This Return, Refund and Exchange Policy is issued by CORAL TALES SDN BHD, Registration No. 202401030914 (1576763-M) and applies to fishing accessories, aquarium equipment, fish tank maintenance products and other items purchased from us.
We aim to ensure that each product is correctly described, securely packed and supplied according to the customer’s confirmed order. Customers should check the product size, specifications, materials, intended purpose and compatibility before completing a purchase.
Unless an order meets one of the eligible conditions stated in this Policy, all items sold are considered final and are not exchangeable or refundable.
Circumstances We Will Consider
CORAL TALES SDN BHD may consider a return, refund or exchange request if:
The merchant sent an incorrect item, size, model, quantity or product variation.
The item received does not match the specifications, description, features, functions or information advertised on the website.
The product was spoiled, damaged or defective upon delivery.
The order exceeded the delivery timeline stated in the Company’s Shipping Policy.
A claim based solely on a customer’s change of mind, incorrect selection or failure to verify product suitability will not normally be accepted when the delivered item matches the confirmed order.
Product Suitability
Fishing hooks, fishing lines, aquarium pumps, cleaning tools and aquarium treatment products may be designed for particular uses, tank sizes or operating conditions.
Customers should read the relevant product information and confirm that the selected item is suitable for their intended setup. Incorrect installation, unsuitable voltage, improper handling, incorrect dosage, normal wear or use outside the stated purpose will not automatically be treated as a product defect.
Natural aquarium materials, including rocks, may vary reasonably in shape, texture, pattern and colour. These natural variations do not necessarily mean that the product is defective or inconsistent with its general description.
Inspection Before Use
Customers should inspect the parcel and all products immediately after delivery. The inspection should take place before the item is installed, assembled, placed into an aquarium, exposed to water or used for fishing.
If an item appears incorrect, incomplete, damaged or defective, the customer should stop using it and keep:
The affected product.
Original product packaging.
Shipping label.
Delivery packaging.
Included accessories and components.
Instruction materials, where applicable.
Products should not be dismantled, repaired, altered or modified before the Company has reviewed the request. These actions may prevent us from determining whether the reported issue existed at the time of delivery.
Evidence That Must Be Submitted
For CORAL TALES SDN BHD to evaluate a return, refund or exchange request, the customer must provide:
A clear and continuous unboxing video showing the unopened parcel, visible shipping label, external packaging, internal packaging and every item received.
A clear video showing the first use, testing or operation of the product, where applicable.
Clear photographs showing the entire item and close-up views of any damage, defect, incorrect component or difference from the advertised information.
The customer’s order number, purchased product and a complete explanation of the issue.
Photographs of the product label, model, dimensions or included components where relevant.
Any other documents, photographs or videos reasonably requested by the Company.
The unboxing recording must begin before the parcel is opened and must continue without pauses, cuts or edited sections. The condition of the parcel and its contents should be clearly visible throughout the relevant parts of the video.
Evidence that is unclear, incomplete or unable to demonstrate the condition of the product when it was received may not be accepted.
Reporting Period
All requests must be emailed to coral_tales@outlook.com within 24 hours of receiving the item.
The customer should include their name, order number, affected product, description of the problem and all required evidence in the submission.
Any request made after the 24-hour period will not be accepted. Requests submitted without the continuous unboxing video, first-use video where applicable, photographs, order details or other evidence requested by CORAL TALES SDN BHD will also be rejected.
Assessment and Available Outcome
After receiving a complete request, CORAL TALES SDN BHD will review the confirmed order, advertised product details and evidence provided by the customer.
The submission of a request does not automatically guarantee approval. Additional information may be requested if the original evidence is insufficient to verify the issue.
If the request is approved, the customer will be informed of the available resolution and further instructions. Depending on the verified circumstances, an approved resolution may involve a product return, replacement, exchange or refund.
Customers must not send any product back before receiving written authorisation from CORAL TALES SDN BHD. Products returned without approval or without following the provided instructions may not be accepted.