By using the Sacred Aquatics website and placing an order, you agree to the following terms and conditions.
1. Returns Policy
1.1 Livestock Returns
We do not accept returns on any livestock including aquatic plants and aquatic animals under any circumstances.
1.2 Non-Livestock Returns (within 7 days)
Non-livestock items may be returned within 7 days of purchase.
- If the item is inspected and found to be in working condition, the client is responsible for all shipping fees.
- If the item is found to be faulty, a full refund or replacement will be provided and shipping will be covered by Sacred Aquatics.
1.3 Returns After 7 Days
Returns requested after 7 days will incur a 10% handling fee. The client remains responsible for all shipping fees.
1.4 Warranty Claims
Items may be collected from the client or brought back to Sacred Aquatics and will then be sent to the supplier for assessment.
- If the item is found to be in working condition, the client will be liable for all associated shipping fees.
- If the item is confirmed to be faulty, a replacement unit will be provided at no additional cost to the client.
1.5 Preference-Based Returns
We do not accept returns for items that are no longer to the buyer’s liking after 7 days of purchase.
2. Cancellation Policy
2.1 Order Cancellation Before Dispatch
Orders may be cancelled free of charge at any time before the order has been dispatched. To cancel, please contact us via WhatsApp or email with your order number. Once cancellation is confirmed, a full refund will be issued within 5-10 business days.
2.2 Order Cancellation After Dispatch
Once an order has been dispatched, cancellation is subject to our returns policy. The customer may refuse delivery, but return shipping costs will apply and will be deducted from the refund amount.
2.3 Cancellation of Livestock Orders
Due to the nature of live goods, cancellations of livestock orders must be made at least 24 hours before the scheduled dispatch time. Once livestock has been packed and prepared for shipping, cancellation is not possible. Refunds for cancelled livestock orders are subject to a handling fee to cover packing materials and oxygen costs.
2.4 Cancellation of Custom Orders
Custom or special-order items, including Build Your Tank configurations and special-order equipment, cannot be cancelled once production or procurement has commenced. Customers will be notified when a custom order enters production.
2.5 Right to Cancel by Sacred Aquatics
Sacred Aquatics reserves the right to cancel any order for any reason, including but not limited to: stock unavailability, payment processing issues, pricing errors, or suspected fraudulent activity. In such cases, a full refund will be issued and the customer will be notified.
3. Rights Reserved
Sacred Aquatics reserves the right to cancel any order and refund the customer for any reason we deem appropriate.
We reserve the right to refuse service or assistance to any client at our discretion to protect our staff, our business, and the integrity of our operations.
4. Payments
By placing an order with Sacred Aquatics, you agree to the accepted payment methods: EFT, Cash or Card on Collection, and the payment options provided at checkout.
We will only ship out your order once full payment has reflected in our account. Orders will not be packed, released, or dispatched until payment is confirmed.
5. Shipping Policy
5.1 Shipping Days
- Livestock and plants are shipped Monday to Wednesday only to prevent parcels from sitting in courier warehouses over weekends.
- Non-livestock items may be shipped Monday to Friday.
- Couriers operate Monday to Friday only and do not deliver on weekends or public holidays.
5.2 Shipping Charges
- The Courier Guy charges between R150 and R500 depending on order size and weight.
- If additional courier fees apply this will be communicated after your order is placed.
- PUDO locker to locker for dry goods such as hardscape, soils, gravels, nano tanks, and filtration is R80-R250.
- Local collections in Cape Town are free.
5.3 Shipping Conditions
If a non-overnight or non-priority shipping option is selected for plants, Sacred Aquatics will not be held liable for any losses or delays that may occur.
Aquatic animals are only shipped using express shipping.
If the size or weight of your order exceeds standard courier box dimensions, additional courier fees will apply. These cannot be fully calculated during checkout and will be communicated once your order is processed. The website calculates only the minimum shipping charge. This is company policy.
5.4 Tracking and Courier Responsibility
We encourage you to track your parcel during transit using the tracking information provided once your order has been dispatched.
Once parcels leave our facilities they are in the hands of the courier company.
For delivery updates, rerouting, delays, or any transit-related queries, it is best to communicate directly with the courier service using your tracking details.
5.5 Free Shipping Limitations
Free shipping promotions are subject to size and weight limitations. Orders containing large or bulky items, including but not limited to glassware and aquarium cabinets larger than 60cm, do not qualify for free shipping even if the order value exceeds the free shipping threshold.
6. DOA (Dead on Arrival) Guarantee
All livestock is shipped using priority overnight delivery to give the animals the best chance of arriving healthy.
If any livestock arrives deceased, you must provide proof within 1 hour of receiving your parcel. Proof must consist of clear photos or videos of the affected livestock still in their original sealed packaging so that we can assist you properly.
The DOA guarantee begins the moment the courier collects your parcel. If the courier takes longer than 24 hours to deliver your order, Sacred Aquatics cannot accept responsibility for losses related to livestock.
Kindly note that all back-ordered items are strictly non-refundable.
7. CO2 Equipment Disclaimer Policy
CO2 Equipment Use & Liability Disclaimer
At Sacred Aquatics, we are committed to providing high-quality aquascaping equipment and supporting our customers in achieving the best possible results.
Please note that CO2 systems require careful setup, adjustment, and monitoring. Due to the nature of pressurised gas systems, improper installation, incorrect pressure settings, or changes within the system may result in unstable CO2 output.
By purchasing and using CO2 equipment, including regulators, solenoids, diffusers, and related components, the customer acknowledges and agrees to the following:
- CO2 systems must be installed and operated correctly, with appropriate knowledge and care
- Sacred Aquatics cannot be held responsible for livestock loss, plant damage, or tank instability resulting from the use or misuse of CO2 equipment
- Variations in pressure, cylinder levels, or setup configuration may affect performance
- It is the customer’s responsibility to monitor CO2 levels, especially when making adjustments or activating solenoids
Product Faults & Inspections
In the event of a suspected fault:
- All equipment will be assessed by the official supplier or distributor
- If a product is found to be faulty, it will be repaired or replaced in accordance with supplier warranty policies
- If the product is tested and found to be in working condition, return courier costs will be for the customer’s account
Important Usage Recommendations
For safe and stable operation, we strongly recommend:
- Gradual adjustment of CO2 levels
- Monitoring with a drop checker or pH system
- Avoiding sudden changes in pressure or flow
- Regular inspection of all connections and components
Thank you for choosing to shop with Sacred Aquatics. We are committed to delivering high quality and healthy livestock for your aquarium.
General
All prices are in South African Rand (ZAR) and include VAT where applicable. We reserve the right to modify prices, products, and availability without prior notice.
Orders
Orders are accepted at our discretion. We may cancel orders that appear to be placed in error or where stock is unavailable. In such cases, a full refund will be issued.
Privacy
We respect your privacy. Personal information collected during checkout is used solely for order processing and delivery. We do not share your data with third parties except as required for payment processing and shipping.
Contact
For any questions regarding these terms, please contact us via WhatsApp or email.