Returns & Refund Policy

Effective Date: [2025.11.03]

1. Introduction

Thank you for shopping at A&Aqua Pro. We strive to provide you with high-quality aquarium accessories and custom products. We understand that sometimes a return is necessary, and this policy outlines the terms and conditions for returns and refunds for our international customers. By placing an order with us, you agree to the terms of this policy.

2. Return Eligibility

2.1. Standard Aquarium Accessories

  • You have 30 calendar days from the date of delivery to initiate a return for standard, non-custom items.
  • To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.

2.2. Custom Products & Services

  • All custom-made products and services (including, but not limited to, custom-sized items, engraved products, and personalized filtration setups) are FINAL SALE.
  • Due to the personalized nature of these items, they are NOT eligible for return or refund unless they arrive damaged, defective, or are fundamentally different from the product description and specifications agreed upon at the time of purchase.

3. How to Initiate a Return

To start a return, please follow this procedure:

  1. Contact Our Customer Service Team: Email us at alaric.xin@aquagearsupplies.com within the 30-day return period (for standard items). Please include your Order Number and a detailed reason for your return.联系我们的客户服务团队：在30天的退货期内（对于标准项目）给我们发电子邮件[support@yourdomain.com]。请包括您的订单号和您退货的详细原因。
  2. Provide Supporting Information: For damaged, defective, or incorrect items, we may require clear photographs or a short video to assess the issue.
  3. Receive Return Authorization: If your return is approved, we will issue you a Return Merchandise Authorization (RMA) Number and provide the return shipping address. Returns shipped without a valid RMA number will not be accepted.

4. Return Shipping & Costs

  • Returns Due to Our Error: If the return is a result of our error (e.g., we shipped the wrong item, or the product is defective), we will cover the cost of return shipping. We will provide a prepaid shipping label or reimburse you for reasonable shipping costs.
  • Returns for Other Reasons (Change of Mind, etc.): For returns of standard items that are not due to our error, the customer is responsible for all return shipping charges. Original shipping fees are non-refundable.
  • International Returns: You are responsible for any customs duties, taxes, or fees associated with the return shipment. We recommend using a trackable and insured shipping service, as we cannot be held responsible for return packages lost or damaged in transit without a valid tracking number.

5. Refunds

  • Inspection: After we receive and inspect your returned item, we will send you an email to notify you of the approval or rejection of your refund.
  • Approval: If approved, your refund will be processed, and a credit will be automatically applied to your original method of payment within 5-10 business days.
  • Partial Refunds: Refunds may be issued for less than the original amount if the returned item shows signs of use, damage, or is not in its original condition.
  • Non-Refundable Items: The following are not eligible for refunds:
    • Custom-made products (except as stated in Section 2.2).
    • Return shipments without an RMA number.
    • Items not returned in their original condition.
    • Gift cards (if applicable).

6. Damaged, Defective, or Incorrect Items

Please inspect your order upon receipt. If you receive a damaged, defective, or incorrect item, contact us within 7 calendar days of delivery. Please provide your order number and photographic evidence. We will evaluate the issue and, at our discretion, replace the item or issue a full refund, including shipping costs. We may not require the return of the damaged item.

7. Exchanges

We only replace items if they are defective, damaged, or if we sent the wrong item. If you need a different variant of a standard accessory, we recommend returning the original item for a refund and placing a new order.

8. Contact Us

If you have any questions regarding this Returns & Refund Policy, don’t hesitate to get in touch with us at:如果您对退货和退款政策有任何疑问，请通过以下方式与我们联系：

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