Refund policy

We offer a 30-Day Money-Back Guarantee on most items for returns of new, unused, and resalable products. Prior approval is required on all orders

• You have 30 days from the date of delivery to request a return. Prior approval is required
• Returns are accepted only on brand new, unused, and untested items in original packaging with all parts, manuals, and accessories included.
• We cannot accept returns for items that have been used, installed, tested, or show signs of wear (including items with water run through them).
  
• Shipping and handling fees are non-refundable.
• Items returned opened, missing parts, damaged, or not in new/resalable condition will be refused or may be subject to a higher restocking fee, up to 100%, if accepted.

All returns must include the original product box and/or packaging. 

• If the original packaging/manual is not included, we reserve the right to refuse the return and return the item at your expense, or apply deductions where applicable.
• Exchanges: We do not offer exchanges.
• The customer is responsible for all return shipping costs.
• Non-returnable: UV lamps and special orders.
• Non-returnable: Consumables (food, water treatments, medications) and cut items (tubing, liners, underlayment).
• Non-returnable: Live Koi
• If your order included free or discounted shipping and you return it (or refuse the shipment), our shipping/handling cost may be deducted from your refund.