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Returns & Refund Policy

Last Updated May 13, 2024

 

This return policy is subject to change. However, no changes to the policy will be applied retroactively to products you have already purchase from us.  

 

Returns 

We do not refund your original payment method (credit or debit card) or issue a cheque or cash.  

All returns, regardless of the reason and whether the package is opened or unopened must include a return authorization approval. We reserve all rights to charge a restocking fee of 15% of the overall value of the item(s) being returned.  

 

Return Authorization 

All product returns must be authorized by us before you arrange for return shipping.  

 

To request a return authorization within the applicable period (specified below), please email us at contact@tropicnreefaquariums.com with a copy of your receipt and note the items you would like to return. We may require that you send photos of your items prior to a return authorization being granted.  

If a return authorization is granted, you will have a period of fifteen (15) days, from the date your order shipped from our facilities, to postmark the item(s) for shipment back to us. The return authorization will specify the return shipping address.

If an item is received by us without a valid return authorization, we reserve the right to refuse delivery and/or return the products to you. Any shipping costs for us to return the items to you will be your obligation. 

Unopened Packages 

If you ordered the wrong product and would like to return it prior to opening the package, you may request a return authorization for a period of fifteen (15) days from the date the item(s) left our shipping facility for delivery. After that period, unfortunately we cannot offer you a refund. Subject to our examination of the packaging and items once in our possession, we may, in our discretion, waive the restocking fee.  

 

Unopened package returns must be in original Manufacture sealed packaged condition. We exercise the right to provide a credit / refund or exchange subject to prior return authorization received via email. This return will exclude all shipping and handling charges incurred during the sale of these items from our store. All returns will be required to be shipped back to us in its original condition along with the Return Authorization document within 15 days of the date of the order purchased. All returns received after the 15-day duration will be considered void and the Return transaction request will be automatically cancelled. 

 

Opened Packages 

For returns where the package was opened, you may request a return authorization for a period of fifteen (15) days from the date the item(s) left our shipping facility for delivery. After that period, unfortunately we cannot offer you a refund.  We do not, under any circumstances, waive the restocking fee where you opened the package.   

 

For all returns, if package has been opened/missing parts/damages to outside box, we exercise rights to refuse return /exchange/store credit in these circumstances. There will be some exceptions made subject to prior Return Authorization approval made and, a store credit for 1/3 of the purchased product value will be provided on our sole discretion. You will be required to include the Return Authorization document prior to sending these items back. All shipping charges for the return will be borne by the customer. 

Return Eligibility 

To be eligible for a return, your item (i) must be unused and unassembled; (ii) in the same condition you received it in (including with all labels intact and attached); (iii) in the original packaging; and (iv) be shipped or arranged for return shipping within the timeframes specified herein. We do not accept returns for products that were listed as final sale items at the time of purchase.   We will inspect your returned items upon receipt by us to ensure they were eligible. Please note, due to the nature of shipping package for Bulk items, we are not able to accept any returns for Bulk items purchased from our store. All special order items are final sale and will not qualify for any returns, refund or exchange once the order is placed. There is no guaranteed delivery ETA for Special order items. Delivery times is generally unto 3 weeks once order is successfully placed and paid.

 

Return Shipping Fees 

Regardless of whether your order was opened or not, you will be responsible for all return shipping costs. If a store credit is to be issued and we have incurred any shipping costs or duties on your behalf, such costs will be deducted from the store credit refund amount. 

When shipping items for return, it is recommended you use a traceable shipping service and purchase shipping insurance. You agree that we shall not be liable or responsible for damages cause during return shipping or lost or stolen items that we do not receive back in our possession. 

For orders shipped outside of Canada and the United States, we do not refund any customs or duties paid in connection with your order. 

 

When Will I Receive My Store Credit?  

Once your returned item is received and inspected by us, we will send you an email notifying you that we received the item and whether your refund has been approved.  

 

Unfortunately, your refund cannot be processed until the item in question has been returned to us and has been determined to be eligible for return. If your return is approved, a store credit will be issued electronically, via email, to the email address associated with your order. It is your responsibility to safe keep the store credit voucher.   We are unable to issue a refund using a different payment method.   

 

If more than ten (10) days pass from the time you returned your item and you have not received your store credit, please email us at contact@tropicnreefaquariums.com.  

 

My Product was Damaged on Arrival 

If you received an item from us that was damaged on arrival, please take photos of the item as soon as practical and email them to us at contact@tropicnreefaquariums.com in connection with your return authorization request.  

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