Returns Policy
We are staffed with extremely knowledgeable reef hobbyists who are well-trained in all the products we carry. Our #1 goal is to provide you with quality products, at good prices, with great service. If you have any questions or are unsure about an item before ordering, feel free to contact us at
support or
customercare@ocreef.com to help you get the right product the first time.
As part of our no-risk customer guarantee, you may return your unopened/unused merchandise at any time within 60 days for a full merchandise refund. It's part of our no-risk customer guarantee. We'll never charge you a restocking fee. If the supplier's original packaging and seal is still intact, you may return the product to us within 60 days from purchase for an exchange, merchandise credit or refund (excluding shipping and handling charges). Return shipping to us is at your own expense.
NOTE: Products are covered under the manufacturer's warranty. All products we sell are guaranteed by the manufacturer for defects. The Rio and Seio products are guaranteed for 180 days, and all light and uv sterilizer bulbs, are warranted by the manufacturer for defects for 90 days. Please contact the manufacturer directly for warranty service. The
Manufacturer Contact Information page has the contact info for all the manufacturers.
Returns: Please carefully follow the directions below:
Returns must ...
- Include a Return Authorization notice, issued by OCReef Customer Care;
- Be unused;
- Be in its original package;
- Include all parts, warranty and registration cards, instructions, special packaging, etc.;
- Packaged with protective packing materials. (We are not responsible for packages that
arrive damaged due to mishandling or incorrect packaging. Please insure shipments.)
NOTICE:
Shipping charges are non-refundable. Once returned items have been received by OCReef Aquatics, in accordance with the above directions, store credit or replacements will be processed.
Damaged Merchandise
In the unlikely event that your shipment arrives damaged, contact us within 24 hours of delivery. Along with filing a damage claim, a photo picture of the damaged item will be required.
To immediately expedite the claims process, email pictures of damaged items to support. We will do everything we can to get a replacement sent out as soon as possible. Note: you will need to be logged into your account to access the image upload form, to send us a photo picture.
Restocking Fees - We'll never charge you a restocking fee like our competitors!
Our competitors may charge you up to a 25% restocking fee on certain items, including:
- Select protein skimmers, sump filters and refugiums
- CPR Aquatics: Refugiums, CPR Wet/Dry Filters, and Cyclone Bio Filters
- Precision Marine: Sumps, Bio Filters, Refugiums, and XL Protein Skimmers
- ADHI: Sumps, Bio Filters, and Refugiums
- All light fixtures
After a filed damage claim:
The carrier may choose to pick up both the damaged item(s) and packaging material for inspection. Therefore, please save these items for 14 business days from the date you report the damage to us.
Defective Merchandise
The manufacturers require that you deal with them directly. We will work with you to insure that your defective item(s) is replaced/repaired as quickly as possible.
Cancellation of Order
You may cancel standard orders without penalty, prior to shipping. However, a Cancellation Fee may apply to special orders, custom equipment, background and tubing sold per foot.
Failed Delivery
Always double-check your shipping address and information entered in the form fields for accuracy, before finalizing an order. If the package cannot be delivered as scheduled, a re-delivery attempt will be made. If the re-delivery fails again, and the package is returned to OCReef Aquatics, you may be responsible for additional shipping fees.
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