Return Policy

 

Our first goal is to get you the correct product at a great price and follow up with great service. Before ordering a product you are unsure of, please call us and we will be happy to help you out. This will allow you to order the correct products in the first place.

In the event that there is a problem with your order, we will work with you until resolution.

 

Returns

In order to receive a full refund of your purchase price the item(s) must ...

  1. be unused.
  2. be in its original packaging which must also be in new condition (including sealed internal packing)
  3.  include all parts, warranty and registration cards, instructions, special packaging, etc.
  4. be mailed with return authorization no later than 30 days from the date received. Please insure all shipments. We can not be responsible for packages that arrive damaged due to mishandling or poor packaging.
  5. Products that are cut to size (Flexible tubing, PVC tubing, air tubing, RO tubing, CO2 tubing, and aquarium backgrounds) can not be returned.
  6. We are unable to process refunds or exchanges on any returned item that does not fit these requirements.

NOTES

  1. Shipping charges are not refundable. Orders processed without shipping charges, or where shipping charges have been waived or subsidized, will be charged actual shipping expenses which are not subject to return credit.
  2. The customer is responsible for all return shipping costs.
  3. Your refund will only be given after we have received the returned item in original, undamaged condition.
  4. All items require authorization before returning.
  5. Please allow up to 2 weeks for processing.

 

Requesting RMA

All returned products need to be sent back to us with "RMA Inventory Control Sheet".

  1. In order to return the product simply log into your account, go to the RMA section, and click on the "Request New RMA" link.
  2. From the drop-down box select the order number and check which product you are returning.
  3. Select if the product is new or used and if you are returning it for a refund or exchange.
  4. Attach file or picture if needed.
  5. Click the "Submit Request" button.
  6. Your RMA request will be reviewed within 24 hours. Once the request is approved you will receive an email confirmation. 
  7. Once you received confirmation that your RMA has been approved go to your account and from the RMA section of your account print "RMA Inventory Control Sheet"
  8. Include this printout with your return. 

 

All returned merchandise should be shipped to the following address unless otherwise instructed:

AquaCave RMA Dept.

27861 Irma Lee Cir.

Lake Forest IL 60045

847-775-0640

 

Damaged Merchandise

In the unlikely event that your shipment arrives damaged, please contact us within 12 hours of delivery. We will do everything we can to get a replacement sent out as soon as possible.

 

Restocking Fees

Most return items are processed with no restocking fees.

Restocking fees are implemented on some products either due to the manufacturer's policy (for products shipped directly from Manufacturers) or type of products (large light fixtures, chillers, and acrylic filters) which require considerable handling time in order to bring the product back to resalable condition.

Following items have restocking fees applied to them at the time of return:

  1. CPR Aquatics: HOB Refugiums: 20% Restocking Fee
  2. ESHOPPS sumps, biofilters, and refugiums: 20% Restocking Fee
  3. TRIGGER SYSTEMS Sumps and Refugiums: 20% Restocking fee
  4. All ATI Light Fixtures: 25% Restocking Fee
  5. All OPEN Neptune Systems Controllers and Components: 20% Restocking Fee
  6. All Other Light Fixtures, 48" or longer: 20% Restocking Fee
  7. Aqua UV Classic Sterilizers, 57W or larger: 20% Restocking Fee
  8. Aqua UV Stainless Steel and Statuary Sterilizers: 20% Restocking Fee
  9. Aqua UV Viper Sterilizers and Bulbs: 20% Restocking Fee
  10. All Aquariums and Stands: 20% Restocking fee
  11. All Chillers: 20% Restocking Fee
  12. Atlantic Blowers: 25% Restocking fee
  13. Whitewater Blowers: 25% Restocking Fee
  14. Sweetwater Blowers and Air Compressors: 25% Restocking Fee

 

Damage Claims

A damage claim will be filed with the carrier. Because the carrier may choose to pick up both the damaged item(s) and packaging material for inspection, we ask that you hold on to these items for 14 business days from the date you report the damage to us. If the carrier does not pick up the damaged merchandise within this time period, you may then dispose of the damaged item(s) and packaging material.  

 

NOTE: All shipping damages must be reported within 24 hours from the time of delivery.

 

Defective Merchandise

Each manufacturer has a different policy regarding defective merchandise. In many cases, we will be able to take your defective product and ship out a replacement. However, some manufacturers require that you deal with them directly. In either event, we will work with you to ensure that your defective item(s) is replaced as quickly as possible.

 

NOTE: After 30 days from the time your order is placed, all electrical equipment and light bulbs are covered by the manufacturer's warranty and should be returned directly to the manufacturer for repair or replacement.

 

Double Ended HQI Metal Halide Lamps: All aquarium lamps including HQI metal halide lamps are warranted against manufacturer defect only. Damage to the lamp ceramic sockets is not covered under this warranty. We inspect every single lamp at the time of shipment to ensure that no damaged lamp is shipped to the customer.

 

Canceled Orders

You may cancel any order, except special orders, custom equipment, and tubing sold per foot, without penalty prior to shipping. If you cancel the order after we have shipped it, or you refuse delivery on your order, we will refund the price of the product minus all applicable, actual shipping fees (including actual initial shipping fees, return shipping fees, and additional carrier charges).

 

Failed Delivery

If the carrier is unable to deliver the package to you, you can either have us re-attempt shipment or you can cancel the order. In both cases, you will be charged for all shipping fees.

Our first goal is to get you the correct product at a great price and follow up with great service. Before ordering a product you are unsure of, please call us and we will be happy to help you out. This will allow you to order the correct products in the first place.

In the event that there is a problem with your order, we will work with you until resolution.

 

 

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