refund Claims
Unboxing Video is Compulsory
Customers must record a complete unboxing video immediately after receiving the parcel from the courier office or delivery agent.
Most parcels are delivered within 3-5 days, and the unboxing video serves as proof in case:
This video helps our team analyze the issue and process a fair resolution.
Important Video Guidelines
The unboxing video must:
Start before opening the parcel
Be recorded continuously
Have no cuts, edits, pauses, or interruptions
Clearly show the package condition and contents
No Video = No Refund
If you do not provide a proper
unboxing video:
- No refund will be issued
- Random photos or partially recorded videos will not be accepted
- Already opened package videos are not considered valid proof
Refund Processing Time
Approved refunds are generally
processed within:
depending on payment method
and banking timelines.
Customer Responsibility After Delivery
NeoBlue's responsibility is limited to safely delivering the parcel to the customer.
Once the fish or plants are released into the tank or aquarium setup:
- NeoBlue and the seller are no longer responsible
- Tank conditions, water quality, acclimatization, and care become the customer's responsibility
Final Note
By purchasing from NeoBlue, customers agree to this Return & Refund Policy and acknowledge the unique nature of live aquatic product shipping.
Thank you for supporting
the aquarium hobby!
— NeoBlue Team