Live Animal Guarantee

We offer a guarantee on the sale of live animals for a period of 48 hours (or longer only if explicitly stated to you), subject to a request for photos or a water test for verification or diagnostic purposes. Obviously, if the guarantee period has expired, it is at Ton.Fish's sole discretion to determine whether a grace period will be granted, and if not, unfortunately, the live animal is no longer covered under any circumstances.

All live animals (fish and others) and plants we offer are considered healthy at the time they leave our store. We do not sell any animal showing signs of illness, whose health appears concerning to us, or that may present a risk.

However, it is important to understand that several factors can affect a living organism after purchase. Transportation, changes in environment, water parameters, lighting, feeding, or maintenance conditions can cause stress and may affect its health.

Aquatic plants may also react to changes in environment and transportation. An adjustment period after their arrival in a new aquarium is therefore completely normal.

Death of a Live Animal

If an animal covered by our guarantee dies during the applicable guarantee period, we may replace it with the same animal, subject to availability. If replacement is not possible, a store credit equivalent to the amount paid will be issued. Credits are always issued through the Ton.Fish mobile application, available free of charge at https://app.ton.fish.

For a guarantee claim to be assessed, the customer must provide proof of purchase as well as the required information and materials necessary to verify the circumstances surrounding the death, including the animal's body and, when requested, a water sample from the aquarium in which it was kept. If testing shows that the water parameters or maintenance conditions were unsuitable for the species concerned, the guarantee may be denied.

Certain particularly delicate species, as well as certain aquatic invertebrates, including shrimp and snails, may be excluded from the guarantee. The guarantee also does not cover deaths resulting from, among other things, incompatibility between species, aggression, unsuitable maintenance conditions, or failure to meet the animal's specific needs.

If you notice a problem with a fish or plant purchased from us, we encourage you to contact our team as soon as the first signs of a problem appear. Acting quickly often allows us to better identify the situation, provide appropriate advice and, whenever possible, help prevent the loss of the animal or plant.

Customer Responsibility

Before making a purchase, it is the customer's responsibility to ensure that their setup meets the needs of the selected species, particularly with regard to aquarium volume, water parameters, temperature, feeding and compatibility. Our team will do everything possible to properly inform and advise you, but the responsibility for providing and maintaining a suitable environment remains with the purchaser, including ensuring that the environment is properly cycled (properly cycling an aquarium).

Right to Refuse a Sale

We also reserve the right, at any time when deemed appropriate, to refuse the sale of an animal if we believe that the conditions in which it will be kept could compromise its health, well-being or survival.