Return Policy & Claims

At AquaticMotiv, your satisfaction is our top priority. If for any reason you need to make a claim, return and item, or request a refund, please review the policy below to understand your option.

General Return Rules

We gladly accept returns within 30 days of delivery for non-living items that are unused, unopened, and in their original condition.

All returns must include the original packaging, tags, and inserts. Items that have been open, used, or are missing components may not qualify for a refund.

LIVESTOCK ISSUES / DOA

 

Claims for damaged, defective, or missing items

We take quality control very seriously, but if something isn't right, we're here to make it right.

Damaged products: If your order arrives damaged, please contact us within 48 hours of delivery at info@aquaticmotiv.com or via our Contact form. Include the following in your message:

  • Your order number
  • Photos of damaged box, packaging, of affected products
  • A brief description of the issue

After contacting us, and after we give you the green light to return an item, you can do so by shipping the item to the address we will then provide to you. Do NOT return any items without contacting us first.

Defective products and accessories: If you receive a defective item, notify us within 2 days of delivery with photos clearly showing the defect.

Missing items: If an item is missing from your box, reach out to us right away with your order number and details on the missing item. We'll verify and promptly send the missing item or issue a refund.

Please note that claims submitted after the 2-day window may not qualify for replacements or refunds.

 

Exchanges

We offer exchanges only for items that arrive defective, damaged, or missing. If you need to exchange an item for any of these reasons, please contact us for detailed instructions.

 

Refunds

Once we receive and inspect your return, we'll send you an email confirmation to let you know it has arrived and whether your refund has been approved.

  • Approved refunds are processed within 1-2 business days to your original payment method.
  • Shipping fees are non-refundable. Refunds apply only to product cost, unless the return is due to our error (for example, receiving the wrong or a defective item).

All on sale items are final!

 

Return shipping
  • Customers are responsible for return shipping costs unless the return is the result of our error.
  • We strongly recommend using a trackable shipping service to ensure your return reaches us safely, as AquaticMotiv cannot be responsible for packages lost in transit.
  • If a package is returned due to an incorrect or incomplete address provided at checkout, the customer will be responsible for any reshipment fees.
  • In such cases, if a refund is requested, it will be issued minus the original shipping charges.

 

Order cancellations

Orders can be canceled within 24 hours of purchase, provided they have not yet been processed or shipped.

Once an order has been processed or shipped, it cannot be canceled. However, you may initiate a return once the order has been delivered by following our standard return process.

       

      • CLAIMS FOR LIVE ANIMALS HAVE TO BE SUBMITTED WITHIN 48 HOURS OF THE ARRIVAL OF YOUR PACKAGE. Guarantee will be voided if you do not submit your claim within this given time!
      • SNAILS/FISH/SHRIMP - Guarantee is voided if purchased livestock is kept with any incompatible/aggressive species in your aquarium.

      We will not refund or replace any damaged item claims if proper pictures are not shown as stated above!