Pairaplants — Terms & Conditions • Refund/Replacement Policy

Terms & Conditions

Please read these Terms & Conditions ("Terms") carefully before using the Pairaplants website or placing an order. By accessing or using our services you agree to be bound by these Terms.

1. About Us

Pairaplants is an online retailer of aquatic plants, aquarium gravel, fish, and aquascaping accessories. All orders are placed through our website. Pairaplants does not operate physical courier services — shipments are fulfilled by third‑party delivery partners.

2. Placing Orders

• Placing an order constitutes an offer to purchase the products listed in the order.
• We reserve the right to accept or decline any order for any reason, including but not limited to product availability, errors in pricing, or suspected fraud.
• All orders are subject to verification and authorization by our payment processor.

3. Product Information

• We make reasonable efforts to ensure product descriptions, images and specifications are accurate. However, natural materials (live plants and fish) may vary in appearance, size and color.
• Plants and animals are live products: availability, health and appearance are inherently variable. We do not guarantee exact matches to images shown on the website.

4. Customer Obligations

• Customers must provide accurate shipping information. Pairaplants is not responsible for delivery failures or additional charges resulting from incorrect or incomplete address details.
• When ordering live animals, customers should ensure readiness to receive and acclimatize live shipments on delivery day.

5. Intellectual Property

All content on the Pairaplants website (text, graphics, logos, images) is the property of Pairaplants or its licensors and is protected by copyright and other intellectual property laws.

6. Changes to Terms

We may revise these Terms at any time. Updated Terms will be posted on the website with the effective date. Continued use of the website after changes constitutes acceptance of the updated Terms.

Shipping & Delivery

1. Third‑Party Carriers

All shipments are handled by third‑party courier services chosen at our discretion or as selected by the customer at checkout. Pairaplants does not control courier operations and is not liable for courier delays or damages that occur after handover, except as stated below in the Replacement Policy.

2. Delivery Timeframes

Estimated delivery dates provided at checkout are estimates only. Delivery times may be affected by carrier schedules, weather conditions, regional holidays, customs (for international shipments), and other factors beyond our control.

3. Receipt of Goods

• Inspect all packages at the time of delivery. If a package shows clear external damage, note the damage on the delivery receipt and capture photographic or video evidence, if possible.
• If you are not available to receive a live shipment, arrange for a trusted recipient who can follow our handling and acclimatization instructions.

Payments

Pairaplants uses Cashfree as our integrated payment gateway for processing online payments. By placing an order, you authorize the use of Cashfree (or any other payment provider listed at checkout) to charge your selected payment method for the total order amount.

1. Pricing & Taxes

All prices are shown in the currency indicated on the website and do not include shipping, handling or taxes unless stated. Applicable taxes and shipping charges will be calculated at checkout.

2. Payment Security

We do not store your full payment information on our servers. Payment data is processed via Cashfree and the respective payment provider’s secure environment.

Refunds, Replacements & Warranty

Replacement‑Only Policy

Please read carefully: Pairaplants does not offer refunds. Replacements will be provided only when valid video proof is submitted and the replacement request meets the conditions outlined below.

1. Eligible Replacement Claims

• Replacements are considered for products that are: (a) damaged on arrival; (b) deceased on arrival (for live organisms); or (c) materially not as described.
• To be eligible, the customer must submit valid video proof showing the product and the packaging condition at the time of delivery. Video must clearly show: order number, package exterior, product condition immediately upon opening, and timestamp (automatic or clearly stated).
• Video proof must be submitted to our customer support email or the replacement request form on the website within 24 hours of delivery for live animals or perishable goods, and within 48 hours for non‑perishable goods.

2. Submission & Review Process

• When a valid claim is received, Pairaplants will review the evidence and may request additional information (photographs, order number, proof of purchase, and delivery receipt).
• Pairaplants reserves the right to consult with our horticulture/aquaculture experts to determine whether the evidence supports a replacement.
• If approved, a replacement item will be dispatched at no additional product cost to the customer. Shipping charges for the replacement may be borne by Pairaplants or handled as determined on a case‑by‑case basis.

3. Exclusions

• Claims lacking clear video proof, or claims made after the time limits above, will not be eligible for replacement.
• Damage or death resulting from customer negligence, improper acclimatization, delayed acceptance of delivery, unsuitable water chemistry or environmental conditions, or post‑delivery mishandling is not covered.
• We do not accept returns for live animals, plants or consumable products. All eligible issues are addressed by replacement only.

4. Cancellation & Order Changes

Orders may be cancelled prior to dispatch. Once an order has been dispatched to the courier, cancellation requests will be evaluated on a case‑by‑case basis and may be declined. If cancelled prior to dispatch, refund of the product amount (less any bank/processing fees) will be subject to our cancellation policy — however, note that our default policy is replacement only and refunds are not available except where required by law or payment processor dispute resolution.

5. Limitation of Liability

To the maximum extent permitted by law, Pairaplants’ liability for any claim arising out of or relating to the products or services is limited to the value of the affected product(s) or a replacement, at Pairaplants’ discretion. We shall not be liable for indirect, incidental, or consequential damages.

Contact & Support

If you have questions about these Terms or wish to submit video proof to initiate a replacement request, please contact our support team:

• Email: info@pairaplants.com
• Business Hours: Monday–Friday, 09:30–18:00 (local timezone)

Please include your order number and clear video proof when submitting a replacement claim.