Discusk s.r.o.
Last Updated: 19 July 2026

This Refund and Returns Policy outlines the conditions under which Discusk s.r.o. (“we”, “us”, or “our”) processes returns and issues refunds. This policy is designed to be transparent and compliant with applicable consumer protection laws while accounting for the unique nature of our livestock products.

1. Introduction and Right of Withdrawal

In accordance with European consumer protection regulations, customers have the right to withdraw from a purchase within 14 days of receiving their goods without providing a reason. This “cooling-off” period applies specifically to non-livestock items (e.g., equipment, food, water treatments, and accessories).

To exercise this right, the items must be:

Unused and in their original packaging.
In the same condition as when they were received.
Accompanied by proof of purchase.

2. Non-Returnable Items (Live Animals)

Due to the biological nature and health requirements of live animals, all livestock (including Discus fish and other aquatic species) are strictly exempt from the standard 14-day right of withdrawal.

Once live animals have left our facility or have been delivered to the customer, they cannot be returned for a refund or exchange based on a change of mind. This policy is in place to protect the health and biosecurity of our facility and the welfare of the animals. Livestock concerns are handled exclusively through our Dead on Arrival (DOA) Protocol as detailed in Section 4.

3. Refund Process

Once your return for a non-livestock item is received and inspected, we will notify you of the approval or rejection of your refund.

Stage	Timeline	Method
Notification	Within 3 business days of receipt	Email notification
Processing	5–10 business days	Original payment method
Completion	Dependent on bank/provider	Credited to your account

If approved, the refund will be processed, and the funds will automatically be returned to your original payment method (bank account or card). Please note that shipping costs from the original order are non-refundable.

4. Damaged or Incorrect Goods (DOA Protocol)

We take immense pride in the health of our livestock and the quality of our shipping. If your goods arrive damaged, incorrect, or if livestock does not survive transit, you must follow our Dead on Arrival (DOA) Protocol:

Immediate Notification: You must contact us at info@discushq.com via email within 2 hours of the recorded delivery time.
Evidence Required: Clear, high-resolution photographs and/or video must be provided showing the animal inside the unopened original shipping bag.
Verification: Our experts will review the evidence against our shipping records and health logs.
Resolution: Valid DOA claims will result in a refund to the original payment method (bank account or card) or a replacement animal (subject to availability).

Note: This protocol specifically references and upholds our existing Live Arrival Guarantee.

5. Return Shipping Costs

For all eligible returns of non-livestock items:

Buyer Responsibility: The customer is responsible for paying all shipping costs associated with returning the item.
Risk of Loss: We recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Seller Error: If the return is a result of our error (e.g., you received an incorrect item), Discusk s.r.o. will cover the return shipping costs.