At Aquarium Products Store, we understand that creating the perfect aquatic environment requires precision and care. Just as you carefully maintain your aquarium’s water parameters, we strive to maintain the highest standards in customer satisfaction. If any of our products don’t meet your expectations, we’re here to help with our straightforward returns process.

Key Return Information:

  • Return Window: 15 days from delivery date
  • Return Shipping: Customer responsibility (except for defective items)
  • Refund Method: Original payment method
  • Processing Time: 5-7 business days after receipt

Our Return Policy

We accept returns for most unused, unopened aquarium products in their original packaging within 15 days of delivery. To be eligible for a return, your item must be in the same condition you received it, with all original tags and packaging intact.

Non-Returnable Items

To protect all our aquatic enthusiasts, we cannot accept returns for:

  • Aquarium Treatments & Chemicals: Including dechlorinator treatments, blanketweed treatments, and other water conditioners for safety reasons
  • Opened Food Products: Any aquarium foods where the seal has been broken
  • Custom or Special Order Items: Including certain aquarium lighting systems or specialized equipment
  • Digital Products: Such as downloadable care guides or aquarium maintenance plans

How to Initiate a Return or Exchange

Step 1: Contact Our Support Team

Email our customer care team at [email protected] within 15 days of receiving your order. Please include:

  • Your order number
  • The item(s) you wish to return or exchange
  • Reason for return
  • Whether you prefer a refund or exchange

Return Request Email Template:

Subject: Return Request for Order #[Your Order Number]

Body:
Dear Aquarium Products Store Team,

I would like to request a return for my recent order (#[Your Order Number]). The item(s) I wish to return are:
– [Product Name 1]
– [Product Name 2]

Reason for return: [Please specify – wrong item, defective, changed mind, etc.]

I would prefer: [Refund/Exchange for [Product Name]]

Please advise on next steps.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Receive Return Authorization

Within 1-2 business days, we’ll email you a Return Merchandise Authorization (RMA) number and shipping instructions. Please include this RMA number on your return package.

Step 3: Ship Your Return

Package the item(s) securely in the original packaging if possible. Include all accessories and documentation. Ship to:

Aquarium Products Store Returns
3309 Columbia Road
Denver, CO 80022
USA

Note: We recommend using a trackable shipping service and retaining your shipping receipt until your return is processed.

Refund Process

Once we receive and inspect your return (typically within 3-5 business days after delivery), we’ll process your refund or exchange. You’ll receive an email confirmation when this is complete.

Refund Timeline

  • Credit Card/PayPal: 5-7 business days after processing (depending on your financial institution)
  • Original Shipping Costs: Non-refundable unless the return is due to our error

Exchanges

For exchanges, we’ll ship your replacement item once we receive your return. If the replacement item costs more, we’ll invoice you for the difference. If it costs less, we’ll refund the difference.

Damaged or Defective Items

If you receive a damaged or defective aquarium product (such as a cracked aquarium, malfunctioning pump, or broken lighting system):

  1. Contact us immediately at [email protected] with photos of the damage
  2. We’ll arrange for a replacement or refund at no additional cost to you
  3. In some cases, we may request return of the damaged item for quality control purposes

Aquarist’s Tip: When returning aquarium equipment like pumps or filters, please ensure all water has been completely drained and the item is dry before packaging to prevent damage during transit.

International Returns

For customers outside the United States (where available):

  • You are responsible for return shipping costs and any applicable customs fees
  • Refunds will be issued in USD and may be subject to currency conversion rates
  • Processing times may be slightly longer for international returns

Questions?

Our team of aquarium enthusiasts is happy to help with any return questions. Contact us at [email protected] and we’ll respond within 24-48 hours.

Thank you for trusting Aquarium Products Store for your aquatic needs. We’re committed to helping you create and maintain beautiful underwater ecosystems, and we stand behind every product we sell.