DOA (Dead on Arrival)

Complaints handling for corals that died during transport (DOA replacement)

In case of justified complaint, the following procedure applies:

The animals must be unpacked and checked promptly (within 12 hours) after arrival.

Damaged or dead corals must be visible in the still sealed transport bags or containers and at least one detailed photo must be provided.

Should the extreme case occur and several animals arrive in the above-mentioned condition, we ask you to send us an overall picture with all dead corals.

The detailed photo must be taken outside the pool on a white background under normal daylight. This also applies to a group photo. Without the corresponding pictures within the specified time period, a complaint is not possible!

If the box/packaging is damaged, this should be confirmed by the deliverer upon receipt.

Complaints about dead corals must be reported to us within three hours of delivery by phone, WhatsApp or email. Please note that we cannot accept complaints made after this time.

If the item is picked up on site, any right to complaint is void!

If the complaint is justified, we will refund the purchase price of the animal in the form of a shop voucher. Or, if possible, a replacement animal will be included free of charge with the next order placed. ( Ancillary costs such as shipping costs are excluded.) Reimbursement will only be made in the form of a shop voucher or a replacement animal. We expressly rule out all other forms of reimbursement !

If you do not agree to the possible complaint conditions, we sincerely ask you not to conclude a contract with Premium Reefing UG (limited liability).