30 DAY MONEY BACK GUARANTEE:
We have a 30-day return policy, which means you have 30 days after receiving your item to request for a full refund.
To be eligible for a return, your item must be in its original saleable condition and packaging. Items that have been used or modified may not be returned and are exempt to our return policy. *Exclusions to our Returns Policy are below:
- Made-to-order items.
- Products which are eligible for parts under manufacturer warranty.
- Items that have been used or modified in any way.
- Items without the original packaging (including shipping pallet, if applicable).
- Any items shipped to Canada.
The cost of original outbound shipping will be deducted from the refund total. A return shipping label can be available upon request, but will be at the customer's cost. For returns that require freight service, we can schedule a freight truck to pick up the returning item(s) but the customer will be responsible for the freight costs.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
DAMAGES AND ISSUES:
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You may return the item for a replacement or a full refund, as long as you report the issue within 24 hours and make a note on the freight delivery receipt that the item is damaged.
You will not be responsible for the shipping costs to return or replace the item.
To report damage take pictures of the damaged item and the box with shipping label clearly visible and email them to firstname.lastname@example.org within 24 hours after delivery.
Important Note About Deliveries by Freight
We encourage you to take a picture and inspect the packaging of the item before you accept the item from the carrier.
It is imperative to make a note on the delivery receipt if you find any irregularities to the packaging prior to the delivery agent leaving. This includes torn shrink wrap, dents and/or tears in packaging, damage to pallet, etc. DO NOT SIGN the delivery slip until items have been inspected.
If the item is damaged, write "Damaged" on the delivery receipt, then sign.
If you don't have a chance to open the box and thoroughly check, write "Subject to further inspection may contain concealed damage" on the delivery receipt,
Do not refuse your shipment even if there is damage. In most situations, it is better to accept delivery of your order and allow us to address the problem on location. Refusing a shipment may cause a delay in the claims process and also result in a re-delivery charge. No goods are returnable for any reason without our authorization. Please report any damages or concerns to email@example.com within 24 hours of delivery.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or Credit Card Company to process and post the refund too. Orders delivered outside the United States are not eligible for refunds.
Direct Aquarium Supply reserves the right to refuse a refund or apply a restocking fee if:
- The item returned does not match the original item shipped.
- The returned item is missing parts or the original product’s packaging, either of which were not previously specified by the customer.
- The item was damaged during return shipment due to improper or insufficient packaging.
- The item being returned has been used or is no longer in new and resalable condition.
- The item is being returned after the 30-day return window
You may cancel your order free of charge within 24 hours of the order being placed and as long as the shipping label or bill of lading have not been created or before production of a custom order has started. Custom made items are not eligible for refunds after production has started
If your order has been shipped, our standard return procedure applies.
Refunds will only be issued to the original credit card that you use when placing your order.
To request a cancellation, please email firstname.lastname@example.org.
In the unlikely event your order is missing any items or parts, it is essential that you notify us within 24 hours of delivery. To report a missing item, please email email@example.com.
Direct Aquarium Supply will not be held responsible for any missing item claims received beyond 24 hours.
All our products are covered by manufacturer’s warranties. Please refer to your product manual or the "Warranty" tab on the product page to learn more about its warranty coverage.