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Returns Policy

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 fish tank supplies, at good prices, with great service. In an effort to help keep prices low, we ask that if you have any questions or are unsure about an item before ordering, please email us first 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, in complete brand new condition general aquarium supply merchandise at any time 365 days a year for a merchandise credit, less shipping (excluding electronics, live goods, lamps, ballasts, & light fixtures). It's part of our no-risk customer guarantee. If the supplier's original packaging and seal is still intact and the item has not been used at all, you may ship the product back to us for an exchange, or merchandise credit (excluding shipping and handling charges). Must have original receipt as proof of purchase, you must be the original buyer, and have an account on file with OCReef.

The 365 day no-risk customer guarantee applies to regular aquarium supply "hard-good" items only and not lamps, ballasts, parts, light fixtures, lighting equipment, live goods, expired or expiring items, or any liquids, including: trace elements, and water conditioners; this is due to the nature of these products.

SHIPPING FEES ARE NON-REFUNDABLE:

Shipping fees for all orders are non-refundable. This helps us to maintain everyday low prices, making the reef aquarium hobby affordable for everyone, year-round.

Shipping fees are non-refundable, including the return of merchandise for any reason, including defects or if an item received damage while in transit to you. See more examples below:
  • 1. You accidently ordered the wrong size product, and you want to return it.
  • 2. You want to cancel your order, after it has already been shipped out.
  • 3. Product did not meet your expectations, and you want to return it.
  • 4. You accidently gave an incorrect ship to address during check-out, resulting in a missed delivery.
  • 5. In the rare event the item was damaged by the shipping carrier while in transit (we'll send a replacement and/or replacement part when available).
  • 6. In the rare event that a brand new completely unused product is defective when you receive it, and you decline to receive a repair or replacement, the cost of return shipping is non-refundable. A reminder that all products we sell are warranted by the manufacturer for defects with a repair or replace warranty.

    Defects: Even though we try our very best to only offer high quality products, we do realize that product defects can occur, and apologize in advance should you receive one. Please understand that they are not intentional by OCReef.com or the manufacturer, and the item can always be repaired or replaced. Typically the manufacturer themselves will send you a replacement product or replacement part. Please be patient while a replacement product or replacement part is being sent to you, this will help you to avoid paying a return shipping fee, should you decide to return the item instead.
*When returning an unopened brand new item for a refund, you can ship it with your choice of shipping carrier at your expense, following the return instructions at bottom. We can assist with this process if you need help with it.

*If the order was shipped to the customer for free, we will deduct from the refund the original shipping charges that we paid to our shipping carrier.

Insured return shipping to us is at your own expense, the original shipping charges will not be refunded, under any circumstances. If a returned product is damaged in transit back to OCReef.com, we cannot provide a refund for the returned products. The customer is responsible for placing an insurance claim with the shipper. We will hold on to the damaged product for one month. We do not take returns on lamps under any circumstances.

NOTE: 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.

REGARDING LIVE GOODS:

NOTE: We do not take returns or issue refunds on Live Corals, Copepods, Mangrove Plants, Chaeto Macro Algae, Red Grape Algae, Ulva Sea Lettuce, Bamboo Plants, and Hermit Crab Shells under any circumstances. If you need the Mangrove Plants, Chaeto Macro Algae, Red Grape Algae, Ulva Sea Lettuce, or Bamboo Plants shipped expedited 2 day, due to your arrival destination, you must notify us, otherwise these items get shipped regular priority mail.

REGARDING LED LIGHTING FIXTURES:

NOTE: In the event should you have to ship a warranted defective light back to us for repair or replacement, we do not cover the shipping costs. No exceptions. In the rare event should you need a replacement light fixture shipped to you, you will receive a replacement of comparable value, if your original model light is no longer available or is no longer being produced. We are not responsible for your fish or corals while your light is being repaired or while you are waiting for a replacement light to be shipped to you. Please always keep an emergency light fixture, so that you'll have it in the case of an emergency.

NOTE: In the extremely rare event should a component on your light fixture break while in transit with the shipping carrier, (for example a fan or bracket), upon notification we'll have our supplier send you the replacement component, which are typically very easy for the average aquarium hobbyist to install. Note that by installing this component, it will not constitute as voiding the warranty. We provide this help, when needed, to keep you from having to go through the aggravation of filing a claim with the shipping carrier. If you are not inclined to installing a broken component, then you will need to a file a claim with the shipping carrier, as needed.

OCREEF LED LIGHT FIXTUREs DEFECT WARRANTY: Limited 12-month non-transferable warranty on specified models. Warranty voided if opened, damaged, tampered, or submerged in water. Warranty voided if opened, unless specified by an OCReef Representative. Buyer will be responsible for all shipping costs. Defective light fixtures do not hold a monetary trade value, and cannot be traded for a newer or upgraded model, or for the trade of other aquarium products. A defective light is only repaired or replaced, once deemed defective by our manufacturing facility technician supervisor. Products repaired or replaced under warranty are only warranted for the remaining unexpired period of time of the original warranty.

NOTE: The D.I.Y (Do it yourself) LED kits & replacement ballasts do not come with a guarantee / warranty, and are not returnable or refundable. This is due to the nature of this product. If you're experiencing a problem with your replacement ballast contact the manufacturer.

NOTE: PAR38 lamps come with a 90 day warranty for repair or replacement and a 14 day time frame for returning. Repair or replacement does not cover damage to these units for failing to properly dim them with a dimmer rated for LEDs, and for accidentally dropping them in your aquarium water. See the following web page, for return specifics on the PAR38 and PAR38 clamp lamps.

NOTE: There is a 20% restocking fee on X-Series LED Aquarium Light Fixtures, and we do refund the cost of shipping. If the item had free shipping when you purchased it, our cost of shipping it will not be refunded for a return. We also do not pay for the shipping cost for shipping it back to us. To return an X-Series it cannot be used at all, not opened, and in it's original box. It has to be insured when shipping it back at your expense. An X-Series returned to us damaged is not eligible to be returned.

NOTE: Once a light fixture has been opened from its original product carton, and plugged in to be used, it is no longer eligible to be shipped back to us for a refund. At that point it would only be eligible for repair or replacement, if defective.

BACK-UP EMERGENCY EQUIPMENT: We recommend to all saltwater reef aquarium hobbyists to keep an emergency back-up light fixture, to use, in the event should your light need to be sent to us for repair. We are not responsible for your marine live stock, including: fish, corals, and other invertebrate while your light is being repaired or replaced.

NOTE: Foreign and International customers are responsible for making sure they are using the correct voltage on all electrical products. Often times the appropriate adaptor of the sort will allow you to covert voltage, and an adaptor plug tip will convert the power cord prongs. You will need to make sure the voltage is converted properly for your country, and for the specified product. All products sold from us come with a U.S.A plug and U.S.A. voltage allowances unless otherwise specified.

Returns: Please carefully follow the directions below:

Returns must ...
  • 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.

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. Once an order ships and you cancel, you are responsible for shipping the order back, undamaged, before a refund less shipping will be issued.

Failed Delivery

Always double-check your shipping address and information entered in the form fields of the check-out page 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, or is refused and the package is returned to OCReef Aquatics, you will be responsible for an additional shipping fee, to re-ship your order. You will also be responsible for the fee that the shipping carrier charges us to ship the item back to us.

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Sincerely, OC Reef Staff!