Refund and Return Policy

Refund & Returns Policy

At Aquatic Pets SA, we strive to provide high-quality products and a smooth shopping experience. If you are not fully satisfied with your purchase, we’re here to help.

Returns

• Items may be returned within 7 days of delivery or collection.
• To be eligible for a return, the item must be:
  • Unused and in its original condition
  • In the original packaging
  • Accompanied by proof of purchase (invoice or order confirmation)
• Certain items are non-returnable, including:
  • Live plants, fish, or livestock
  • Perishable goods
  • Opened or used consumables (e.g. fish food, treatments, water conditioners)

Refunds

• Once your return is received and inspected, we will notify you of the outcome.
• If approved, your refund will be processed within 5–7 business days.
• Refunds will be issued via the original payment method where possible.

Exchanges

• We only replace items if they are defective or damaged upon arrival.
• If you need to exchange an item, please contact us within 48 hours of receiving your order, along with clear photos of the issue.

Damaged or Incorrect Orders

• If your order arrives damaged or incorrect, please notify us within 48 hours of delivery.
• We may request photos to assist in resolving the issue quickly.
• We will arrange a replacement or refund where applicable.

Shipping Returns

• Customers are responsible for return shipping costs unless the item is defective or incorrect.
• We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

Non-Refundable Costs

• Original shipping fees are non-refundable unless the return is due to our error.

Contact Us

If you have any questions regarding your return or refund, please contact our support team:

• Email: info@aquaticpetssa.com
• Phone: 0615013985