DOA (Dead on Arrival) Policy — iReef Ltd
At iReef Ltd, we take every precaution to ensure corals are packed, shipped, and delivered in excellent condition. In the rare event that a coral arrives deceased (DOA), the following policy applies.
Customers must contact us within 2 hours of delivery to report a DOA.
To be eligible for a credit or refund, we require clear, high-resolution photographs of the coral and invertabries inside the unopened bag.
Failure to submit the required photos within the 2-hour window will void eligibility for compensation.
Resolution Options
Once DOA evidence has been verified:
- We will offer store credit for a future purchase
or
- A refund for the coral item only, excluding shipping/postage fees
Returns are not available for live livestock once placed into an aquarium
After Arrival Responsibility
Once coral and invertabries have been opened or introduced into an aquarium, responsibility transfers to the customer.
Due to variations in:
- Tank parameters
- Lighting
- Flow
- Water chemistry
- Acclimation practices
we cannot offer refunds or credit for coral losses after placement, as these conditions are beyond our control.
Shipping Delays or Carrier Issues
If a DOA is caused by shipping delays or courier handling, and is not the fault of iReef Ltd or the customer, we will provide store credit or a refund (excluding postage). Customers may also be required to assist with carrier claims where applicable.
Policy Scope
This DOA policy applies only to coral condition during transit and upon delivery.
It does not cover coral health after placement into a home aquarium.
Our Commitment
We are committed to ethical livestock handling, careful packing, and fair resolutions, ensuring both coral welfare and customer confidence remain our top priority.