Return and Refund Policy

Last updated December 20, 2023

Thank you for your purchase. We hope you are happy with your order. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund, store credit, or an exchange. Please see below for more information on our return policy.

Eligibility for Returns

To be eligible for a return, your item/items must be in the same condition that you received them—unused, undamaged, and in the original product packaging. Proof of the damaged product must be documented with videos or photos and shared by email to aquagreenpet@gmail.com with the subject line “Returns: <Order Number>” in order to obtain a Return Merchandise Authorisation (RMA) number. You’ll also need to include the receipt or proof of purchase.

All photos or videos must be shared within 12 hours after the parcel has been delivered.

Items must be returned in new and unused condition with all original tag labels attached.

Important:

Glass items, live plants, and live fishes are not eligible for return.

However, if these items are received damaged during transit, a refund will be issued in line with our refund policy after proper verification.

If a product does not meet the above requirements, Aqua Green Pet reserves the right to deny the return.

Damage & Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you receive the wrong product, so that we can evaluate the issue and make it right.

Returns

All returns must be postmarked within ten (10) days of the purchase date.

Items sent back to us without first requesting a return will not be accepted.

In the event an item is damaged during transit, Aqua Green Pet will bear the shipping expense.

If your return is accepted, we’ll provide a return shipping label with the RMA number, as well as instructions on how and where to send your package.

Delivery time will be considered as per the courier company’s official tracking records.

Refunds & Exchanges

After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least seven (7) days from the receipt of your item for processing.

Refunds may take 1–2 billing cycles to appear on your credit card statement, depending on your card company.

You will be notified by email when your refund has been processed.

Please note: We do not refund the shipping or packing costs.

Cancellation Policy

Customers may cancel an order any time before it is dispatched. Once the order is out for delivery, it cannot be cancelled. However, the customer may reject it at the doorstep.

The cancellation window varies depending on the product category. After the specified time has passed, cancellation may not be free, and a cancellation fee may be applied. Details mentioned on the product page or order confirmation page will be considered final.

If Aqua Green Pet cancels an order due to unforeseen circumstances, a full refund will be issued for prepaid orders.

Aqua Green Pet reserves the right to accept or deny cancellations, and may waive or modify the cancellation window or fee at its discretion.

Contact Us

For any queries related to returns, refunds, or cancellations, please contact our team at:
📧 aquagreenpet@gmail.com

📞 Phone/WhatsApp: 06291125876