Complaint procedure for live-animal shipments
Complaints are only possible if the shipments have been accepted. Please also accept wet or damaged parcels, as a return to us means the certain death of the animals. You do not need to worry in this case as we will compensate you for any unforeseen inconvenience.
All animals are cultivated, cared for and packed by us with the best of our knowledge and conscience. Should it happen that an animal is damaged during transport, despite all careful preparations for shipment, proceed as follows:
1) Photo documentation
Please photograph the affected animals immediately after unboxing in the closed transport bag under white light. In case of wet or damaged parcels, please also take photos of them.
2) Accurate inspection
You're unsure if the animal was really damaged? Open the transport bag, carefully place the animal in the aquarium (if necessary with acclimatisation) and observe it for a few hours. Many animals recover from transport.
3) Submission of the complaint
If the animal does not recover or is clearly not alive when it arrived, then we regret this very much. Please send us the photos for the complaint simply by mail to: firstname.lastname@example.org. We will then take care of a compensation and get back to you personally to discuss the next steps.
The losses and photos must have reached us within 12h after arrival of the shipment in writing by email. Later complaints can unfortunately no longer be considered.
Any questions? Write us!
Mail: email@example.com; Contact form; Tel. 0381-66098171
Please note that the revocation of the contract is excluded with the dispatch of living animals and plants, since these are not suitable due to their condition for a return (§ 312 g Abs. 2 Nr. 2 BGB)!
For all other goods in our shop the right of withdrawal applies:
You have the right to revoke this contract within 14 days without giving reasons.
The revocation period is 14 days from the day on which you or a third party named by you took possession of the goods.
In order for you to make use of your right of revocation, you must inform us,
Coralaxy GmbH, Hansestraße 21, D-18182 Bentwisch, Phone: +49 381 660 981 71, Email: firstname.lastname@example.org
in writing by post or email of your clear decision to revoke the purchase contract. You can orientate yourself to the sample listed below by following the revocation instructions. However, the use of the form is not an obligation for you.
In order to comply with the revocation period, you only have to send the form or your revocation declaration before the expiry of the 14-day period.
Consequences of your revocation
Upon receipt of your notice of revocation, we shall reimburse you immediately and within 14 days at the latest, the full invoice amount including the costs incurred for standard shipping (with the exception of costs incurred through an additional shipping option and which are more expensive than standard shipping).
For the refund, we will use the same transaction or payment method that you selected during your order process. Deviations from this procedure must be agreed individually with us. There are no charges or fees for you.
However, we may refuse a refund until we have received the goods you have returned or until you provide us with proof of the return you have ordered from a transport or logistics company.
In the event of a revocation, you are obliged to return the delivered goods to us within 14 days after you have sent the declaration of revocation or to hand them in personally at our premises.
We bear the costs of returning the goods.
We will only charge you with a loss of value if this is caused by a use of the goods which goes beyond the usual inspection of condition and properties.
Please return the goods to us in their original packaging and with the protective outer packaging used by us. If you have already disposed of the original packaging, we ask you to find an equivalent packaging that offers sufficient protection against transport damage and avoids claims for damages due to defective packaging.
Please inform us under the telephone number given below about the return of the goods arranged by you, so that we can allocate these on receipt in our house and process as quickly as possible.
Sample declaration of revocation
(If you want to cancel the contract, please fill in this form and send it back)
- To: Coralaxy GmbH, Hansestraße 21, D-18182 Bentwisch, E-Mail: email@example.com
With this letter I/we would like to revoke the contract concluded by me/us for the purchase of the following articles:
- Ordered on/received on
- Name(s) of costumer(s)
- Address of the costumer(s)
- Signature of costumer(s)
Any questions? Write us!
Mail: firstname.lastname@example.org; contact form; Tel. 0381-66098171