Refund Policy

This Refund Policy applies to all purchases made through AquaMaris eCommerce, operating under the domain aquamaris-store.com in the Professional Aquatic Husbandry sector. We are committed to your satisfaction with our specialized aquatic equipment, water treatment supplies, husbandry tools, and related products. Please read this policy carefully before making a purchase. If you have any questions or need to initiate a refund, contact us exclusively at contact@aquamaris-store.com.

1. Returns – General Conditions

We accept returns for eligible products within 30 calendar days from the date you receive your order. To be eligible for a return and refund, the following conditions must be met:

  • The item must be unused, unwashed, and in the same condition that you received it.
  • The item must be in its original packaging with all tags, manuals, accessories, and protective materials intact.
  • For aquatic husbandry equipment (e.g., pumps, filters, UV sterilizers, heaters, protein skimmers), the product must not have been installed, submerged in water, or otherwise used in any operating aquarium environment. Any signs of use, water exposure, or biological contamination will disqualify the item from return.
  • Perishable items (e.g., live foods, bacteria cultures, water conditioners with expiration seals) cannot be returned unless they arrived damaged or defective.
  • Custom-made or personalized aquatic products (e.g., custom-cut acrylic sumps, personalized aquarium backgrounds) are non-refundable unless faulty.
  • Items sold as "final sale," "clearance," or "discontinued" are explicitly non-refundable unless required by applicable law.
Important ecommerce note for Professional Aquatic Husbandry: Due to biosecurity and animal welfare concerns, any product that has come into contact with water, livestock, or aquarium systems cannot be resold and will not be accepted for return. Please test dry-fit components before installation.

2. Timeframe for Returns

To exercise your right of return, you must notify us within 30 days of delivery. The 30-day period includes the time needed to ship the item back to us. Refunds will not be issued for returns initiated after 30 days, unless required by consumer protection laws in your jurisdiction.

3. Non-Returnable Items

The following categories of products are not eligible for return or refund under any circumstances (except when defective upon arrival):

  • Live aquatic organisms: Fish, corals, invertebrates, plants, or any living creatures (these are covered under a separate Livestock Guarantee).
  • Hygiene-sensitive products: Netting tools, siphons, gloves, or any product that directly contacts aquarium water and cannot be sanitized.
  • Opened chemicals or consumables: Water treatments, test reagents, fish foods, activated carbon, filter media, salts, and supplements once the original seal is broken.
  • Electronic equipment after installation: Controllers, LED lighting systems, dosing pumps, or heaters that show signs of electrical connection or water exposure.
  • Downloadable software or digital products: Aquarium management apps, digital water quality logbooks, or subscription-based services.
  • Gift cards or store credits.

4. Refund Process – Step by Step

To request a refund, follow these steps:

  1. Contact us at contact@aquamaris-store.com within 30 days of delivery with your order number, the item(s) you wish to return, and the reason for return (e.g., wrong size, changed mind, defect). Attach clear photos or videos if the product is damaged or defective.
  2. Our customer support team will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and return shipping instructions.
  3. Pack the item securely in its original packaging, include all accessories and documentation, and write the RMA number on the outside of the package.
  4. Ship the return package to the address provided in our return instructions. You are responsible for return shipping costs unless the return is due to our error (wrong item shipped) or a product defect.
  5. We recommend using a trackable shipping service and purchasing shipping insurance. AquaMaris is not responsible for items lost or damaged during return transit.

Once we receive and inspect the returned item (usually within 5–7 business days of delivery), we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within 10 business days.

5. Refund Timelines and Methods

Refunds are issued using the same payment method you used for the original purchase:

  • Credit / debit cards: Refunds typically appear on your statement within 5–10 business days after processing, depending on your bank's policies.
  • PayPal: Funds are returned to your PayPal balance immediately upon processing, though bank transfer times may add 2–3 days.
  • Store credit / gift cards: Refunds are issued as a store credit code sent to your email address within 2 business days of inspection approval.
  • Installment payments (e.g., Klarna, Afterpay): Refunds will be adjusted against your remaining installment balance. Please contact your installment provider for exact timelines.

We will not issue refunds for shipping charges (original or return) unless the return is due to our error or a defective product. In such cases, we will also reimburse reasonable return shipping costs upon presentation of receipts.

6. Partial Refunds and Restocking Fees

In certain situations, only partial refunds may be granted (if applicable):

  • Items with obvious signs of use, missing parts, or damaged packaging not due to our error may receive a partial refund of up to 50% of the product price.
  • Any item not in its original condition, or that is damaged for reasons not caused by us, may be subject to a partial refund or denial.
  • We reserve the right to charge a 15% restocking fee for returns initiated for non-defect reasons (e.g., change of mind, ordered wrong size, no longer needed). The restocking fee will be deducted from your refund amount.
  • No restocking fee is applied for defective products, shipping errors, or warranty claims.

7. Damaged, Defective, or Incorrect Items

We take great care in packaging professional aquatic husbandry products to withstand transit. However, if you receive a damaged, defective, or incorrect item, please contact us immediately:

  • Notify us within 7 calendar days of delivery at contact@aquamaris-store.com.
  • Provide your order number, photos of the damaged item showing the condition of the packaging and product, and a brief description of the defect.
  • Do not dispose of the original packaging or the item until we have resolved your claim.
  • We will arrange for a replacement or full refund (including shipping costs) at no additional charge. Depending on the situation, we may ask you to return the defective item (we will provide a prepaid shipping label) or dispose of it locally.
  • For high-value equipment (e.g., commercial protein skimmers, chiller systems), we may require a video demonstration of the defect.

8. Warranty Claims and Product Defects After Use

Many products sold on AquaMaris eCommerce come with manufacturer warranties that go beyond our standard 30-day refund policy. If a product fails due to manufacturing defect after 30 days but within the applicable warranty period (typically 6 months to 2 years for aquatic equipment), the following applies:

  • Please contact us at contact@aquamaris-store.com with your order number, a description of the defect, and supporting evidence (photos/videos).
  • We will liaise with the manufacturer to determine if repair, replacement, or partial refund is appropriate.
  • Warranty claims do not guarantee a full refund; instead, they are handled according to the specific product warranty terms. Consumable items and normal wear and tear are not covered.
  • You may be responsible for shipping the product to an authorized service center. If the claim is approved, return shipping for the repaired or replaced product is covered by us or the manufacturer.

9. Refunds for Livestock (Special Provisions)

For live aquatic animals (fish, corals, invertebrates, etc.), our standard refund policy does not apply due to the perishable and variable nature of live goods. Instead, we provide a Livestock Arrival Guarantee:

  • All live stock is shipped with a 2-hour acclimatization guarantee from the time of delivery (signature or timestamped photo of delivery).
  • If any livestock arrives deceased or in obvious distress, you must contact us at contact@aquamaris-store.com within 2 hours of delivery, providing clear photos of the specimen in its unopened bag alongside the shipping label.
  • After verification, we will issue a refund or store credit for the purchase price of the deceased livestock (shipping fees are non-refundable for live goods).
  • No refunds are given for livestock that dies after being introduced into your aquarium system, as water quality and compatibility issues are beyond our control.

10. Late or Missing Refunds

If you have not received a refund after we have approved it and the processing time has passed:

  • First, check your bank account or credit card statement again. Refunds can take additional time to post due to banking institution processing.
  • Contact your credit card company or bank — they often have standard timelines for posting refunds.
  • If you have done all of the above and still have not received your refund, please contact us at contact@aquamaris-store.com. Provide your order number and the date of refund approval, and we will investigate with our payment processor.

11. Exchanges

We generally process returns and refunds rather than direct exchanges, as inventory levels for professional aquatic products fluctuate. However, if you need a different size, model, or variant of an aquatic husbandry product:

  • Return the original item following the process above (provided it meets return eligibility).
  • Place a new order for the desired item on our ecommerce store.
  • If the return was due to our error (wrong item shipped), we will cover return shipping and waive any restocking fees.
  • Direct exchanges are only permitted for defective products under warranty where the exact replacement model is in stock. Contact us for such cases.

12. Order Cancellations

You may cancel an order for a full refund if the cancellation request is received before the order is processed for shipping:

  • Contact contact@aquamaris-store.com immediately after placing your order. Most orders are processed within 2–4 business hours.
  • If the order has already been packed or shipped, it cannot be canceled. You will need to follow our standard return process after delivery (subject to return eligibility and restocking fees).
  • For pre-order items, cancellations are accepted up to 7 days before the estimated shipping date.

13. International Orders (Outside of Domestic Shipping Region)

For customers ordering from outside our primary shipping region (varies by product), please note:

  • Return shipping costs are the responsibility of the buyer unless the return is due to our error or a verified defect.
  • Customs duties, taxes, and import fees paid at the time of purchase are non-refundable by AquaMaris. You may be able to reclaim these fees from your local customs authority upon proof of return.
  • Refunds for international orders will be issued in the original currency of purchase. Exchange rate fluctuations are not reimbursed.
  • We recommend using an international trackable shipping service with full insurance for all returns from abroad.

14. Contact Information for Refund Requests

All refund, return, and warranty inquiries must be submitted exclusively to the following email address. Please include your order number in the subject line to expedite processing.

Email: contact@aquamaris-store.com

We aim to respond to all refund-related inquiries within 1–2 business days. For urgent issues regarding live livestock or time-sensitive defects, please mark your email as "URGENT - LIVESTOCK" or "URGENT - DEFECT".

15. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time without prior notice to reflect changes in our ecommerce operations, legal requirements, or industry standards for Professional Aquatic Husbandry. Any changes will be posted on this page with an updated "Effective date". Your continued use of the aquamaris-store.com ecommerce platform after any such changes constitutes your acceptance of the revised policy. For orders placed before a policy update, the policy in effect at the time of purchase will apply.

Refund Policy summary for aquamaris-store.com ecommerce: Most new, unused aquatic husbandry products are eligible for return within 30 days for a refund (minus shipping and possible 15% restocking fee). Defective or incorrect items are fully refunded including return shipping. Live livestock has a special 2-hour arrival guarantee. Non-returnable items include opened consumables, hygiene-sensitive products, and used equipment. For any refund request, contact contact@aquamaris-store.com.