Refund policy

Return & Refund Policy (Live Betta Fish)

Effective Date: March, 2026
Bettas Enigma(“we,” “us,” “our”)
Bettasenigma.com
Contact: support@enigmabettas.com

Because we sell live Betta fish, we cannot accept returns or exchanges once an order has shipped or been delivered. This helps protect animal welfare and follows biosecurity best practices.

1) No Returns / No Exchanges (Live Animals)

All sales of live Betta fish are final. We do not accept returns or exchanges of live animals under any circumstances, including (but not limited to) buyer’s remorse, change of mind, compatibility issues, or tank setup concerns.

2) DOA (Dead on Arrival) Guarantee

We guarantee live arrival under the terms below. If your Betta arrives dead on arrival (DOA), you may be eligible for a refund of the fish purchase price or a replacement (our discretion), provided you meet all requirements.

DOA Claim Requirements (All Required)

To qualify for DOA coverage, you must:

  1. Contact us within 2 hours of delivery (based on the carrier’s delivery timestamp).
  2. Provide clear photos showing:
    • The fish inside the unopened original shipping bag, and
    • The shipping label visible in at least one photo.
  3. Keep all original packaging until your claim is resolved.
  4. Ensure the package was delivered to the address on the order.

Submit DOA claims to: [bettasenigma@support.com]
Include: Order number + photos + brief description

DOA Resolution

If your DOA claim is approved, we will provide one of the following (our choice):

  • Refund of the fish purchase price (excluding shipping), or
  • Replacement fish (if available)

Shipping is non-refundable, including in DOA cases.

3) Shipping Methods & Carrier Notes (UPS/USPS)

We ship live fish via UPS Overnight / 2-Day and USPS services where available/selected. Delivery and handling are performed by the carrier, and delivery estimates are not guarantees.

If a package is delayed, misrouted, or marked delivered but not received, we will assist you in filing a carrier inquiry; however, carrier-related delays and issues may void DOA coverage (see Section 4).

4) What Is Not Covered

The DOA guarantee does not cover:

  • Claims submitted after the 2-hour window
  • Carrier delays, missed delivery attempts, refusal of delivery, or failure to retrieve a package promptly after delivery
  • Orders with an incorrect/incomplete address or returned-to-sender shipments
  • Packages held at a carrier facility because the recipient did not pick up in time
  • Losses related to extreme weather (heat/freezing temperatures, storms) that may impact transit or delivery conditions
  • Issues after delivery caused by improper acclimation, uncycled tanks, poor water quality, inadequate heating/filtration, or incompatible tankmates
  • Stress-related changes (temporary lethargy, mild fin damage, color change) that can occur during shipping and often resolve with proper care

5) Customer Responsibilities (Required for Live Arrival)

By placing an order, you agree to:

  • Provide a correct and deliverable shipping address
  • Be available to receive the delivery on the first attempt and bring the package indoors immediately
  • Have a properly prepared environment ready (appropriate tank size, heater, cycled/conditioned water, and supplies)
  • Follow any acclimation instructions provided by us

6) Order Cancellations

  • Before shipment: You may request a cancellation within [24 hours] of purchase and before the order is packed or a shipping label is created. 
  • After packing/label creation/shipment: Orders cannot be canceled.

7) Notice

This policy is intended to comply with applicable consumer protection requirements. Nothing in this policy limits any rights that cannot be limited under applicable Minnesota or federal law.

8) Policy Updates

We may update this policy from time to time. The version posted on our website at the time of purchase applies to your order.

DO IT BETTA!

Bettas Enigma Team!