Please do not send your purchase back without Authorization, due to the nature of our products ALL returns must be fully authorized using the process below.
All Returns are subject to a 25% restocking fee.
Our policy lasts 30 days. If 30 days have gone by since your receipt, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and unopened.
Several types of goods are exempt from being returned.
Additional non-returnable items:
Open Box Items
How to Return an Item
Please follow the instructions below if you wish to return your product.
1. Complete the RMA form and send to firstname.lastname@example.org. Please include a proof of purchase and the packaging weight and dimensions of your return in the email.
2. Once your RMA is reviewed and approved, a Waterbox Aquariums Customer Support Representative will be respond with the details of how to proceed.
In most cases, our process is as follows:
Waterbox Aquariums will supply you with a return shipping label, based on the packaging dimensions and weight you provide. In order to verify that the item was not damaged when leaving your possession, please tank a photo prior to sending.
USPS or UPS returns can be dropped-off at your local post office or UPS dropbox for shipping. If your item requires a freight carrier, Waterbox will schedule a carrier to pick-up the return.
When the item arrives back to our warehouse, it will be inspected and upon acceptance, your refund will be processed. Again, all returns are subject to a 25% restocking fee.
Please allow 5-7 business days for the funds to process back to your original form of payment.
If your return has specific needs not addressed above, that will be assessed upon review of the RMA.
There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7-10 days after inspection.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged. Due to the nature of the product, if an item is defective or damaged you must abide by the following guidelines.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Waterbox Aquariums Customer Service will arrange for a pickup of your return.
Customer service will notify you which service center to return your goods to.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.