Refund policy

Refund Terms for Live Fishes

At Tommy and Tini, we take utmost care in packing and shipping live fishes. However, due to the sensitive nature of live livestock, refunds or replacements will be processed only under the following conditions:

1. Dead on Arrival (DOA) Policy

In the rare case of Dead on Arrival (DOA), customers must strictly follow the below procedure:

  • A clear unboxing video must be recorded from the beginning, without any pause or cut.

  • The outer packaging and sealed cover must be clearly visible in the video.

  • The package must not be opened before recording the video.

  • The condition of the fish inside the sealed bag must be clearly shown.

  • The video must be shared with us immediately upon delivery.

Failure to provide a proper unboxing video from start to finish will make the claim invalid.

2. Claim Verification Process

  • Once the video is received, our team will verify the claim.

  • If approved, we will either:

    • Arrange a reshipment of new fishes, or

    • Process a refund, based on stock availability and internal verification.

3. Important Notes

  • Claims must be reported immediately on the same day of delivery.

  • Delayed reporting may result in rejection of the claim.

  • Decisions regarding refund or replacement will be at the sole discretion of Tommy and Tini after verification.

 

We have a 1-3-day return policy Prodcuts , which means you have 3 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at tommyandtini.in@gmail.com. Please note that returns will need to be sent to the following address: at Contact page  

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at tommyandtini.in@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at tommyandtini.in@gmail.com.