So we can help you quickly...
For a reliable assessment, we require some information about your ecosystem, the date of purchase, the serial number, and photos.
Please do not alter or open the ecosystem, and do not send it in unannounced. After reviewing your request, we will inform you
if further information is needed and how we will proceed together.
How we process your warranty claim...
1. Fill out the request form
Describe the defect and provide details about your model and purchase.
2. Upload photos
Please send us an overall view, the serial number, and meaningful detailed shots.
3. Personal Examination
Our service team will review your information and assess the condition of your closed ecosystem.
4. Get Feedback
You will receive our assessment and all information on further steps via email.
5. Suitable solution
Depending on the outcome, we will discuss replacement, service, refilling, or another suitable solution with you.
Warranty on Your Closed Ecosystem
Depending on the model, the warranty period is 6 or 12 months from the date of purchase. The prerequisite is that the closed ecosystem has been set up and maintained according to our care instructions. This includes, in particular, a suitable location without direct sunlight, a constant room temperature, and leaving the system unopened.
To assess a warranty claim, we ideally require proof of purchase, the serial number, and current photos. Damage caused by improper handling, falls, extreme temperatures, or opening the ecosystem is excluded from the warranty. After receiving your report, we will personally review the case and inform you about the next steps.
Please send your ecosystem only after our confirmation and, if applicable, after receiving a return number.
Frequently Asked Questions
What information is needed for the exam?
We require your contact details, date of purchase, serial number, a description of the problem, as well as current photos of the entire ecosystem and the specific anomaly.
Where can I find the serial number?
The serial number is located on the bottom seal of the closed ecosystem.
Can I report a warranty claim without a receipt?
Yes. Please provide the date and place of purchase if possible. If no receipt is available, we will check what options are available based on the information provided.
Should I send the ecosystem immediately?
No. Please wait for our review and feedback first. If a submission is required, we will provide you with all further information and, if applicable, a return number.
What should I do if the glass is damaged or leaking?
Carefully place the glass in a stable bowl, avoid further movement, and upload informative photos. In case of injury risk, do not touch broken glass with bare hands.
Is the death of individual shrimp automatically covered by warranty?
Not every single loss automatically means that a warranty claim exists. We examine, among other things, the age, course, location conditions, and the overall condition of the closed ecosystem.
What happens when the warranty has expired?
If the case is not covered by the warranty, we will inform you about possible alternatives, such as a paid refill or an upgrade.
How quickly will I receive a response?
We review each report personally. Processing time depends on whether all information and images are complete. If information is missing, we will contact you by email within 1-2 business days.