At AltumX, we carefully inspect and securely pack every order before dispatch. Due to the nature of live aquatic plants, fish, and other living products, certain conditions apply to refunds and replacements.

1. Order Cancellation

Orders can be cancelled before dispatch. Once an order has been shipped, cancellation may not be possible.

2. Damaged or Incorrect Products

If you receive a damaged, defective, dead-on-arrival, or incorrect product, please contact us within 24 hours of delivery.

For live plants and livestock claims, an unboxing video is mandatory. Please provide:

• Order number

• Clear unboxing video

• Photos/videos of the product

• Description of the issue

3. Replacement

Eligible damaged, defective, or incorrect products may be replaced, subject to availability. If a replacement is not possible, AltumX may offer a refund or store credit.

4. Non-Refundable Cases

Refunds or replacements will not be provided for:

• Damage caused by improper care or acclimation after delivery

• Plants or livestock affected due to unsuitable aquarium conditions

• Claims made after the specified claim period

• Clearance, sale, or specifically marked non-refundable products

• Delays caused by courier services, weather, natural disasters, or other circumstances beyond our control, unless the product arrives unusable and qualifies under our claim policy

5. Refund Processing

Once a claim has been reviewed and approved, the refund will be processed to the original payment method or provided as store credit, as applicable. Processing time may vary depending on the payment provider or bank.

6. Important

AltumX reserves the right to review and approve or reject claims based on the evidence provided. Customers are advised to record a continuous unboxing video from the opening of the package until the product has been fully inspected.

For assistance, please contact AltumX Customer Support at +91 9483783985.

This policy may be updated from time to time without prior notice.