Return and Refund Policy

We apply a 14-day return policy, which means you have 14 days after receiving your item to request a return.

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

To make a return, you can contact us at the following address: aquazolla.nature@gmail.com. Please note that returns must be sent to the following address: Aquazolla Nature - 32 rue de la Caronnière - 86300 Chauvigny

If your return is accepted, we will send you instructions on how and where to send your package. Items returned without prior return request will not be accepted. 

You can always contact us for any questions related to returns at aquazolla.nature@gmail.com.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can assess the problem and resolve it.
In these cases, as well as in case of damage, you must send us photos of unopened packets (or videos if immobility needs to be established) within 24 hours to the email address aquazolla.nature@gmail.com

Exceptions or non-returnable items
Some types of items cannot be returned, such as perishable products (such as animals, plants, plankton, or breeding Boxes including living organisms), or videos. Please feel free to contact us with any questions or concerns about a specific item. 

Unfortunately, we do not accept returns of 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 a new item.

14-day reflection period in the European Union
Notwithstanding the above, if the goods are shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition as when you received it, unused and unopened, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
Perishable items (animals, plants, living organisms, and Boxes including them) are not covered by this period and it cannot be applied.

Refunds
We will inform you as soon as we have received and inspected your return, and let you know if the refund has been approved or not. If the refund is approved, you will be automatically reimbursed on your original payment method within 10 business days. Please note that processing and displaying the refund by your bank or credit card company may take some time.
If more than 15 business days have passed since your return was approved, please contact us at aquazolla.nature@gmail.com.

(Excerpt from the Terms and Conditions of Sale)

7. Shipping and delivery

7.1 Delivery method
Aquazolla only delivers to Metropolitan France (including Corsica), Belgium, Monaco, Luxembourg, Denmark, Germany, Spain, Portugal, Italy, Ireland, Austria, and Switzerland, as most of our items consist of live invertebrates and plants, which are particularly perishable.
Delivery is generally carried out by La Poste services.
The delivery methods offered by the Seller may be modified, replaced, or suspended at the Seller's sole discretion. In such cases, the Seller commits to shipping with a transport method having delivery times identical to those originally chosen by the Buyer who placed the order.
7.2 Delivery date
All orders are intended to be shipped in a single shipment.
For safety reasons, to avoid exposing live products in case of postal delay, shipments are made exclusively from Monday to Wednesday noon. Shipments may be suspended in case of severe frost, heatwave, a public holiday during the week, or any other event that would expose your items to risk.
The tracking and delivery dates indicated on the La Poste website are authoritative.
7.3 Delivery delay
In case of delay in the delivery of ordered products, the Seller will inform you if notified by the carrier.
You can also report the delivery delay yourself by contacting us by email at aquazolla.nature@gmail.com.
The Seller commits to taking the necessary steps to determine the cause of the delay and find an appropriate solution to ensure the effective delivery of the ordered products as soon as possible.
Any delivery delay of more than seven days may result in the cancellation of the sale at the consumer's initiative, upon simple written request sent by registered letter with acknowledgment of receipt.
The consumer will then be refunded the amounts paid at the time of the order.
This clause does not apply if the delivery delay is due to the customer or a force majeure event beyond the Seller's control.
In such a case, the customer agrees not to take legal action against the site and its publisher and waives the right to claim the cancellation of the sale provided for in this article.

7.4 Address error
It is important that the customer is very careful when entering their postal address and email address. Indeed, the Seller cannot be held responsible for non-receipt of emails in case of an incorrect email address. Likewise, the Seller cannot be held responsible for non-delivery of the order in case of an incorrect, incomplete, or unrecognized address by the carrier due to improper formatting. No compensation will then be possible. If a partial or total reshipment is considered (at the sole discretion of the Seller), the customer will in any case be required at leastat minimum to pay the shipping costs again as specified on the site depending on the destination.

8. Receipt of products by the customer

8.1 Delivery error and apparent defect
The customer agrees to verify the conformity of all products against their order upon delivery.
Any delivery error compared to the order or apparent defect must be reported within 24 hours of delivery.
After this period, the customer can no longer claim a delivery error or an apparent defect.
This concerns losses of live plants or invertebrates, breakage of product(s), or missing product(s) in your order:
- write precise and justified reservations on the delivery slip (the mention "under reservation" will not be accepted).
- specify the name and reference of the broken, missing, or damaged product(s) for plants or invertebrates.
- send us a complaint email at: aquazolla.nature@gmail.com
- attach to this email clear photos or videos of the spoiled plants or invertebrates still in their sealed double plastic packaging or of the broken product(s) in question or a photo of all unopened products received, in case of missing product(s).
We will thus be able to prepare a claim file.
Without compliant and conclusive photos and without precise and concrete reservations on the delivery slip, no reimbursement will be possible.
Reimbursement will be made in the form of a credit note.
The warranty conditions for live and perishable products are indicated in section 10.2 of these General Terms and Conditions of Sale.

In the event that shipped products are missing upon arrival, the weight indicated at departure for postage will be considered authoritative, and a theft complaint will systematically be filed with the competent prosecutor's office by the Seller. The customer's testimony in a legally admissible format (Cerfa form provided by the Seller) will then be absolutely necessary to support these procedures. The possibility for the customer to become a civil party in these criminal proceedings will also be offered.
No claim will be accepted unless this procedure has been fully completed, particularly by providing proper testimony.

8.2 Damage and partial loss
In the event of delivery of a package that is clearly and visibly damaged, the client must refuse it in order to benefit from the guarantee offered by the carrier. The client must also inform the seller without delay so that a new package can be prepared and shipped upon receipt of the returned damaged package.
In such cases, the delivery times indicated above in these general conditions will no longer apply.
Similarly, the client must refuse any incomplete package or containing damaged items.
Indeed, in accordance with Article L 133-3 of the Commercial Code, receipt of transported items extinguishes any action against the carrier for damage or partial loss if within three days, excluding public holidays, following the day of receipt, the recipient has not notified the carrier by registered letter of their motivated protest. Failure to comply with this formality will prevent the client from being compensated.

9. Consumer rights

9.1 Customer service
The Site's customer service is accessible:
- by email, 7 days a week, 24 hours a day at: aquazolla.nature@gmail.com
- by postal mail to the following address: AQUAZOLLA - Customer Service - 5 Le Pré Caillé - 86800 TERCÉ - FRANCE

9.2 Right of withdrawal
In accordance with the legislation in force within the EU, EU consumers have a period of 14 days from the date of receipt of the package to request a refund.
To exercise this right, they must return (at their own expense) the package to the following address: AQUAZOLLA - Return Service – 5 Le Pré Caillé - 86800 TERCÉ, accompanied by a letter requesting either a refund or the issuance of a credit note.
Any return must be made complete (original packaging, instructions, accessories, copy of the invoice) and the returned products must be in perfect resale condition, therefore they must not be soiled, opened, or damaged (due to use).
In accordance with the provisions of Article L121-20-2 of the Consumer Code, consumers shall under no circumstances be entitled to exercise any right of withdrawal for orders of:
- all clearly personalized products or made according to their specifications or clearly personalized;
- all products that, due to their nature, cannot be returned or are likely to deteriorate or expire quickly;
- audio or video recordings or computer software once unsealed by the consumer;
- newspapers, periodicals, or magazines;

DUE TO THEIR NATURE, ANIMALS, INVERTEBRATES OR PLANTS, AS WELL AS KITS INCLUDING THEM, CANNOT BE SUBJECT TO ANY RIGHT OF WITHDRAWAL.

Regarding digital content (videos):

In accordance with article L.221-28 12° of the Consumer Code, the right of withdrawal does not apply to digital content not supplied on a physical medium whose execution has begun with the consumer's prior express consent and express waiver of their right of withdrawal.

By purchasing access to video content on aquazolla.com, the buyer expressly acknowledges having consented to the immediate activation of access by checking the box provided for this purpose when adding to the cart, and consequently waives their right of withdrawal as soon as access is opened. No refund can be granted once access is activated.

Following your withdrawal request, the Seller, in accordance with legal provisions, will refund you within 14 days following the notification of your withdrawal request.
In the absence of receipt of your product or proof of shipment of your product within this period, the Seller reserves the right to postpone your refund until the day of receipt of your product.
To exercise your right of withdrawal, you must notify us of your decision to withdraw from your order.
This notification must be made in writing, by any means.

10. Guarantees

10.1 Manufacturer's Warranty 
Some products sold on the site may benefit from a contractual warranty called "Manufacturer's Warranty" granted by the Supplier or Manufacturer of the product, to which the Seller is not a party.
To benefit from your Manufacturer's Warranty, you must keep your purchase invoice of the product and note the serial number of the device found on the product.
If these documents and information are not presented, the Supplier or Manufacturer of the product may refuse to implement their warranty.
To invoke your Manufacturer's Warranty, you must consult the terms of application of the Manufacturer's Warranty generally found in the box containing the product.
It is reminded that the benefit of the manufacturer's warranty does not prevent the application of the legal provisions relating to the legal guarantee of conformity as mentioned in articles L211-4 to L211-13 of the Consumer Code and the guarantee against hidden defects as mentioned in articles 1641 to 1648 of the Civil Code as well as article 2232 of the same code (hereinafter legal guarantees).
10.2 Guarantees for living and perishable products
Living and perishable products cannot be guaranteed due to their particular nature.
A commercial gesture may nevertheless be offered by the Seller to the Customer in case of a problem during delivery in Metropolitan France.

This commercial gesture is subject to the following conditions:

contact customer service within 24 hours of receiving the package, at the address: aquazolla.nature@gmail.com;
attach to this email clear photos and videos of the damaged plants and invertebrates still in their unopened plastic packaging.
We will thus be able to prepare a claim file.

10.3 Legal warranties

Article L211-4 of the Consumer Code
The Seller is required to deliver a good that conforms to the contract and is liable for defects of conformity existing at the time of delivery.
It also covers defects of conformity resulting from packaging, assembly instructions, or installation when this was required by the contract or carried out under its responsibility.
 
Article L211-5 of the Consumer Code
To be compliant with the contract, the good must:
1. Be suitable for the usual use expected of a similar good and, if applicable:
Match the description given by the Seller and possess the qualities that the Seller presented to the Buyer in the form of a sample or model;
Have the qualities that a Buyer can legitimately expect in view of public statements made by the Seller, the producer, or their representative, notably in advertising or labeling;
2. Or present the characteristics mutually agreed upon by the parties or be suitable for any special use sought by the Buyer, made known to the Seller and accepted by the latter.

Article L211-12 of the Consumer Code
The action resulting from non-conformity expires after 2 years from the delivery of the good.

Article L211-16 of the Consumer Code
When the Buyer requests the Seller, during the commercial warranty granted at the time of acquisition or repair of a movable good, to restore it under warranty, any immobilization period of at least seven days is added to the remaining warranty period. This period starts from the Buyer's request for intervention or from the availability of the item for repair, if this availability is after the intervention request.
Article 1641 of the Civil Code
The Seller is liable for the warranty due to hidden defects of the sold item that make it unfit for the intended use, or that so diminish that use that the Buyer would not have acquired it, or would have paid a lower price, if they had known about them.

Article 1648 paragraph 1 of the Civil Code
The action resulting from hidden defects must be brought by the buyer within 2 years from the discovery of the defect.
To benefit from the legal warranty of conformity or the warranty against hidden defects, contact our Customer Service:
By email: aquazolla.nature@gmail.com
By mail: AQUAZOLLA – Customer Service - 5 Le Pré Caillé - 86800 TERCÉ
The terms of coverage may vary depending on the agreements concluded between the Seller and the manufacturers.


11. Force majeure

The Seller cannot be held responsible for the non-performance of any of its obligations arising from the sales contract when such non-performance is due to the occurrence of a force majeure event.


12. Data Protection Act of January 6, 1978

12.1 General information – Purpose – Duration
Internet users have the free choice to provide personal information about themselves. Providing personal information is not essential for browsing the site.
However, registration on this site implies the collection, by the publisher, of a certain amount of personal information concerning internet users.
Internet users who do not wish to provide the information necessary to create a personal space will not be able to place orders on the Seller's site.
The data collected is necessary for the proper administration of the services offered on this site as well as for the publisher to fulfill its contractual obligations.
This data is kept by the publisher solely in this capacity, and the publisher commits not to use it in any other context, nor to transmit it to third parties, except with the express consent of users or in cases provided by law.

The contact details of all users registered on this site are saved for a maximum period of one year from the deletion of the personal space, a reasonable duration necessary for the proper administration of the site and normal use of the data. This data is kept under secure conditions, according to current technical means, in compliance with the provisions of the Data Protection Act of January 6, 1978.
 
12.2 Right of access, rectification, and objection
In accordance with the Data Protection Act of January 6, 1978, all users registered on this site have the right to object, inquire, access, and rectify the data they have provided.
To do so, they simply need to make a request to the publisher of this site by sending it to the following email address: aquazolla.nature@gmail.com, or by postal mail to the address of the Seller's headquarters mentioned at the top of these general terms and conditions.
The personal data collected is subject to computerized processing and is exclusively reserved for the site publisher. The personal data collected is not transferred abroad.