CANCELLATION & REFUND POLICY
CANCELLATION & REFUND POLICY:
1. Introduction
Welcome to VO STORE 26!
We aim to provide quality aquarium live fish, aquarium accessories and related products at affordable prices to aquarium hobbyists across India.
Please read this Cancellation & Refund Policy carefully before placing an order on our website.
This policy explains the conditions for order cancellation, returns, refunds and replacements.
2. Order Cancellation by Customers
If you wish to cancel your order, please contact us through WhatsApp as soon as possible.
Please provide your Order Number when requesting cancellation.
Our cancellation conditions are as follows:
Before Packing:
Cancellation requests may be accepted if the order has not entered the packing process.
After Packing:
Cancellation may not be possible once the product has been packed and prepared for dispatch.
After Dispatch:
Orders that have already been handed over to courier, bus, cargo or other transportation partners generally cannot be cancelled through the normal order process.
We will review cancellation requests based on the actual order status and applicable consumer laws.
3. Non-Returnable Products
Most of our products are listed at special offer prices.
Certain products are specifically marked as Non-Returnable on their product pages.
Customers are requested to:
Read the complete product description.
Check product specifications and compatibility.
Verify the quantity and size.
Review product photographs.
Contact us through WhatsApp if clarification is required.
Please make an informed purchasing decision before placing your order.
However, a non-returnable designation does not remove any legal rights or remedies available to customers for defective, damaged, incorrect or misrepresented products.
4. Damaged Products
If you receive a product that is damaged during transportation, please contact us as soon as possible.
To help us review your complaint, kindly provide:
Your Order Number.
Clear photographs of the outer parcel.
Photographs of the damaged product.
An unedited parcel-opening video, where available.
A brief explanation of the damage.
We will examine the complaint and provide an appropriate resolution depending on the circumstances and applicable law.
5. Wrong or Incorrect Products
If you receive a product different from the one you ordered, please inform us immediately.
Please provide:
Your Order Number.
Product SKU Code.
Photographs of the received product.
An unedited parcel-opening video, where available.
After verification, we will arrange an appropriate remedy, which may include replacement or refund, as applicable.
6. Defective Products
If a product is found to be defective or does not match its advertised description, please contact us with your Order Number and supporting evidence.
We will review the issue and provide an appropriate resolution in accordance with applicable consumer protection laws.
7. Live Aquarium Fish – Special Policy
Live aquarium fish require special care and time-sensitive transportation arrangements.
We take additional care when packing live fish orders.
Customers purchasing live fish should:
Ensure their aquarium is ready before ordering.
Provide an accurate mobile number and delivery address.
Collect the parcel immediately after arrival notification.
Avoid leaving live fish parcels unattended.
Follow proper acclimatisation procedures.
If live fish arrive dead or have a serious transportation-related problem:
Please contact us immediately after receiving and opening the parcel.
Kindly provide:
Your Order Number.
Clear photographs of the affected fish.
An unedited parcel-opening video, where available.
A brief description of the issue.
We will review each genuine complaint individually.
Any eligible refund or replacement will be considered based on the evidence, transportation circumstances and applicable consumer protection laws.
Minor variations in fish size, colour, pattern and appearance are natural characteristics of live aquarium fish and are not automatically considered defects.
8. Refund Eligibility
Refunds may be considered in circumstances such as:
Order cancellation accepted before dispatch.
Product unavailable after order confirmation and payment.
Order cancelled by VO STORE 26.
Wrong product delivered.
Product received damaged or defective.
Other valid circumstances requiring a refund under applicable law.
All refund requests will be reviewed individually.
9. Refund Processing Time
Once a refund is approved:
Refunds will generally be initiated through the original payment method wherever possible.
Processing time depends on the payment gateway, bank or payment provider.
Customers may need to allow additional time for the amount to appear in their account.
If a refund is delayed, customers may contact us with their Order Number and payment reference.
We will communicate available refund information to the customer.
10. Replacement Policy
Where appropriate, VO STORE 26 may offer a replacement instead of a refund.
Replacement availability depends on:
Product availability.
Nature of the complaint.
Product condition.
Transportation feasibility.
Applicable consumer rights.
For live fish, replacement arrangements will depend on availability and whether suitable transportation can be arranged.
Any approved replacement will be communicated to the customer.
11. Return Shipping Charges
If a return or replacement is approved because of an incorrect, defective or damaged product, we will communicate the return or collection arrangements.
Customers will not be required to bear costs contrary to applicable consumer protection laws.
For other approved returns, any applicable shipping charges will be communicated before the return is arranged.
12. Refunds for Failed Delivery
If an order cannot be delivered due to transportation issues, product unavailability or other circumstances attributable to VO STORE 26, we will review the order and provide an appropriate resolution, including a refund where applicable.
If delivery fails because of an incorrect address, non-collection or customer unavailability, the case will be reviewed individually.
Any permitted additional transportation or return charges will be communicated transparently.
13. How to Request a Cancellation, Refund or Replacement
Please contact us through our official WhatsApp number.
WhatsApp: +91 9360316661
For faster assistance, provide:
Your Order Number.
Product SKU Code, if applicable.
Reason for your request.
Supporting photographs or videos, where relevant.
Our team will review your request and communicate the next steps.
14. Customer Support and Grievances
If you have any questions or concerns regarding cancellation, refunds or replacements, please contact us.
Business Name: VO STORE 26
Business Billing Name: VIVO OFFICIUM
Website: https://www.vostore26.com
WhatsApp: +91 9360316661
Email: vostore26@gmail.com
Business Address: Chennai, Tamil Nadu, India.
We aim to acknowledge customer complaints within 48 hours and resolve them within the applicable legal timeframe.
15. Changes to This Policy
VO STORE 26 may update this Cancellation & Refund Policy from time to time to reflect changes in business practices or applicable laws.
Any revised policy will be published on our website with an updated effective date.
Customers are encouraged to review this page before placing an order.
Thank You for Shopping with VO STORE 26!
We value your trust and support.
Our aim is to provide quality products, careful packing, reliable transportation and friendly customer service to aquarium hobbyists across India.
VO STORE 26 – Quality Products, Affordable Prices & Personal Customer Care.
Happy Fishkeeping! 🐠