If you would like to return or exchange an item, you may do so within 30 days of the date your order was shipped. Returned items must be new and unused, in the original packaging, along with all parts, pieces, accessories, manuals, cables, etc.
To initiate a return or exchange, you must first complete a Return Merchandise Authorization (RMA) form. Due to the nature of our products, all returns must be authorized prior to being sent back. If a return is received without an assigned RMA, it will be refused and a refund will not be issued.
The cost of return shipping will be deducted from your refund. All returns are subject to a €15 Restocking Fee.
The following items are not eligible for returns/exchanges:
- Gift Cards
- Clearance or Sale Items
- Custom Aquariums
- Open-Box Items
Return Instructions & Procedure:
1. Complete the Return Merchandise Authorization (RMA) Form found here. Please ensure the weight and dimensions of your return are filled out on the form. We cannot approve your return and generate your return label without this information.
2). Once received, your RMA Form will be reviewed by our Customer Success team. If accepted, a return shipping label will be provided to you. If your item requires a freight carrier, we will schedule a call tag and arrange for a freight pick-up. To verify the condition in which the items are leaving your possession, please take a photo prior to sending.
3). Small parcel returns can be dropped off at your local collection center or drop box. If your item requires a freight carrier, the carrier will schedule an appointment for pick-up at your home or business.
4). Once your return arrives at our warehouse, our team will inspect the package and contents. Upon acceptance, your applicable refund will be processed back to your original form of payment, or a store credit/gift card, whichever is preferred. Please note that all refunds are less the amount of the cost of the return shipping label and subject to a €15 Restocking Fee.
5). Please allow 7-10 business days for your bank or credit card company to post the refund to your account. Store Credit or Gift Card will be issued to you within 2 business days.
Rejected Returns & Partial Refunds:
Any return received that is not new, unused and in its original packaging and condition may be rejected or eligible for a partial refund only. This is at the discretion of Waterbox Aquariums.
Any item that is returned more than 30 days after it was originally shipped, may be rejected or eligible for a partial refund only. This is at the discretion of Waterbox Aquariums.