We want you to be confident when shopping with AWAquatics. Eligible products may be returned within 30 days of delivery, subject to the conditions below.
Returns
To be eligible for a standard return, the item must be in its original condition, unused, uninstalled, and not exposed to water, and must include all original packaging, accessories, manuals, and components.
Items that have been installed, used, submerged in water, modified, or show signs of use are not eligible for standard returns unless the item is defective.
Please contact AWAquatics before returning any product. Returns sent without prior authorization may not be accepted or may delay processing.
Return Shipping
For returns due to buyer preference, change of mind, ordering the wrong item, compatibility issues, or other non-defective reasons, the customer is responsible for return shipping costs.
Original shipping charges are non-refundable.
If you receive an incorrect, damaged, or defective item, please contact us so we can evaluate the issue and determine the appropriate resolution.
Aquariums & Oversized Items
Aquariums, aquarium systems, stands, cabinets, sumps, and other oversized or freight-shipped items are final sale and are not eligible for standard returns or exchanges.
Please carefully verify dimensions, specifications, compatibility, access requirements, and delivery arrangements before placing your order.
Final-sale status does not apply to products that arrive damaged, defective, or incorrect. These situations will be handled separately as described below.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it is delivered. If an item arrives damaged, defective, or incorrect, contact AWAquatics promptly and provide your order number along with clear photos or video of the issue when applicable.
For equipment that has already been installed or used, troubleshooting may be required before a replacement, warranty claim, refund, or other resolution can be provided.
For aquarium and freight deliveries, please inspect the shipment carefully before signing for delivery whenever possible. If visible damage is present, photograph the damage and note it on the carrier's delivery receipt.
Please keep all original packaging until the issue has been resolved.
Depending on the circumstances, AWAquatics may provide troubleshooting assistance, replacement parts, a replacement product, a refund, warranty assistance, or another appropriate resolution.
Non-Returnable Items
In addition to aquariums and oversized/freight-shipped items described above, the following items are not eligible for standard returns:
- Items that have been installed, used, or submerged in water, unless defective
- Items damaged through misuse, improper installation, modification, or improper maintenance
- Items missing significant components, accessories, or original packaging
- Clearance or final-sale items when clearly marked as final sale
- Gift cards
Manufacturer warranty coverage, when applicable, is separate from our standard return policy.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible. We will make every effort to accommodate cancellation requests before shipment, but we cannot guarantee cancellation once an order has been processed or shipped.
Special-order, pre-order, custom, aquarium, and freight orders may be subject to separate cancellation terms when stated on the applicable product page or communicated before purchase.
Refunds
Once an approved return is received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. Please allow additional processing time for your bank or payment provider to post the refund.
Shipping charges and return shipping costs are non-refundable unless the return is due to an error by AWAquatics or an eligible damaged or defective product.
Contact Us
To request a return or report an issue with your order, please contact:
AWAquatics
support@awaquaticsusa.com
Please include your order number and a brief description of the issue. Photos or video may be requested when necessary to evaluate damaged or defective products.