Delivery & Transit Disclaimer – Deep Blue North East Ltd
1. Packaging and Dispatch
Deep Blue North East Ltd takes every reasonable precaution to ensure that all corals and marine livestock are packaged securely and dispatched in good condition. All livestock is checked and photographed prior to dispatch.
2. Responsibility After Dispatch
Once an order has been collected by Royal Mail (or any third-party courier), risk for the parcel passes to the courier. Deep Blue North East Ltd cannot accept liability for delays in transit, failed delivery attempts, damage caused during handling, or parcels marked as “delivered” but not received.
In such cases, customers are required to seek compensation directly from Royal Mail (or the courier used).
3. Dead on Arrival (DOA) Policy
Customers must notify Deep Blue North East Ltd by email within 1 hour of the parcel being signed for if any coral or livestock arrives deceased.
Notification must include clear photographs of the unopened packaging and of the coral/livestock in question.
Claims submitted after this timeframe, or without supporting evidence, will not be considered.
4. Replacements and Refunds
At the sole discretion of Deep Blue North East Ltd, a replacement coral may be offered where a suitable alternative is available.
Shipping charges are non-refundable and will not be covered in the event of a replacement.
Where no suitable replacement is available, a credit note may be issued at the discretion of Deep Blue North East Ltd.
Refunds are not guaranteed and are only issued if Deep Blue North East Ltd deems it appropriate after review of the evidence provided.
5. Customer Responsibility
It is the customer’s responsibility to ensure someone is available to receive and sign for the delivery at the agreed time. Failure to do so will void any DOA or damage claim. Customers are also advised to raise complaints directly with Royal Mail regarding any delivery service failures.
DOA (Dead on Arrival) Claim Process – Deep Blue North East Ltd
To qualify for a DOA claim, customers must follow these steps:
1. Check Immediately
Open your parcel as soon as it arrives.
Inspect all corals and livestock straight away.
2. Notify Us Within 1 Hour
If any coral/livestock is deceased, you must notify us by email within 1 hour of signing for the parcel.
Emails must be sent to: Admin@deepbluenortheast.co.uk
3. Provide Photographic Evidence
Include clear photographs of:
The unopened packaging as received.
The coral/livestock in question.
Claims without photos cannot be considered.
4. Our Review
We will review your claim based on the evidence provided.
If valid, we may offer a replacement coral (if available) or a credit note at our discretion.
Shipping charges are non-refundable.
5. Exclusions
Claims made after the 1-hour window will not be accepted.
If no one is available to receive the parcel at the delivery time, DOA cover is void.
Delivery failures, delays, or damage caused by Royal Mail are the responsibility of the courier — customers must seek compensation directly from Royal Mail.