As part of our effort to support our retailer network we try and fulfill your Aquascape purchase from the nearest retailer to your delivery location. If your purchase has been fulfilled in this way the return address indicated on the email we send you will identify this retailer with their address and contact information for completing your returns. In this situation your return must be processed by the fulfilling retailer.
To initiate a return, call (866) 877-6637 or fill out our contact request form. You can return most new, unopened items within 30 days of delivery for a full refund, as noted below:
- Original delivery fees are refunded only if returns are for defective products, or incorrect orders.
- You are responsible for shipping the products back and all costs involved. We recommend using a trackable shipping method such as FEDEX, UPS or similar.
- You can only initiate a return after an order has been shipped.
- Product must be returned in its original packaging with any included accessories and paperwork, and in new condition.
- Products that have been installed, modified, used, or returned incomplete may not qualify for a full refund.
- Any media, such as DVDs, books, etc., must be in it's original wrapping/packaging to be returned.
- Refunds will be for the full value of the returned items unless otherwise noted.
- Credit for returned items will be applied to the credit card used to make the purchase. Returns will generally be applied within 5 to 10 days of the date the return is received and processed by the fulfiller.
- If a restocking fee will apply to returned items, the amount of the fee is displayed on the final checkout screen when you complete the order and is noted on the packing list included with the order.