Our first goal is to get you the correct product at a great price and follow up with great service. Before ordering a product you are unsure of, please call us and we will be happy to help you out. This will allow you to order the correct products in the first place.
In the event that there is a problem with your order, we will work with you until it is resolved.
We're happy to accept returns of new products in their original packaging within 365 days of the original purchase for a full refund.
- - For returns initiated within 30 days of purchase and delivered within 45 days of purchase - Choose between a refund to your original form of payment or store credit in the form of AquaPoints*
- - For returns initiated after 30 days but before 365 days of purchase - We will issue your refund in the form of AquaPoints, which you can use like cash on our site!
RETURN POLICY LIMITATIONS:
- - Products like additives, medication, reagents, test kits, food, etc., with the expiration date of less than 12 months at the time the return is requested, are only eligible for returns within 30 days of purchase.
- - All UV Sterilisers and UV Components are limited to a 30-day return only.
- - Ozotech Ozone Generators and Dryers are limited to a 30-day return only.
- - All Air Blowers and Air Compressors are limited to a 30-day return only.
- - All Water Chillers are limited to a 30-day return only.
- - All External Water Pumps are limited to a 30-day return only.
- - All Aquariums and Stands are limited to a 30-day return only.
- - All Neptune Controllers are limited to a 30-day return only.
- - All Hydros Controllers are limited to a 30-day return only.
- - All Hanna Instruments Controllers/Testers/Meters are limited to a 30-day return only.
Returns
In order to receive a full refund of your purchase price, the item(s) must ...
- - be unused.
- - be in its original packaging, which must also be in new condition (including sealed internal packing)
- - include all parts, warranty and registration cards, instructions, special packaging, etc.
- - be mailed with return authorisation no later than 365 days from the date received. Please insure all shipments. We can not be responsible for packages that arrive damaged due to mishandling or poor packaging.
- - Products that are cut to size (Flexible tubing, PVC tubing, air tubing, RO tubing, CO2 tubing, and aquarium backgrounds) can not be returned.
- - We are unable to process refunds or exchanges on any returned item that does not fit these requirements.
NOTES:
- - Shipping charges are not refundable. Orders processed without shipping charges, or where shipping charges have been waived or subsidised, will be charged actual shipping expenses, which are not subject to return credit.
- - The customer is responsible for all return shipping costs.
- - Your refund will only be given after we have received the returned item in its original, undamaged condition.
- - All items require authorisation before returning.
- - Please allow up to 2 weeks for processing.
Requesting RMA
All returned products need to be sent back to us with the "RMA Inventory Control Sheet".
- - In order to return the product, simply log into your account, go to the RMA section, and click on the "Request New RMA" link.
- - From the drop-down box, select the order number and check which product you are returning.
- - Select if the product is new or used and if you are returning it for a refund or exchange.
- Attach a file or picture if needed.
- - Click the "Submit Request" button.
- - Your RMA request will be reviewed within 24 hours. Once the request is approved, you will receive an email confirmation.
- - Once you have received confirmation that your RMA has been approved, go to your account and from the RMA section of your account, print the "RMA Inventory Control Sheet"
- - Include this printout with your return.
All returned merchandise should be shipped to the following address unless otherwise instructed:
AquaCave RMA Dept.
RMA# (your order #)
27861 Irma Lee Cir.
Lake Forest IL 60045
847-775-0640
Damaged Merchandise
In the unlikely event that your shipment arrives damaged, please contact us within 12 hours of delivery. We will do everything we can to get a replacement sent out as soon as possible.
Restocking Fees
Most return items are processed with no restocking fees.
Restocking fees are implemented on some products either due to the manufacturer's policy (for products shipped directly from Manufacturers) or the type of products (large light fixtures, chillers, and acrylic filters) which require considerable handling time in order to bring the product back to resalable condition.
The following items have restocking fees applied to them at the time of return:
- - All Sumps, Biofilters, and Refugiums: 20% Restocking Fee
- - All Light Fixtures, 48" or longer: 20% Restocking Fee
- - All OPEN Neptune Systems Controllers and Components: 20% Restocking Fee
- - All OPEN Hydros Controllers and Components: 20% Restocking Fee
- - All UV Sterilisers and Components: 20% Restocking Fee
- - All External Water Pumps: 20% Restocking fee
- - All Aquariums and Stands: 20% Restocking fee
- - All Chillers: 20% Restocking Fee
- - All Regenerative Blowers: 25% Restocking fee
- - All Sweetwater Air Compressors: 25% Restocking Fee
- - All Hanna Instruments Controllers/Testers/Meters: 25% Restocking Fee
Damage Claims
A damage claim will be filed with the carrier. Because the carrier may choose to pick up both the damaged item(s) and packaging material for inspection, we ask that you hold on to these items for 14 business days from the date you report the damage to us. If the carrier does not pick up the damaged merchandise within this time period, you may then dispose of the damaged item(s) and packaging material.
NOTE: All shipping damages must be reported within 24 hours of delivery.
Defective Merchandise
Each manufacturer has a different policy regarding defective merchandise. In many cases, we will be able to take your defective product and ship out a replacement. However, some manufacturers require that you deal with them directly. In either event, we will work with you to ensure that your defective item(s) are replaced as quickly as possible.
NOTE: After 30 days from the time your order is placed, all electrical equipment and light bulbs are covered by the manufacturer's warranty and should be returned directly to the manufacturer for repair or replacement.
Canceled Orders
You may cancel any order, except special orders, custom equipment, and tubing sold per foot, without penalty, prior to shipping. If you cancel the order after we have shipped it, or you refuse delivery on your order, we will refund the price of the product minus all applicable, actual shipping fees (including actual initial shipping fees, return shipping fees, and additional carrier charges).
Failed Delivery
If the carrier is unable to deliver the package to you, you can either have us re-attempt shipment or you can cancel the order. In both cases, you will be charged for all shipping fees.
Our first goal is to get you the correct product at a great price and follow up with great service. Before ordering a product you are unsure of, please call us and we will be happy to help you out. This will allow you to order the correct products in the first place.
In the event that there is a problem with your order, we will work with you until it is resolved.