Refund policy

USA Returns:

We want you to LOVE your purchase! If for any reason you're not completely satisfied, we're here to help. Our very knowledgeable and experienced customer service team is one step away to ensuring your aquarium success. Regardless, you can start a return within 30 days of delivery. Please make sure the item is unused and in its original packaging and condition.

If you need assistance with replacement parts not offered on our website, just send us an email (contact us here) —we're happy to help!

How to Return an Item:

To make a return, simply reply to your order confirmation email with the item and reason for your return, or reach out to us here. We’ll guide you through the process.

Defective Products or Our Mistake:

If there's an issue with your order, like a manufacturer defect or you received the wrong item, please let us know within 48 hours of delivery. We’ll make it right by sending a replacement part or covering shipping costs for returns and corrections.

 

Refunds:

Once we receive and inspect your returned item, we'll notify you by email. If everything checks out, your refund will be processed, and you'll see the credit back on your original payment method within 7 business days (please note your bank may take a bit longer).

Why a Refund Might Be Denied:

  • The item isn't in its original condition, is damaged, or has missing parts.
  • The return is initiated after the 30-day window.

Shipping Costs:

If you're returning an item (except for the cases outlined above), you'll be responsible for the shipping costs. Unfortunately, we can't refund the original shipping costs, and these will be deducted from your refund.

For high-value returns (over $75), we recommend using shipping insurance. While we’ll do our best to ensure everything goes smoothly, we can’t guarantee receipt of your return without it.

 

International Returns:

International returns may take up to 25 days to reach us. Once we receive your return at our fulfillment center, we’ll process your refund within 2 business days, and it should show up in your account within 3-5 business days.

Not all items qualify for pre-paid returns, so you might need to cover return shipping. We recommend using a trackable shipping method to ensure your return reaches us safely.

If you receive a damaged, defective, or incorrect item, we’ll cover your return shipping costs and refund your original postage and Import Fees Deposit. If just a part is broken, we’ll happily send a replacement part at no extra charge.

 

Need Help?

If you have any questions or concerns, don’t hesitate to contact us—we’re here to make sure you’re completely satisfied with your purchase!