Refund Policy

A legal disclaimer

Refund Policy

At Basin & Barley, we stand behind the quality of the products we offer. If you are not satisfied with your purchase, we’re here to help.

Dry Goods

Items may be returned within 3 days of purchase with a valid receipt. Products must be unused, unopened, and in their original packaging.

Live Fish Guarantee (48 Hours)

We offer a 48-hour live guarantee on fish, provided the following conditions are met:

Fish must be properly acclimated

Water parameters must be suitable for the species

Fish must not be exposed to extreme conditions

If a fish does not survive within this period:

Claims must be made within 48 hours of purchase

Clear photo or video proof is required

A water sample from the customer’s tank is required

Water testing must be completed in-store and verified by Basin & Barley staff

Approved claims will receive:

Store credit or replacement (no cash refunds on live animals)

We reserve the right to deny claims if water quality or tank conditions are determined to be unsuitable.

Non-Returnable Items

The following items are not eligible for return:

Live plants

Opened feed or perishable goods

Any used or opened products

Damaged or Defective Items

If you receive a damaged or defective product, please contact us within 48 hours of purchase.

We may require proof (such as photos or inspection) and we will provide a replacement or store credit when appropriate.

Refunds

Approved returns will be refunded to the original method of payment. Processing times may vary depending on your payment provider.

For any questions or claims, please contact us at:

423-506-4727

Last Updated: April 2026