Policy

Shipment and Delivery Policy

The unboxing video is mandatory. Without the Unboxing video, we can not help you with return/refunds (! Most Important! )

We generally ship All orders within 3-36 hours of order placement. Kindly Wait for 36 Hours & do not Contact us to know about your order shipping status. You can expect your order to be delivered to you in 2-7 working days in major cities and 4 to 15 days for other locations. You can track your order online after we ship it.

Under 500g & Small Parcel, May be ship via Air Mode & it will take 2-7 Days to reach you.

500g+ & Heavy Weight & Dimensional parcel will be shipped via Surface Mode ONLY & it will take 4-15 Days to reach you.

You can check your Tracking Number & Order Invoice in your Order Section (https://www.swarnaviaquafishworld.com/my- account/orders/) under the ” My Account (www.swarnaviaquafishworld.com/my-account/) ” Page.

If you have any kind of parcel/order delay issue or you want your parcel early please contact that courier partner from whome we have shipped your order. Swarnavi Aqua Fish World ® is not a courier company, don`t ask or expect anything related to your expected delivery date.

* Due to COVID-19 Situations all over INDIA, Delivery Time maybe 2-25 Days. It completely depends on the courier partners’ roots.

* Do not rush/bother us to force shipping on Festival Days & Government Holidays. Its Completely depends on our Courier Partners. We can`t do anything about it.

In the unlikely event, we are unable to deliver any items in your order, be assured that the full amount charged for the item will be refunded. We are committed to delivering your order accurately, in good condition, and always on time.

We currently deliver to most cities across India

We generally ship items within 2 working days of order placement. However, in some cases, we may take longer, up to 7 working days, to ship the order as we may have to procure it from our suppliers or due to prolonged public holidays.

In the unlikely event that we are not able to ship your order completely within 7 working days of the order, we shall cancel the remaining unshipped part of the order, and send you an email informing you about the same. In such cases, your payment against the unshipped part of the order shall be refunded into the same account (online banking, credit card, debit card) that was used to make the purchase

To ensure that your order reaches you in the fastest time and in good condition, we only ship through reputed courier agencies.

While we shall endeavor to ship all items in your order together, this may not always be possible due to product characteristics, or availability.

If you believe that the product is not in good condition, or if the packaging is tampered with or damaged, please refuse to take delivery of the package and contact us directly to inform & tell us your order reference number. We shall make our best efforts to ensure that a replacement delivery is made to you at the earliest.

Please note all items will be shipped with a declaration (which may be deemed as an invoice) mentioning the price, as per Indian Tax Regulations

Once the product is shipped from our warehouse, the order cannot be canceled.

Keeping in view Indian Regulations, All LIQUID & HEAVY WEIGHT items will be shipped by surface only, which shall result in delayed arrival of products. Our request is that if you are in hurry to buy treatment products or such emergency products, consult our support team before making the purchase. The lead time required to deliver any Liquid item will be 3 – 10 Days, depending on your location.

I have placed my order What next? – Sit back and relax. Once your order is confirmed, we will let you know your order ID and tracking details via E-mail or SMS.

How can I check the status of my order? – Tracking details will be sent to you via email with the link where you can simply track your order online or in your Order Section (https://www.swarnaviaquafishworld.com/my-account/orders/).

What is the estimated delivery time? – Check the Given AWB Number / Tracking Id. On that page, the estimated delivery time is mentioned in business days which exclude Sundays and holidays. However, in rare cases, the actual delivery time may vary from the mentioned delivery time due to a number of factors such as:

Availability of the product with us Your location
Or some unforeseen circumstances

In any such cases, we take the responsibility of keeping you informed about the expected delivery time via E-mail or SMS.

Why I have not received my products yet? – Your order may be delayed due to unforeseen circumstances. These unforeseen circumstances may include bad weather, some natural disaster, or political interludes. In any such case, we will inform you about the status of your product via E-mail/SMS along with the expected delivery date. Keep checking your mailbox or message inbox for any updates.

Are there any hidden charges? – There are absolutely NO hidden charges when you shop with www.swarnaviaquafishworld.com. The price which you see at the product page is exactly the amount which you are going to pay.

Which courier partner will deliver my order? Can I choose a preferred delivery partner myself for my order? – We have tied up with some of the most renowned and dependable logistic companies for smooth and quick delivery of

your product. After dispatching your order, we will inform you about the details of the product and delivery partner via E- mail or SMS. And, we don’t facilitate our customers with the option of choosing a delivery partner themselves. However, we will let you know if any such service is launched in the future.

What to do if I find that my package is tempered or opened upon delivery? – At www.swarnaviaquafishworld.com, we are committed to providing you with a wonderful shopping experience. However, there may be some problems with the delivery of the product. The following cases may be there:

If the parcel is opened.
If the product is damaged or tempered. If the product has expired.

In case, the parcel is opened, please do not accept it and report the concern at www.swarnaviaquafishworld.com.

If you or your family member/neighbor/friend Received the Parcel, Make Unboxing Video (Very Important). After that If you found that the product was tempered or damaged after opening the package. You have to do the following:

Report the concern to customer support at www.swarnaviaquafishworld.com within 24 hours of receiving the product.

Share the unboxing video & images of the tempered/damaged product, and send it to www.swarnaviaquafishworld.com. Make sure the taken Video & Images must be very clear.

We will immediately get back to you and your problem will be resolved appropriately within 1-7 working days. (or within the minimum possible time period) (or at the earliest)

In case the product has expired:

Report the concern to customer support at www.swarnaviaquafishworld.com within 24 hours of receiving the product. The product must be unused and unopened.

We will immediately get back to you and your problem will be resolved appropriately within 4-12 working days. (or within the minimum possible time period) (or at the earliest)

How can I find out if www.swarnaviaquafishworld.com delivers to my location or not? – Currently, we are delivering to PAN India. We always try to maximize our reach to the remotest of areas so that we can serve our customers in a more efficient manner. However, if you are unsure of whether a particular product can be delivered to your location or not, you can confirm it via WhatsApp Support which is available Monday – Saturday from 11:00 AM to 06:00 PM.

What if I was not available at the time when the delivery boy attempted delivery at my doorstep. Can I get my product now? – Usually, courier companies associated with us make more than one delivery attempt. If the customer is not available on the first delivery attempt, he or she may receive it a second time. If still, you are not able to receive the delivery, your order will be on hold. You can get in touch with us by WhatsApp or E-mail for a remedy in any such case & we will raise your concern to our courier partner so that they can deliver to you as soon as possible.

What If My Order was not Delivered to me – If you didn`t receive your order that means something wrong with your given address or contact number. If our Courier Partner is unable to find your address or can`t contact you, they initiate the RTO ( Return To Origin ). This RTO is Chargeable & these charges will be taken/deduct from the buyer. We are not responsible for that Anyhow.

Do you ship internationally? – Unfortunately, we do not ship products internationally at this point in time. www.swarnaviaquafishworld.com

Cancellation Policy

An easy cancellation process is available for all our esteemed customers. You can cancel your order ONLY before the product has been shipped. Your entire order amount will be refunded. Read Refund Policy For more details.

You can cancel an order by contacting us on WhatsApp support. Please note that the complete order needs to be cancelled.
We do not accept Partial order cancellation requests.

If your order has been shipped & you want to cancel it due to ANY circumstances/scenario then you have to bear the shipping cost + Transaction charges of 4% + Convenience fees of 15% of the order value.
Here is an example:-
You place an order of 1,000

– One way Courier charges we paid – 95*

– RTO (return to origin) charges – 100* – Transaction charges of 4% – 40*
– Convenience fees of 15% –
150* 1000-95-100-40-150=650

650* – Final Refundable amount

How can place a cancellation request?

Cancellation requests can be raised only before the time we dispatch your order. Once your product has been dispatched, you can’t make a request for cancellation. If you wish to cancel your order, you can simply contact us on WhatsApp with your order id OR email address, and ask us for cancellation. ONLY Valid cancellation reasons are acceptable.

Once we receive a cancellation request, we will refund you as per our Refund Policy. Kindly read it carefully.

How can I Cancel My order After Shipped?

You can not cancel your order after shipping. But If you have any valid reason to cancel the order we can help you. But for this kind of cancellation you ( Buyer) have to bear the return charges (RTO). Once the order is returned to us the courier company Billed us the return charges & that charges will deduct from your order value before initiating the refund.

My order was cancelled by www.swarnaviaquafishworld.com Why?
We deeply regret the inconvenience caused due the cancellation of the order. The following reasons may be after the

cancellation of your product:

The product was not available with us or nearest expiry (if any product has). There was an inaccuracy in pricing.
Incomplete Phone Number or an address provided by you.
Payment is not received.

You Tried Lots of times to place the same order.

We will inform you about the cancellation of the order via e-mail or SMS if your order has been cancelled. Our team will contact you for additional information if the order is cancelled due to inaccurate or less information from your side.

After cancelling an order, I have made up my mind to retain the product. What to do now?
You can contact us on WhatsApp support to cancel your request for cancellation. If the replacement has been

dispatched, you can reject the replaced item when the delivery boy attempts to deliver the item to your doorstep.

Return Policy

Returns and Replacements are done free of cost if ONLY wrong products or damaged products are received by the

customer.

Return Intimation: You can contact us via WhatsApp within 2 days from date of delivery. The details of the return (Order number or E-mail address, courier docket No or AWB No, and a valid Reason for Return) should be clearly mentioned.

Request for product return shall be accepted only if the product is damaged or when a wrong product has been shipped. In such a case, the buyer can either wait for re-shipment or re-placement of the product or request for payment refund which would be initiated within 7 working days.

How can place a replacement request ?

You can apply for replacement within 2 days of the delivery. For raising a replacement request due to any reason, you just need to contact us on WhatsApp support along with the details of your product. Once the replacement request is made, we will initiate the process and ensure that replacement is made at the earliest. Please ensure that the product is unused, no damaged, with the original packaging and has receipt or invoice with it.

*Please note that replacement will be made only after thoroughly investigating the reason for which you want to replace the product.

If I get a wrong product, can I get it replaced ?
We strive to ensure 100 % customer satisfaction by providing them exactly what they need. However, if you receive a

wrong product; you can certainly raise a request for replacement.
If I am not satisfied with the quality of the product. Can I get it replaced ?

This can’t be generalized. Since www.swarnaviaquafishworld.com is dealing mainly with pet food and other pet accessories, it is expected from you that you are placing your order after carrying out thorough research. Still, if you raise a request for return or replacement if you are not satisfied with the quality of product; our quality team will cross-check with the thorough quality inspection methods. If our team finds that your request is genuine and replacement can be made, it will be processed at the earliest.

I have requested a replacement, when will I receive it ?

Once you have raised a replacement request, our team will investigate to check whether the product is eligible for replacement or not. Once confirmed, replacement process will be initiated soon. We will notify you regarding the same via E-mail or SMS. The next expected delivery date will be mentioned in the E-mail/SMS. Keeping in mind the value of your precious time, we try to replace the product in the minimum time period possible.

Refund Policy

* Especially for COVID-19 situations. If your area is in Lockdown & in whatever condition we fail to ship your order, you will get a full refund or 4% less ( transaction charges ) from the total order value – via Original payment of mode.

Request for Refund shall be accepted only if the product is damaged / Defective / Received wrong product has been shipped. We will initiate your refund within 7 business days of receiving the refund request and authorization of the refund.

In Case of Refund, we will Deduct 4% transaction charges from your total Order Value & Rest Amount will refund to you.

If the problem is from Our ( www.swarnaviaquafishworld.com ) side the 4% transaction charges will not be deducted and you will get the Full Amount.

If you are refunded multiple times, we have the right to take/stop such payments. For Example, you received a refund via original payment of mode and also in your wallet. We will debit your wallet amount. If you used the wallet amount your order will not be shipped. If your order was shipped using a wallet amount, we will ask you to pay the difference. In any kind of worst case, we will adjust such an amount from you.

Your refund is estimated to be credited in the account, used for order payment, between 4-8 days after initiating the refund. Please note that the actual account credit timing depends on multiple external agencies such as banks, and payment gateways. 

Privacy Policy

This privacy policy sets out how we uses and protects any information that you give to www.swarnaviaquafishworld.com when you use this website.

www.swarnaviaquafishworld.com is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

www.swarnaviaquafishworld.com may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 10th March 2023.

What we collect ?

Name of the user
Contact information including email, address and Contact number Demographic information such as postcode, preferences and interests Other information relevant to Customer orders/surveys/offers

What we do with the information we gather ?

Internal record keeping.
We may use the information to improve our products and services.

We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.

From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customize the website according to your interests.

About your security

We are committed to ensuring that your information is secure. In order to prevent unauthorized access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies ?

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

How we control your personal information
You may choose to restrict the collection or use of your personal information in the following ways:

whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes

If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time & you can contact us for the same.

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998 by Contacting us.

If you believe that any information we are holding on you is incorrect or incomplete, please contact us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

 

Terms of Use

The Website Owner, including subsidiaries and affiliates (“www.swarnaviaquafishworld.comor “we” or “us” or “our”) provides the information contained on the website or any of the pages comprising the website (“website”) to visitors (“visitors”) (cumulatively referred to as “you” or “your” hereinafter) subject to the terms and conditions set out in these website terms and conditions, the privacy policy and any other relevant terms and conditions, policies and notices which may be applicable to a specific section or module of the website.

Terms & Conditions – Welcome to www.swarnaviaquafishworld.com. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern www.swarnaviaquafishworld.com’s relationship with you in relation to this website.

The term Aquariums India’ ‘www.swarnaviaquafishworld.com’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is A/201 Mangal Kalash Building Gavanapada M P Road Mulund East Mumbai – 400081 India. The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

The content of the pages of this website is for your general information and use only. It is subject to change without notice.

Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

All trademarks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website.

Unauthorized use of this website may give rise to a claim for damages and/or be a criminal offence.

From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

Customers are advised to go through the product information clearly before ordering the product. Sometimes due to technical issues, Product images and description may be inaccurate. We advise our customers to go through product details in manufacturer’s page and other related pages for accurate information.

You may not create a link to this website from another website or document without our prior consent.

Your use of this website and any dispute arising out of such use of the website is subject to the laws of India or other regulatory authority.

All disputes subject to Mumbai Jurisdiction only. 

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