Terms and Conditions

These Terms and Conditions apply to all orders placed with LG Pleco. By placing an order, you agree to be bound by the terms set out below.

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1. Ordering and Payment

1.1 Orders for LG Plecos and other livestock must be placed via our online shop.

1.2 Orders will only be processed and dispatched once full payment has been received and cleared.

1.3 After receipt of payment, we will contact the Customer to arrange a suitable delivery date. Livestock deliveries are dispatched on weekdays only. We do not offer weekend delivery for live fish.

1.4 The standard delivery charge is £14.99 for parcels up to a total weight of 5 kilograms. Parcels exceeding this weight may incur additional charges.

1.5 Deliveries to certain areas outside mainland UK may be subject to a surcharge. Customers are advised to contact us with their postcode prior to ordering for confirmation of delivery costs.

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2. Delivery

2.1 Livestock parcels are typically delivered between 7:00 AM and 8:00 PM. Customers must ensure that someone is available at the delivery address to receive the parcel.

2.2 If delivery is attempted and the Customer is unavailable, the parcel may be returned to us. In such cases, no refund will be issued.

2.3 Risk in the livestock passes to the Customer upon successful delivery to the address provided at checkout.

2.4 Customers must not dispose of any livestock in the event of an issue until instructed to do so by LG Pleco.

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3. Dead on Arrival (DOA) Policy

3.1 All fish are inspected prior to dispatch and leave our premises in good health and condition, packed appropriately for safe transit.

3.2 In the unlikely event that livestock arrives deceased, the Customer must notify us within one (1) hour of confirmed delivery.

3.3 Clear photographic evidence must be provided showing:

• The deceased fish;

• The fish still sealed inside the original, unopened transport bag;

• The shipping label visible.

3.4 Failure to provide notification and evidence within the one-hour timeframe may result in the claim being refused.

3.5 Where a DOA claim is validated, we will offer either:

• A refund for the value of the fish; or

• A credit note for the value of the fish.

3.6 Delivery charges and packing costs are non-refundable.

3.7 If the Customer requests a replacement fish, the Customer is responsible for paying the delivery charge and any associated packing costs for the replacement shipment.

3.8 LG Pleco guarantees live arrival only. We cannot guarantee the health or survival of livestock beyond the one-hour post-delivery period.

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4. Condition on Arrival

4.1 If a fish appears unwell or distressed upon arrival, the Customer must notify us within one (1) hour of delivery and provide clear photographs and video footage of the fish while still sealed in its original transport bag.

4.2 Prompt notification allows us to provide immediate advice and assess the situation appropriately.

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5. Live Fish Returns & Biosecurity Policy

5.1 Due to the perishable and biosecure nature of live aquatic livestock, all sales of live fish are final.

5.2 Once live fish have been delivered and/or introduced into the Customer’s aquarium, tank, or any body of water, they are strictly non-returnable and non-refundable.

5.3 We are unable to accept returns of live fish under any circumstances where they have been added to water in the Customer’s possession. This policy is necessary to prevent the risk of disease transmission and to protect the health of other livestock in our care.

5.4 The Customer is solely responsible for ensuring that:

• Their aquarium is fully cycled and suitable for the species purchased;

• Water parameters (including temperature, pH, filtration, etc.) are appropriate;

• The species ordered is compatible with existing livestock.

5.5 Nothing in these Terms excludes or limits the Customer’s statutory rights under UK law. However, live aquatic livestock is exempt from the 14-day right to cancel under the Consumer Contracts Regulations 2013, as it constitutes perishable goods.

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6. Livestock Variations and Sexing

6.1 Where fish are sold as a “Pair,” this indicates one male and one female. Fish will be sexed to the best of our knowledge and ability; however, we cannot guarantee the sex with 100% certainty.

6.2 Due to the natural variation in live animals, the fish supplied may differ slightly from photographs shown on our website, including differences in pattern, colouration, or size.

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7. Customer Responsibility & Research

7.1 Customers are strongly advised to research species requirements and compatibility before placing an order.

7.2 Advice on acclimatisation and introduction following overnight transit is available upon request. However, ultimate responsibility for correct introduction and ongoing care rests with the Customer.

8. Limitation of Liability

8.1 Nothing in these Terms and Conditions shall exclude or limit liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability which cannot be excluded or limited under applicable UK law.

8.2 Subject to clause 8.1, LG Pleco shall not be liable for any indirect, incidental, special or consequential loss or damage, including but not limited to:

• Loss of profits;

• Loss of business;

• Loss of revenue;

• Loss of anticipated savings;

• Loss of reputation;

• Loss of or damage to other livestock or aquarium contents.

8.3 LG Pleco shall not be liable for any loss, illness, injury or death of livestock occurring after the one (1) hour live arrival guarantee period has expired.

8.4 We shall not be liable for losses arising from:

• Improper acclimatisation;

• Inadequate water conditions;

• Aggression from existing livestock;

• Equipment failure;

• Power outages;

• Delay caused by courier services beyond our reasonable control.

8.5 Our total liability to the Customer in respect of any claim arising out of or in connection with an order shall be limited to the purchase price paid for the livestock giving rise to the claim.

8.6 The Customer acknowledges that live aquatic livestock are sensitive, living creatures whose health and survival depend on environmental factors outside our control once delivery has been completed.

9. Privacy & Data Protection

9.1 LG Pleco is committed to protecting and respecting your privacy. We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and other applicable data protection legislation.

9.2 Data We Collect

We may collect and process the following personal data:

• Full name;

• Billing and delivery address;

• Email address;

• Telephone number;

• Payment information (processed securely via third-party payment providers);

• Order history and transaction details;

• IP address and website usage data.

9.3 How We Use Your Data

We process personal data for the following lawful purposes:

• To process and fulfil orders;

• To arrange delivery;

• To respond to enquiries and provide customer support;

• To send order confirmations and service-related communications;

• To comply with legal and regulatory obligations;

• To prevent fraud and ensure website security.

Where required, we rely on one or more lawful bases under UK GDPR, including:

• Performance of a contract;

• Compliance with a legal obligation;

• Legitimate business interests;

• Consent (where applicable, e.g., marketing communications).

9.4 Marketing Communications

We will only send marketing emails where you have opted in to receive them. You may withdraw your consent at any time by:

• Clicking the “unsubscribe” link in marketing emails; or

• Contacting us directly.

9.5 Data Sharing

We do not sell or rent personal data to third parties.

We may share personal data with:

• Payment processors;

• Courier and delivery companies;

• IT and website service providers;

• Professional advisers (where legally required).

All third-party service providers are required to respect the security of your personal data and process it in accordance with the law.

9.6 Data Retention

We retain personal data only for as long as necessary to:

• Fulfil the purposes for which it was collected;

• Comply with legal, accounting, or tax obligations;

• Resolve disputes and enforce agreements.

9.7 Data Security

We implement appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure.

However, no method of transmission over the internet is completely secure, and we cannot guarantee absolute security.

9.8 Your Rights Under UK GDPR

Under data protection law, you have the right to:

• Request access to your personal data;

• Request correction of inaccurate data;

• Request erasure of your personal data (where applicable);

• Object to processing;

• Request restriction of processing;

• Request transfer of your data (data portability);

• Withdraw consent where processing is based on consent.

Requests may be made by contacting us using the details provided on our website.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data has been handled unlawfully.

9.9 Cookies

Our website may use cookies and similar technologies to improve user experience, analyse website traffic, and support essential site functionality. Further details are available in our Cookie Policy.

10. Force Majeure

10.1 LG Pleco shall not be liable for any failure or delay in performing its obligations where such failure or delay results from events, circumstances, or causes beyond our reasonable control.

10.2 Such events may include, but are not limited to:

• Severe weather conditions (including extreme heat, cold, storms, flooding, or snow);

• Courier or postal service disruption or delay;

• Road closures or transport network failures;

• Industrial action or strikes;

• Power outages;

• Government action, restrictions, or regulatory changes;

• Acts of God;

• Pandemic, epidemic, or public health emergencies;

• Fire, flood, or other natural disasters.

10.3 Where a Force Majeure event occurs, we reserve the right to:

• Delay dispatch until conditions are deemed safe for livestock transit;

• Reschedule delivery to a mutually agreed date;

• Cancel the order and issue a refund for the livestock (excluding delivery costs where already incurred).

10.4 We shall not be responsible for livestock losses resulting from courier delays or disruption caused by Force Majeure events beyond our reasonable control.

10.5 In the interests of animal welfare, LG Pleco reserves the right to postpone shipment where weather conditions or transport conditions are considered unsafe for live livestock.

11. Governing Law & Jurisdiction

11.1 These Terms and Conditions, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them, their subject matter, or their formation, shall be governed by and construed in accordance with the laws of England and Wales.

11.2 The parties irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or any order placed with LG Pleco.

11.3 Nothing in this clause shall limit a consumer’s right to bring proceedings in their country of residence where such right is provided under applicable consumer protection legislation.

12. Entire Agreement

12.1 These Terms and Conditions constitute the entire agreement between LG Pleco and the Customer and supersede all prior agreements, understandings, representations, warranties, promises, assurances, or arrangements, whether written or oral, relating to their subject matter.

12.2 The Customer acknowledges that, in placing an order, they have not relied on any statement, representation, assurance, or warranty that is not expressly set out in these Terms and Conditions.

12.3 Nothing in this clause shall limit or exclude liability for fraud or fraudulent misrepresentation.

12.4 No variation of these Terms and Conditions shall be effective unless agreed in writing by LG Pleco.