Effective Date: May 13, 2025
This Returns and Refund Policy (“Policy”) outlines the process for returning items purchased on Stillwater Aquatics’ website (the “Website”).
Our Commitment
We strive to provide high-quality aquatic supplies and exceptional customer service. We understand that sometimes purchases may need to be returned. This Policy ensures a fair and transparent return process for all customers.
What can be returned?
You can return most unused and unopened items within 5 days of receiving them. Exceptions include:
- Live Animals and Plants: Due to their delicate nature, live animals and plants cannot be returned.
- Custom-made Products: Any product customized specifically for your order cannot be returned.
- Opened or Used Items: For hygiene and quality control reasons, we cannot accept returns of opened or used items.
How to initiate a return?
To initiate a return, please follow these steps:
- Contact our customer service team by email at info@stillwateraquatics.com within 5 days of receiving your order.
- In your email, specify your order number, the item(s) you wish to return, and the reason for your return.
- Our customer service team will review your request and provide you with a Return Merchandise Authorization (RMA) number and instructions on how to return the item(s).
Return Shipping
You are responsible for the cost of returning the item(s) to us. We recommend using a trackable shipping method with insurance as we cannot be held responsible for lost or damaged items in transit.
Refunds
Once we receive your returned item(s) and verify that they meet the return criteria, we will issue a full refund to your original payment method within seven (7) business days. Shipping charges will only be refunded if the return is due to our error.
Exchanges
We currently do not offer direct exchanges. However, you can return your unwanted item(s) for a refund and then place a new order for the desired product(s).
Warranty Claims
If you receive a defective or damaged item, please contact our customer service team immediately. They will work with you to resolve the issue, which may include a replacement, repair, or refund.
Contact Us
If you have any questions about this Policy or the return process, please contact our customer service team by email at info@stillwateraquatics.com