Refund policy

RETURN & REFUND POLICY

This Return & Refund Policy outlines the terms under which customers may request returns, exchanges, or refunds from Royal Aquaria (“we”, “our”, or “the Company”). This policy is designed in accordance with UAE consumer protection laws and is fully compatible with Shopify’s e-commerce requirements.

1. Eligibility for Returns

Customers may request a return within 7 days from the date of delivery if the item meets all of the following conditions:

  1. The item is unused, in its original packaging, and in the same condition as received.

  2. All accessories, manuals, and components are included.

  3. Proof of purchase is provided.

We reserve the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

The following items are not eligible for return or refund:

  1. Livestock (fish, corals, invertebrates, plants).

  2. Custom-made aquariums, custom cabinetry, or special-order items.

  3. Consumables such as foods, chemicals, additives, salts, test kits, or opened filter media.

  4. Items that have been installed, submerged, used, damaged, or altered by the customer.

  5. Any product not returned in its original packaging.

3. Damaged or Defective Items

If an item arrives damaged, faulty, or incomplete:

  1. Customers must notify us within 24 hours of delivery.

  2. Clear photos or videos of the damage/defect must be submitted.

  3. Once verified, we will provide either:

    • A replacement,

    • A repair (when applicable), or

    • A refund.

Damage caused by incorrect installation, mishandling, improper use, or external factors is not covered.

4. Refunds

Once a return is received and inspected:

  1. Approved refunds will be processed within 7–14 business days.

  2. Refunds are issued to the original payment method only.

  3. Shipping fees, installation fees, and service charges are non-refundable.

  4. If the return is due to customer preference, change of mind, or ordering the wrong item, a restocking fee of up to 15% may apply.

5. Exchanges

Exchanges may be granted on eligible products subject to stock availability. If the item is no longer available, a refund or store credit may be issued at our discretion.

6. Return Shipping

  1. Customers are responsible for return shipping costs unless the product is defective or the wrong item was delivered.

  2. Items must be shipped using a trackable courier service.

  3. We are not responsible for items lost or damaged during return transit.

7. Order Cancellations

  1. Orders can be cancelled within 12 hours of placement if not yet processed or dispatched.+

  2. Custom-made or special-order items cannot be cancelled once production has started.

  3. Refunds for cancellations will be processed within 7–14 business days.

8. Special Conditions for Aquariums & Equipment

Due to the nature of our industry:

  1. Aquariums, stands, cabinets, and lighting systems are inspected before delivery.

  2. Claims of cracks, leaks, or defects must be made immediately upon delivery.

  3. Installation-related issues are not covered unless performed by our certified team.

9. Customer Support

For any return, refund, or after-sales inquiries, contact us at:
Email: info@royalaquaria.com
Phone/WhatsApp: +971 50 450 4565

Our team will guide you through the return process and provide all necessary instructions.