Refund policy

1. Returns – Defective Products

In accordance with the Consumer Protection Act (CPA), customers may return defective or faulty goods within 6 months of purchase.

If a product is confirmed defective:

• It may be repaired, replaced, or refunded at no additional cost.

2. Non-Defective Returns (Change of Mind)

Customers may request a return within 7 days of delivery for non-defective products, subject to the following:

• Item must be unused

• Item must be in original packaging

• Proof of purchase required

• Return courier cost may be for the customer’s account

The Aquatic Store reserves the right to charge a reasonable restocking fee where applicable.

3. Non-Returnable Items

The following items may not be returned unless defective:

• Opened fish food

• Water treatments

• Electrical equipment that has been installed or used

• Custom or special-order items

• Live aquatic livestock (if applicable)

4. Livestock Disclaimer

The Aquatic Store does not guarantee survival of aquatic livestock once delivered. Customers are responsible for maintaining correct water parameters, tank conditions, and compatibility.

No refunds will be issued for livestock losses caused by improper tank setup or water quality.

5. Refund Processing

Approved refunds will be processed within 7–14 business days via the original payment method.

6. Return Process

To initiate a return, customers must email: support@theaquaticstore.co.za
Include:

• Order number

• Description of issue or reason for return

• Clear photos (if product is damaged or defective)