Our Commitment to Your Satisfaction

At Real Aquatics Store, we’re dedicated to ensuring your complete satisfaction with every purchase. We understand that creating the perfect aquatic environment requires precision and quality products. If for any reason you’re not completely satisfied with your purchase, our straightforward returns and exchanges process is here to help.

Return & Exchange Eligibility

You may return or exchange items within 15 days of delivery if:

  • The product is defective or damaged upon arrival
  • You received the wrong item
  • The product is unopened and in its original packaging
  • All original tags and labels are attached

Non-Returnable Items

To ensure the health and safety of our aquatic community, the following products cannot be returned or exchanged:

  • Beneficial Bacteria – Once opened, these live cultures cannot be resold
  • Active Carbon – Due to its absorbent nature and potential contamination
  • Algae Control products – For safety reasons once seal is broken
  • Bio Balls & Moving Bed Media – Cannot be returned once removed from packaging
  • Any products that have been opened, used, or installed in aquarium systems
  • Personalized or custom-ordered items

Return Process – Step by Step

Step 1: Submit Return Request

Within 15 days of receiving your order, submit a return request using our template below. Email your completed request to: [email protected]

Step 2: Wait for Authorization

Our customer service team will review your request within 1-2 business days and provide:

  • Return Authorization Number
  • Shipping instructions and return address
  • Any additional instructions if needed

Step 3: Package Your Return

Please ensure:

  • All items are in original packaging
  • Include the original invoice or packing slip
  • Write your Return Authorization Number on the outside of the package
  • Use adequate padding for fragile aquarium equipment

Step 4: Ship Your Return

Ship your return to:

Real Aquatics Store
4195 Pooh Bear Lane
Greenville, SC 29601
USA

Important: We recommend using a trackable shipping service and retaining your shipping receipt until your return is processed. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Return Request Template

Copy and paste the template below into your email, filling in the required information:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Real Aquatics Store Customer Service,


I would like to request a [return/exchange] for my recent order.


Order Information:

Order Number: [Your Order Number]

Order Date: [Date of Order]

Customer Name: [Your Full Name]

Email Address: [Your Email Address]

Product Details:

Product Name: [Name of Product]

Quantity: [Number of Items]

Reason for Return/Exchange: [Please provide detailed reason]

Preferred Resolution:

□ Refund

□ Exchange for: [Product Name and SKU if known]

I confirm that the product is [unopened/defective/damaged] and meets your return policy requirements.


Thank you for your assistance,

[Your Name]

Refund Information

Processing Time

Once we receive your return:

  • Allow 3-5 business days for inspection and processing
  • Refunds will be issued within 5-7 business days after approval

Refund Method

Your refund will be issued to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days to appear on your statement
  • PayPal: 3-5 business days to reflect in your account

Note: Original shipping fees are non-refundable. For exchanges, we’ll cover the shipping costs to send your replacement item.

Exchange Process

For exchanges to a different product:

  • Follow the same return process outlined above
  • Clearly indicate the product you’d like to exchange for in your request
  • We’ll ship your replacement once we receive and process your return
  • Standard shipping times apply for replacement items

Damaged or Defective Items

If you receive a damaged or defective product:

  • Contact us within 48 hours of delivery
  • Include photos of the damaged item and packaging
  • We’ll typically send a replacement immediately without waiting for return shipping
  • In some cases, we may request return of the damaged item

International Returns

As we serve customers globally (excluding most Asian countries and selected remote regions):

  • International customers are responsible for return shipping costs
  • Customs fees and import duties are non-refundable
  • Please indicate “RETURNED GOODS” on customs forms to avoid additional charges

Questions?

Our dedicated aquatic enthusiasts are here to help! Contact us at:

Email: [email protected]

Address: Real Aquatics Store, 4195 Pooh Bear Lane, Greenville, SC 29601 USA

We typically respond within 24 hours during business days.

Thank you for choosing Real Aquatics Store for your aquatic needs. We’re committed to ensuring your complete satisfaction and helping you create the perfect underwater environment!