Refund policy

Refund Policy and General Terms

At reefsolution.com, we are committed to providing the highest quality products, corals and invertebrates. To ensure complete transparency and clarify our practices, here is our full refund policy.

General Conditions for Non-Living Products

1. Return timeframe

  • All returns must be made within 7 days of receiving the products.
  • Products must be new, unused and in their original packaging, unopened and sealed.
  • Any product whose manufacturer packaging has been opened cannot be returned, as it can no longer be resold as new.

2. Aquariums: final sales

  • Aquarium sales are final. No return or exchange is possible, except in case of damage caused by the carrier.

3. Restocking fees

  • A 15% restocking and handling fee applies to all accepted returns, except exchanges.

4. Shipping costs

  • Return shipping costs are the customer's responsibility.
  • If the initial shipment benefited from free shipping, the actual shipping costs will be deducted from the refund.
  • Initial shipping fees are not refundable.

5. Prior authorization required

  • Any return or exchange must be previously approved in writing by reefsolution.com.
  • Any item returned without authorization will be refused upon receipt.

6. Special orders and clearance

  • Special orders and clearance items cannot be returned under any circumstances.
  • Deposits for reservations or special orders are non-refundable, without exception.

7. Damage caused by the carrier

  • In case of damage caused by the carrier, we will file a claim. The customer must notify us within 6 hours of delivery (see our Shipping Policy).
  • Once the claim is approved, a replacement will be shipped at no additional cost.
  • If a credit or refund is preferred, a 15% restocking fee will be deducted.

Conditions for Corals and Invertebrates

1. Final sales

All sales of corals and invertebrates are final. No refund or exchange is possible, except in cases covered by our Dead on Arrival (DOA) policy.

Note: ReefSolution does not sell or ship fish by mail. Only corals and invertebrates are available for shipping.

2. DOA Policy (Dead on Arrival)

We offer a limited guarantee for corals and invertebrates dead on arrival, subject to the following conditions:

Mandatory video

  • The video must show, continuously and without cuts:
    • the opening of the sealed box upon receipt;
    • the sealed bags;
    • the opening of the bags;
    • the corals or invertebrates placed in the aquarium water after the floating period (temperature acclimation).
  • Any claim without a compliant video will be automatically denied.

Required photos

  • Photos must clearly show the affected corals or invertebrates in the aquarium water after acclimation.
  • Important: photos of corals held out of the water do not constitute valid evidence of death. A coral removed from water naturally closes — this is normal behavior, not a sign of death. The video and photos must show the specimens in the aquarium water after acclimation.

Deadline to submit a claim

  • The video and photos must be sent to sales@reefsolution.com within one hour of delivery confirmation from the carrier.

Form of compensation

  • If all conditions are met, a store credit or replacement will be offered (additional shipping fees may apply).
  • No monetary refund will be issued.

Warranty exclusions

  • No warranty applies to losses caused by:
    • carrier delays;
    • incorrect acclimation or acclimation not in accordance with our instructions;
    • the recipient's absence at the time of delivery (see our Shipping Policy);
    • unrealistic expectations regarding the color or appearance of corals.

Specific Conditions for Corals (Color and Transport)

1. Natural variation and expectations upon arrival

Corals are living organisms. Their coloration may vary according to several factors:

  • the lighting of the receiving aquarium;
  • water parameters (pH, nutrients, temperature, alkalinity);
  • the acclimation time to their new environment.

Type of lighting

  • The photos on our website are taken under specific lighting conditions, designed to highlight the natural beauty of corals.
  • Differences in lighting configurations of home aquariums may result in a different appearance compared to our photos.

2. Stress during transport

  • It is normal for corals to lose some of their coloration during transport due to stress.
  • This change is temporary; most corals regain their full coloration after acclimation to their new environment.
  • It is also normal for a coral to be retracted or closed upon arrival — this is a response to the stress of transport. The coral will gradually open once placed in the aquarium water.

3. Photographic representation

  • Although we strive to provide an accurate representation of our corals, color variations are to be expected.
  • Colors may appear different in person due to the unique conditions of each aquarium and individual color perception.

Important Coral Acclimation Instructions

1. Mandatory floating

  • Bags must be floated in the aquarium for 15 to 30 minutes to equalize the temperature before opening.

2. Do not dip immediately

  • A disinfectant bath (dip) must never be performed immediately after arrival.
  • Additional stress caused by a dip can be fatal or severely affect the coral's health.
  • We recommend a delay of 48 hours after acclimation before performing a dip, if necessary.

Commitment to Quality

We inspect and photograph each coral, invertebrate and product before shipment to ensure quality. Everything is packed in insulated containers to minimize stress and ensure survival during transport.

Contact Us

For any questions or clarifications, consult our Shipping Policy or contact us:

Aquariums Solution Récif inc.
3364 Boulevard Saint-Martin O, Suite 100
Laval, QC H7T 1A1, Canada
Phone: 450 669-9256
Email: sales@reefsolution.com