Refund policy

REFUND & RETURN POLICY

We want you to be completely satisfied with your purchase. If you're not happy, here's how returns work.

RETURN WINDOW
You have 30 days from the date of delivery to initiate a return. After 30 days, we are unable to accept returns.

HOW TO INITIATE A RETURN
Email support@aquascapeeco.com with your order number, the item(s) you'd like to return, and the reason for the return. We will respond within 2 business days with approval and return instructions.

ITEM CONDITION REQUIREMENTS
To qualify for a return, items must be:
- Unused and in original condition
- In original packaging with all accessories, manuals, and documentation included
- Free of signs of installation, use, or water/chemical exposure

We reserve the right to deny returns for items that do not meet these conditions.

WHO PAYS RETURN SHIPPING
Customers are responsible for return shipping costs. We recommend using a trackable shipping service. We are not responsible for items lost in return transit.

REFUND METHOD & TIMELINE
Once we receive and inspect your return, we will process your refund within 7 working days. Refunds are issued to your original payment method (credit/debit card, PayPal, etc.). Please allow additional time for your bank to post the credit.

For non-defective returns, the original shipping cost is non-refundable.

DAMAGED OR INCORRECT ITEMS
If you receive a damaged or incorrect item, contact us within 7 days of delivery at support@aquascapeeco.com with:
- Your order number
- Photos or video of the damage or incorrect item
- Your shipping address and phone number

For confirmed damaged or incorrect items, we will issue a full refund (including original shipping) or send a replacement — your choice.

NON-RETURNABLE ITEMS
The following items cannot be returned:
- Items explicitly marked "Final Sale" at time of purchase
- Gift cards
- Items showing signs of use, installation, or exposure to water or chemicals
- Personalized or custom-ordered items

EXCHANGES
We do not offer direct exchanges. To get a different item, return your original purchase for a refund and place a new order. For faulty or damaged items, we will arrange a replacement at no cost.

NO RESTOCKING FEES
We do not charge restocking fees.

CONTACT US
Phone: +1 862-362-1444
Email: support@aquascapeeco.com
Address: 292 Menahan St, 1R, Brooklyn, New York 11237, United States
Hours: Monday–Friday, 9am–5pm EST