Return and Refund Policy
Return & Refund Policy
Last Updated: 30 July 2026
At Aqua Green Pet, customer satisfaction is our priority. We carefully inspect and securely pack every order before dispatch. If you receive a damaged, defective, incorrect, or incomplete order, we're here to help.
Please read this policy carefully before placing an order or submitting a return request.
1. Eligible Reasons for Return, Replacement or Refund
You may request a return, replacement, refund, or store credit if:
- You received a damaged product.
- You received a defective or non-working product.
- You received the wrong product.
- One or more items are missing from your order.
- The product delivered is significantly different from what was ordered.
All requests are subject to verification and approval by Aqua Green Pet.
2. Reporting Time
Damaged / Defective / Wrong / Missing Items
These issues must be reported within 48 hours of delivery.
Requests submitted after 48 hours may not be accepted.
Standard Returns
For eligible products, return requests must be submitted within the return period mentioned on the respective product page or on our website.
3. Non-Returnable Items
The following items are generally not eligible for return:
- Live aquarium plants
- Live fish
- Perishable products
- Opened consumable products
- Customized products
- Special-order items
- Gift cards or promotional vouchers (if applicable)
Exception
If any of the above items arrive:
- Damaged
- Defective
- Incorrect
- Missing due to packing errors
you may be eligible for a replacement, refund, or store credit after successful verification.
4. Proof Required
To process your request, you may be asked to provide:
- Order ID (ORD-####)
- Clear photographs
- Clear video showing the issue
- Product GTIN/Barcode (if available)
- Unboxing video (highly recommended)
For claims regarding:
- Wrong product
- Missing items
- Damaged products
an unboxing video significantly helps us verify the issue.
If your video is too large to upload through the return request form, please email it to:
aquagreenpet@gmail.com
Please mention your Order ID in the email subject.
5. Product Condition
Returned products must:
- Be unused whenever applicable
- Be in original condition
- Include original packaging
- Include all accessories
- Include manuals
- Include tags and labels
Products showing signs of misuse, physical damage caused after delivery, modification, or missing parts may not qualify for return.
6. How to Request a Return
- Log in to your Aqua Green Pet account.
- Open My Orders.
- Select the relevant order.
- Click Raise a Return Request.
- Accept the Terms & Conditions.
- Select the appropriate return reason.
- Describe the issue clearly.
- Upload supporting photos/videos.
- Submit your request.
Our support team will review your request and contact you if additional information is required.
7. Verification Process
Every request undergoes verification.
Our team may:
- Request additional photos
- Request additional videos
- Ask for product details
- Contact you for clarification
Failure to provide requested information may result in rejection of the request.
8. Return Shipping
Depending on the nature of the issue:
- We may arrange reverse pickup.
- We may request you to self-ship the item.
- Return shipping instructions will be provided after approval.
Please do not ship any product without approval.
Unauthorised returns may not be accepted.
9. Replacement Policy
If your request is approved, we may offer:
- Product replacement
- Replacement of missing item(s)
- Replacement of damaged accessories
Replacement depends on product availability.
If the product is unavailable, we may instead offer a refund or store credit.
10. Refund Policy
Once your return is approved and, where applicable, the returned product has been received and inspected, your refund will be processed.
Refunds are generally issued to the original payment method.
If that is not possible, another suitable refund method may be offered.
Refund processing time depends on the payment provider or bank.
11. Store Credit
In certain situations, Aqua Green Pet may provide store credit instead of a refund.
Store credit can be used for future purchases on our website.
12. Order Cancellation
Orders can usually be cancelled only before they are packed or dispatched.
Once an order has been shipped, cancellation is generally not possible.
13. Live Plants & Live Fish
Every live plant and live fish is carefully inspected before packing.
Natural variations in:
- Colour
- Size
- Shape
- Leaf count
- Growth pattern
are normal and are not considered defects.
Minor leaf melting or stress during transit may occur due to shipping and environmental changes and is generally temporary.
Customers should acclimate live plants and livestock properly after delivery.
14. When Returns May Be Rejected
Your request may be declined if:
- Reported after the allowed time period.
- Insufficient proof is provided.
- Product has been used improperly.
- Product has been intentionally damaged.
- Product is returned without approval.
- Information provided is false or misleading.
15. Fraud Prevention
Aqua Green Pet reserves the right to reject fraudulent or abusive claims.
Repeated misuse of our return policy may result in cancellation of future orders or restriction of account privileges.
16. Contact Us
If you need assistance, please contact our support team.
Email: aquagreenpet@gmail.com
Please include your:
- Order ID
- Registered mobile number
- Description of the issue
to help us assist you faster.
17. Policy Changes
Aqua Green Pet reserves the right to modify this Return & Refund Policy at any time without prior notice.
The latest version published on our website shall always apply.
By placing an order with Aqua Green Pet, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.