General Terms and Conditions of Sale and Use

Acquarioshop S.r.l.

Last updated: July 2026

Art. 1 – Subject Matter and Scope of Application

These General Terms and Conditions govern the offer, sale and delivery of products marketed by Acquarioshop S.r.l. through the website and any other sales channel managed by the company.

By placing an order, the Customer declares that they have read, understood and fully accepted these General Terms and Conditions.

These conditions apply to all contracts concluded between Acquarioshop S.r.l. and the Customer, unless otherwise agreed in writing.

Acquarioshop S.r.l. operates throughout the European territory.

For shipments to non-EU countries, methods, costs, times and conditions shall be agreed in advance on a case-by-case basis.

Art. 2 – Conclusion of the Contract

The order submitted by the Customer constitutes a contractual proposal.

The sales contract shall be considered concluded only when Acquarioshop S.r.l. accepts the order, including by fully or partially processing it.

The mere automatic receipt of the order does not constitute acceptance.

Acquarioshop S.r.l. reserves the right to refuse any order, without obligation to provide reasons, in the cases permitted by law.

Art. 3 – Website Registration

Registration on the website is not mandatory.

The Customer may purchase products either by registering a personal account or as a guest.

Any registration is intended solely to allow faster management of orders and purchase history.

The Customer is responsible for maintaining the confidentiality of their login credentials.

Art. 4 – Customer Data

The Customer guarantees that all data provided during registration or when placing an order is complete, correct, up to date and truthful.

Acquarioshop S.r.l. reserves the right to:

• suspend or cancel orders containing incomplete or unverifiable data;
• request additional documentation where necessary;
• refuse orders in the presence of clearly incorrect or fraudulent information.

Art. 5 – Product Information

The photographs, descriptions, technical sheets and images on the website are provided for illustrative purposes only.

For live products, including fish, corals, invertebrates, plants, live insects and other living organisms, any differences relating to the following shall be considered normal:

• colour;
• shape;
• size;
• sex;
• age;
• development;
• morphological characteristics.

Such differences are due to the natural biological variability of living organisms and do not constitute a lack of conformity.

The technical information shown on the website may be updated or modified without notice where communicated by manufacturers.

Art. 6 – Prices

All prices are expressed in Euros.

Unless otherwise indicated, prices include VAT.

Acquarioshop S.r.l. reserves the right to modify prices, offers and promotions at any time.

Only the price published at the time the order is concluded shall be valid.

If, due to a material or IT error, a clearly incorrect price is published, Acquarioshop S.r.l. may cancel the order by promptly informing the Customer, who shall be entitled to a full refund of any amount already paid.

Art. 7 – Orders

After submitting the order, the Customer will receive a confirmation email containing the order identification number.

The Customer is required to immediately verify the accuracy of the data entered and to report any errors without delay.

Acquarioshop S.r.l. shall not be liable for delays or issues resulting from incorrect data provided by the Customer.

Art. 8 – Product Availability

The availability shown on the website is purely indicative and does not constitute a contractual commitment.

If one or more products become unavailable after the order has been placed, Acquarioshop S.r.l. will contact the Customer by telephone, email or WhatsApp to agree on one of the following solutions:

• replacement with an equivalent product;
• waiting for restocking;
• issuance of a purchase voucher;
• refund of the amount relating to unavailable products.

If it is not possible to contact the Customer within a reasonable period, Acquarioshop S.r.l. may refund the unavailable part or cancel the order.

Art. 9 – Payment Methods

The Customer may make payment using:

• PayPal;
• credit and debit cards belonging to the main international circuits;
• credit cards outside the PayPal circuit;
• PayPal Later, where available;
• Alma;
• HeyLight;
• advance bank transfer;
• cash on delivery, only via SDA and TNT courier.

Instalment payment services are governed exclusively by the contractual conditions of their respective providers.

For payment by bank transfer:

• the order will be prepared only after actual receipt of payment;
• Acquarioshop S.r.l. may automatically cancel the order if payment is not made within seven working days.

Cash on delivery may be subject to operational limitations or additional costs indicated during the purchase process.

Cash on delivery is not available for live products, perishable products, live food and frozen food.

Art. 10 – Acceptance and Refusal of Orders

Acquarioshop S.r.l. reserves the right to refuse an order in the following cases:

• incomplete or unverifiable personal data;
• unavailability of goods;
• logistical issues;
• shipments to destinations not served;
• impossibility of delivery;
• previous contractual breaches by the Customer;
• suspected fraud or unlawful use of payment systems;
• any other circumstance that makes performance of the contract impossible or excessively burdensome.

Art. 11 – Shipping Costs

Shipping costs are always borne by the Customer unless otherwise expressly indicated in promotions on the website.

The amount is calculated automatically during the purchase process on the basis of:

• weight;
• volume;
• destination;
• payment method;
• type of shipment.

Before final confirmation of the order, the Customer may always view the total shipping cost.

Art. 12 – Preparation, Shipping and Delivery

Unless otherwise indicated, orders are prepared within one or two working days from confirmation of product availability.

Acquarioshop S.r.l. reserves up to two working days for preparation, packaging and administrative management activities.

Shipments are carried out according to the following schedule:

• Live fish: Monday and Tuesday;
• Aquatic plants and live food: Monday, Tuesday and Wednesday;
• Other products: Monday to Friday.

Delivery times depend exclusively on the appointed courier and are therefore indicative.

Acquarioshop S.r.l. shall not be liable for delays attributable to carriers, force majeure, weather events, strikes, traffic restrictions, logistical issues or other circumstances not directly controllable.

Upon delivery, the Customer is required to check:

• the integrity of the packaging;
• the number of packages received;
• the absence of obvious damage or tampering.

Any anomalies must be immediately reported to the courier by written reservation on the delivery document.

In the event of failed delivery due to absence of the recipient, incorrect address, failure to collect the shipment or other causes attributable to the Customer, any storage, redelivery or return costs shall be borne by the Customer.

Art. 13 – Obligation to Record a Video When Opening the Package

For any claim relating to the shipment, the Customer is required to record a full video of the package opening.

The recording is an essential condition to allow Acquarioshop S.r.l. to verify any anomalies that occurred during transport.

The video must meet the following requirements:

• be continuous and without interruptions;
• start before the package is opened;
• clearly show the packaging still sealed;
• fully document the opening of the package;
• clearly show all the contents received.

The following shall not be considered valid:

• photographs;
• edited videos;
• interrupted recordings;
• recordings started after the package has been opened;
• incomplete documentation.

The video must be kept by the Customer and sent to Acquarioshop S.r.l. only in the event of a claim.

In the absence of a video recording compliant with these conditions, Acquarioshop S.r.l. may decide not to consider claims relating to:

• transport damage;
• missing products;
• products different from those ordered;
• damage to the packaging;
• anomalies detectable at the time of opening.

Art. 14 – “Protected Package” Service

Acquarioshop S.r.l. offers the possibility to purchase the optional service called “Protected Package”, intended to cover only damage resulting from product transport within the limits of the applicable conditions.

The service is valid only if:

• it was purchased together with the order;
• Art. 13 regarding video recording is fully complied with;
• the damage is attributable to transport.

The service does not cover:

• damage resulting from improper use of products;
• damage occurring after delivery;
• defects not attributable to transport;
• events excluded by these General Terms and Conditions.

Art. 15 – Invoicing

The invoice request must be made exclusively during the purchase process, providing all required tax details.

Once the order has been concluded, it will not be possible to request the issuance of an invoice if the request was not made within the terms required by tax regulations.

The Customer is responsible for the correctness of the tax data provided.

Art. 16 – Retention of Title

Ownership of the goods remains with Acquarioshop S.r.l. until the full price has been paid.

The risk relating to the products transfers to the Customer at the time of delivery to the appointed carrier, without prejudice to any mandatory provisions applicable to consumers.

Art. 17 – Right of Withdrawal

The right of withdrawal is granted only in the cases provided for by the Consumer Code.

The consumer Customer may exercise the right of withdrawal within fourteen (14) days of receiving the products, by means of an explicit declaration.

The right of withdrawal does not apply in the cases provided for by Article 59 of Legislative Decree no. 206/2005.

The following are therefore excluded, by way of example:

• ornamental fish;
• corals;
• invertebrates;
• live insects;
• aquatic plants;
• live food;
• frozen food;
• any other perishable product.

For all products excluded by law, it will not be possible to exercise the right of withdrawal.

Art. 18 – Returns

For products for which the right of withdrawal may be exercised, the Customer must:

• return the product intact;
• return it complete with any accessories;
• use packaging suitable to avoid damage during transport.

Unless otherwise provided by law, return shipping costs are borne by the Customer.

Before returning the product, the Customer must contact Customer Service to receive operational instructions.

Returns shipped without prior communication may be refused.

Art. 19 – Refund and Replacement

Once the return has been received and the necessary checks have been carried out, Acquarioshop S.r.l. will proceed with:

• refund of the amount due within the terms provided for by law;
• or, where agreed with the Customer, replacement of the product.

The refund will be made using the same payment method used for the purchase, unless otherwise agreed between the parties.

For live products, only the following articles apply.

Live Products Section

Art. 20 – Nature of Live Products

Acquarioshop S.r.l. markets living organisms and biologically perishable products.

The Customer acknowledges that such products are subject to natural variability and that their survival may depend on multiple factors beyond the seller’s control.

All animals are selected, checked and shipped only if deemed suitable for transport according to the protocols adopted by Acquarioshop S.r.l.

Art. 21 – Claims Relating to Live Products

For any claim relating to live products, the video recording required under Art. 13 is mandatory.

Claims without the required video documentation will not be considered.

Once the fish have been handed over to the courier, Acquarioshop shall no longer be responsible for delays, temperature changes, stress or deaths.

Acquarioshop S.r.l. shall not be held liable for events occurring after delivery.

Art. 22 – Limitation of Liability for Live Products

After delivery, Acquarioshop S.r.l. cannot control or verify the environmental conditions in which the living organisms are kept.

Consequently, Acquarioshop S.r.l. shall not be liable for events resulting, by way of example, from:

• incorrect acclimatisation;
• unsuitable water parameters;
• incompatibility with other animals;
• use of medicines;
• aquarium management errors;
• temperature changes;
• incorrect feeding;
• diseases developing after delivery;
• unforeseeable events not attributable to the seller.

Any video recordings sent by the Customer are for documentary purposes only and will be used to assess the claim.

Where applicable law provides for specific mandatory rights in favour of the consumer, such rights shall remain unaffected.

Art. 23 – Transport

Shipments are carried out by selected express couriers.

Acquarioshop S.r.l. shall not be liable for delays, storage, loss, strikes, weather events, natural disasters, traffic restrictions, force majeure or other events not directly attributable to the company.

If the Customer provides an incorrect or incomplete address or is unavailable at the time of delivery, any additional costs shall be borne by the Customer.

Art. 24 – Customer Service

Email: info@acquarioshop.it

Tel: +39 0423 715990

WhatsApp: +393446117913

Art. 25 – Applicable Law and Jurisdiction

Italian law.

The consumer’s court of jurisdiction shall apply within the limits of the law.