1. Refund Eligibility:
We want you to be completely satisfied with your purchase. If you are not happy with your product, you may request a refund or exchange within 5 days of the purchase date. To be eligible, items must be unused, in their original packaging, and accompanied by a receipt or proof of purchase.
2. Non-Refundable Items:
- Live fish, plants, and other live animals
- Opened food or water treatments
- Gift cards
3. Damaged or Defective Items:
If you receive a damaged or defective item, please contact us within 48 hours of delivery. We will arrange for a replacement or a full refund. Please provide photos of the damage and keep the original packaging for inspection.
4. Return Process:
To initiate a return, please contact our customer service team at grandaquarians@gmail.com. We will provide you with a return authorization number and instructions on how to return your item. Return shipping costs are the responsibility of the customer unless the return is due to our error.
5. Refund Process:
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 7-10 business days, and a credit will automatically be applied to your original method of payment.
6. Exchanges:
We will replace items if they are defective or damaged. If you need to exchange an item for the same one, please contact us to arrange the exchange.
7. Sale Items:
Only regular priced items may be refunded; sale items are final and cannot be refunded.
8. Contact Us:
For any questions or concerns about our Refund and Returns Policy, please contact us at grandaquarians@gmail.com. We are here to help!