Return Policy and Warranty - Reef Solution

Return Policy and General Conditions

At Reefsolution.com, we are committed to providing the best possible products and live corals. To ensure complete transparency and clarify our practices, here is our comprehensive return policy.

General Conditions for Non-Living Products

1. Return Deadlines

• All returns must be made within 7 days of receiving the products.

• Products must be new, unused, in their original packaging, unopened, and sealed.

2. No Returns or Exchanges on Aquariums

• Aquarium sales are final. No returns or exchanges are possible for these items, except in cases of damage caused by the carrier.

3. Restocking Fees

• A 15% restocking and handling fee will be applied to all accepted returns (except for exchanges).

4. Shipping Fees

• Return shipping fees are the customer’s responsibility. If the original shipment benefited from free shipping, the actual shipping costs will be deducted from the refund.

• Initial shipping fees are non-refundable.

5. Pre-Authorization Required

• All returns or exchanges must be pre-approved by Reefsolution.com.

• Any item returned without authorization will be refused.

6. Special Orders and Clearance Items

• Special orders and clearance items cannot be returned under any circumstances.

• Deposits for reservations or special orders are non-refundable, with no exceptions.

7. Carrier Damages

• If your order is damaged during transit, we will file a claim with the carrier on your behalf.

• Once the claim is approved, a replacement will be shipped at no additional cost. If you prefer a refund or credit, 15% restocking fees will be deducted.

Conditions for Live Corals and Invertebrates

1. Final Sale for Living Organisms

All coral and invertebrate sales are final. No refunds or exchanges are possible, except as covered under our Dead on Arrival (DOA)policy.

2. Dead on Arrival (DOA) Policy

We offer limited guarantees for corals and invertebrates that arrive deceased, subject to the following conditions:

• Mandatory Video:

• The video must include:

• The sealed box being opened upon receipt.

• The corals or invertebrates being removed from their bags.

• The corals or invertebrates after the floating period (temperature acclimation).

• Any claim submitted without a compliant video will be denied.

• Claim Submission Deadline:

• The video and photos must be sent within one hour of delivery confirmation.

• Credit or Replacement:

• If all conditions are met, a store credit or replacement will be offered (additional shipping fees may apply).

• No monetary refunds will be issued.

• Exclusions from the Guarantee:

• No guarantees are provided for losses caused by:

• Carrier delays.

• Incorrect acclimation.

• Unrealistic expectations regarding coral color or appearance.

Specific Conditions for Corals (Color and Shipping)

1. Natural Variation and Arrival Expectations

• Corals are living organisms, and their coloration can vary due to factors such as:

• Lighting.

• Water parameters (pH, nutrients, temperature).

• Time for acclimation in their new environment.

• Lighting Conditions:

• Photos on our website are taken under specific lighting conditions designed to highlight the natural beauty of corals.

• Differences in lighting setups in home aquariums can result in corals appearing different from the photos on our site.

2. Shipping Stress

• It is normal for corals to lose some of their coloration during transit due to stress.

• This temporary change is part of the shipping process, and most corals will regain their full coloration after acclimation to their new environment.

3. Photographic Representation

• While we strive to provide an accurate representation of our corals, variations in coloration are expected.

• Coral colors may appear slightly different in person due to the unique conditions of each aquarium and individual perception of colors.

Important Instructions for Coral Acclimation

1. Mandatory Floating

• Coral bags must be floated in the aquarium for 15 to 30 minutes to balance the temperature before opening.

2. No Immediate Dipping

• A disinfectant dip should never be performed immediately after the corals arrive.

• The additional stress caused by dipping can be fatal or significantly impact their health.

• We recommend waiting at least 48 hours after acclimation before performing a dip if necessary.

Commitment to Quality

We inspect and photograph each coral, invertebrate, and product prior to shipping to ensure their quality. They are securely packaged in insulated containers to minimize stress and ensure their survival during transit.

For any questions or clarification, please consult our Shipping and DOA Policy or contact us at 450 669 9256