DOA Policy

1. Definition of DOA

The term «Dead On Arrival» (DOA) refers to live creatures that are received in a deceased state at the time of delivery or collection. This policy outlines the procedures and guidelines for addressing DOA cases involving live creatures, ensuring fair and appropriate resolutions for both customers and our organisation.

2. Scope

This DOA policy applies to all live creatures supplied by our company and delivered to customers within the United Kingdom.

3. Packaging and Handling

Our company takes every precaution to ensure the safe and humane transport of live creatures. We follow best practices for packaging and handling, aiming to minimise stress and discomfort during transportation.

4. Customer Responsibilities

Customers must adhere to the following responsibilities upon receiving a shipment of live creatures:

a. Inspect the package upon delivery: Customers must immediately inspect the packaging and its contents upon receipt. Any visible signs of damage, mishandling, or distressed live creatures must be documented and reported to our customer service team.

b. Report DOA cases promptly: In the event of a DOA, customers must notify our customer service team within two hours of the recorded delivery time. Failure to report within this timeframe may hinder our ability to investigate and address the issue.

c. Provide necessary information: Customers must provide clear photographic or video evidence of the deceased live creatures, along with any relevant details or observations that may aid in our investigation.

5. DOA Assessment

Upon receiving a report of a DOA case, our company will conduct a thorough assessment to verify the claim’s validity. This assessment may include:

a. Review of provided evidence: We will examine the photographic or video evidence and any additional information provided by the customer.

b. Investigation of shipping procedures: Our team will review the shipping and handling procedures to identify any potential issues that may have contributed to the DOA incident.

6. DOA Resolution

In the unfortunate event of a confirmed DOA case, our company will offer the customer one of the following resolution options:

a. Replacement: We will arrange for a prompt replacement of the deceased live creature(s) at no additional cost to the customer. However, availability may be subject to stock levels and species-specific considerations.

b. Refund: If a replacement is not feasible, or if the customer prefers, we will issue a full refund for the value of the deceased live creature(s).

7. Follow-Up Care

For customers who receive replacements or surviving live creatures, we will provide guidelines and support for their care and well-being.

8. Exclusions

This DOA policy does not cover the following situations:

a. DOA cases not reported within the specified timeframe.

b. DOA cases caused by customer mishandling or negligence after delivery.

9. Policy Amendments

Our company reserves the right to amend this DOA policy as necessary. Any changes will be communicated to customers and posted on our official website.

By receiving a shipment of live creatures from AquaFood Shop, customers acknowledge and agree to comply with this DOA policy.