Terms & Conditions

TROPICAL SUPPLIES LIMITED – TERMS & CONDITIONS

1. General

Tropical Supplies Limited (“we,” “us,” or “our”) operates both a physical retail store and an online shop offering a range of dry goods and live animals, including freshwater fish, reptiles, amphibians and invertebrates.

By placing an order with us, you agree to the following terms and conditions.

2. Products & Availability

  • All goods and livestock are subject to availability.
  • Prices and stock levels may change at any time without notice.
  • Livestock availability is subject to seasonal supply, availability and health status.
  • Our website stock levels are updated regularly; however, due to livestock being sold both online and within our physical store, availability may occasionally differ from that shown online.
  • All livestock sizes stated on our website are approximate estimates only. Individual animals naturally vary in size, and the livestock supplied may be slightly larger or smaller than the size stated.
  • Livestock photographs are for illustrative purposes unless specifically stated otherwise. Images may be actual photographs of our livestock or representative/stock photographs of the species.
  • Many photographs, particularly fish photographs, show mature or adult specimens displaying their full adult colouration. Most livestock we sell is juvenile or young and may therefore not display the same level of colour, markings or overall appearance shown in the photographs at the time of purchase. Colouration and appearance will naturally develop as the animal matures and may also vary between individuals.
  • Any items marked as pre-order will generally arrive within a few days, but if the item is out of stock with our supplier, delivery could take up to a couple of weeks.
  • We will endeavour to inform you of any delays as soon as possible.

3. Orders & Payment

  • Orders must be paid for in full before dispatch or collection.
  • We reserve the right to refuse or cancel any order at our discretion.

4. Livestock – Dead on Arrival (DOA) Policy

In the rare event that livestock arrives dead, you must:

  • Notify us within 1 hour of delivery.
  • Provide clear photo or video evidence of the deceased livestock inside the sealed bag or original sealed transport packaging.

Once verified, we will either:

  • Credit your account; or
  • Replace the livestock on your next order, subject to availability.

5. Returns & Refunds (Dry Goods)

  • Unopened and unused dry goods may be returned within 14 days of receipt for a refund or exchange.
  • Return shipping is the responsibility of the customer unless the item is faulty or incorrect.

6. Care & Responsibility

Once livestock is accepted and removed from its sealed bag or transport packaging, responsibility for its health and care passes to the customer.

We cannot be held liable for issues resulting from improper acclimation, unsuitable aquarium or enclosure conditions, incorrect water parameters, temperatures, husbandry or other inappropriate care.

Customers are responsible for researching and providing suitable conditions for the species purchased.

7. Frozen Foods

Frozen food is packed with care to help maintain temperature during transit.

However, we cannot guarantee that frozen items will arrive fully frozen, especially during warm weather or unexpected delivery delays.

Please take this into account when placing frozen food orders online.

8. Contact

For any questions or DOA claims, please visit the Contact Us page on our website.

9. Governing Law

These terms and conditions are governed by and construed in accordance with the laws of England and Wales.

Any disputes arising in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Your statutory rights as a consumer are not affected.