Refund policy

Nero Labs – Return & Refund Policy

Effective Date: 11/02/2026
Applies to: All purchases made through www.nerolabs.org and shop.nerolabs.org

1. Nature of Products Sold

Nero Labs deals in live ornamental aquatic organisms. These are biological entities and not manufactured goods. Their health, survival, and post-delivery stability depend significantly on:

Handling during transit
Timely receipt by the customer
Acclimatization procedures
Tank parameters at destination

Due to this biological sensitivity, standard return practices applicable to non-living retail products do not apply.

2. No Return Policy (Live Organisms)

Nero Labs does not accept returns of live organisms under any circumstances.

This includes but is not limited to:

Change of mind
Compatibility issues
Size preference
Color variation
Local water parameter mismatch
Delayed acclimatization
Improper tank conditions

Once dispatched and delivered, responsibility transfers to the customer.

3. Death on Arrival (DOA) – Limited Refund Policy

We understand that despite best practices, transit mortality may rarely occur.

Nero Labs offers compensation only under the following strict conditions:

Eligibility Criteria

Package must be accepted on first delivery attempt.
Customer must notify Nero Labs within 1 hour of delivery.
Clear unedited video evidence must be provided showing:
- Sealed outer box before opening
- Opening process
- Fish inside original unopened bag
- Close-up of deceased specimen

Still photographs alone are not sufficient.

Failure to provide complete documentation within the stated time window voids eligibility.

4. Compensation Method

Approved DOA claims will be compensated in the form of:

Store Credit Only

No cash refunds.
No bank transfers.
No UPI reversals.
No credit card refunds.

Store credits:

Will be issued to the customer’s Nero Labs account.
Must be used within 30 days.
Cannot be transferred to another person.
Cannot be encashed.

Shipping charges are non-refundable.

5. Partial Mortality

If multiple fish are ordered and only some arrive deceased:

Compensation will be limited strictly to the verified deceased specimens.
Surviving fish are considered successfully delivered and accepted.

6. Delayed Claims

Claims made after 1 hour of delivery will not be entertained.

Biological stress responses can occur rapidly after opening, and Nero Labs cannot assume responsibility for post-delivery handling delays.

7. Exclusions

Refunds will not be provided for:

Fish that die after acclimatization
Losses occurring 24–72 hours post delivery
Tank aggression or predation
Incompatible tankmates
Ammonia spikes or poor water quality
Courier delays due to weather, strikes, or force majeure events
Refused deliveries
Incorrect address provided by customer

8. Customer Responsibility

By placing an order with Nero Labs, the customer confirms:

They possess a cycled and stable aquarium.
They understand acclimatization procedures.
They have reviewed species compatibility.
They accept the biological risks associated with live animal transport.

9. Environmental & Seasonal Risk

Live transport inherently carries biological risk.

Customers placing orders during extreme weather conditions acknowledge the associated risks. Nero Labs reserves the right to delay dispatch if conditions are deemed unsafe for livestock.