REFUND POLICY
One of our top priorities is our customer's satisfaction! Therefore, we will try and accommodate our clients within a reasonable means. We will make every effort to disclose our products prior to your purchasing them. To initiate a refund please contact the store either by phone or email. The refund MUST be authorized by the store manager first.
Dry good products bought from NatureAquariums.com can be returned within 30 days of the original purchase date for store credit or your money back (purchase price minus the shipping cost and minus a 25% restocking fee) provided the item is unused, undamaged, and in the original product packaging. If a product does not meet these requirements we reserve the right to deny the return if we feel that it is warranted.
Who pays for shipping? In the event a dry goods item is damaged during transit etc, Nature Aquariums will provide you with a return shipping label. If you are returning an item for another reason, it is your responsibility to get the item back to us safely. If it is a high-priced item we recommend a tracking number.
SPECIAL ORDERS
All special ordered items (any item that the customer paid for but was not in stock at time of purchase) are not refundable. In the event that a special ordered item came in defective, all reasonable attempts to work with the manufacturer will be made to assist the customer in getting repairs or replacement, but ultimately it will be the responsibility of the manufacturer for any claims.
DELIVERED ITEMS - SETUPS AND INSTALLATIONS
All setups, installations and setups are "AS-IS". No warranties are implied on the performance of the setup, livestock, decoration, aesthetics or perceived satisfaction of the final product. Nature Aquariums will make every reasonable attempt to satisfy a customers needs but ultimately, the responsibility for the well being of the livestock/plants/corals lie on the customer.
ALL REFUNDS WILL BE ISSUED AS STORE CREDIT ONCE APPROVED BY A STORE MANAGER.
LIVESTOCK
We take the health and quality of our livestock very seriously. We make sure that all of our livestock is kept in the best possible conditions, not only while in our care but throughout its travels. We understand that purchasing delicate marine animals and plants online can be a bit nerve-racking and in order to help provide some peace of mind we offer an "Arrive Alive Guarantee". Our DOA guarantee ensures that our livestock arrives healthy or you get your money back. In the event that our livestock does arrive DOA (Dead on Arrival) please follow our claim procedure, so we can help fix any unfortunate situations.
DOA Claim Procedure:
-All claims must be sent via email to sales@natureaquariums.com within two hours of package arrival and must include;
- Detailed written description of how livestock was found
- Detailed written description of Shipping Carrier Box Condition
- Detailed picture of all DOA livestock inside unopened Nature Aquarium fish bag
- Detailed pictures of Shipping Carrier Box Condition
PLEASE NOTE-Livestock claims are void if the customer misses the first delivery attempt.
Please note that all DOA Livestock should be within the unopened and sealed Nature Aquariums livestock bag(s) provided.
Any "open bag'" DOA claims will automatically be declined as we cannot assure any other external condition out of our control and care was responsible for the claim
Because of the complex procedures involved in properly packaging and shipping all of our livestock, we do not accept the return or exchange of any livestock.