Return & Refund Policy

Last Updated: June 2026

At True Aquatics, we strive to provide quality aquarium products and excellent customer service. If you are not completely satisfied with your purchase, please review our return and refund policy below.

Return Eligibility

To qualify for a return, items must meet the following conditions:

Returned within 30 days of delivery.
Unused and in original condition.
Returned in the original packaging whenever possible.
Accompanied by proof of purchase or order confirmation.

Items that are damaged due to misuse, improper installation, normal wear and tear, or customer modification may not be eligible for a refund or replacement.

Non-Returnable Items

The following items are generally not eligible for return:

Clearance or final sale items.
Gift cards.
Personalized or custom-made products.
Opened consumable products, including foods, supplements, treatments, or water conditioners.
Items marked as non-returnable on the product page.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please provide:

Your order number.
A description of the issue.
Clear photographs of the product and packaging.

We will review the information and work to provide a replacement, store credit, or refund when appropriate.

Refund Process

Once your return has been received and inspected, we will notify you regarding the status of your refund.

Approved refunds will be issued to the original payment method used during checkout.

Please allow 5–10 business days for your financial institution to process and post the refund after it has been issued.

Return Shipping

Customers are responsible for return shipping costs unless:

The item was received damaged.
The incorrect item was shipped.
The product arrived defective.

We recommend using a trackable shipping service for all returns, as we cannot guarantee receipt of returned items without tracking information.

Order Cancellations

Orders may be canceled prior to shipment.

Once an order has been processed or shipped, cancellation may not be possible. Customers may need to follow the standard return process after delivery.

Lost or Delayed Shipments

While we work with trusted shipping partners, delivery times may occasionally vary due to carrier delays, customs processing, weather conditions, or other circumstances beyond our control.

If you believe your package has been lost in transit, please contact us and we will assist in investigating the shipment.