Return and Refund Policy

Effective Date: [2025-09-26]

Thank you for trusting our online store for your aquatic needs! We're committed to delivering high-quality products and exceptional service to all our customers, no matter where you are. We want you to feel completely satisfied with your purchase, which is why we’ve designed a clear and fair Return and Refund Policy. If anything doesn’t meet your expectations, just reach out—we’ll make it right. Your happiness is what matters most to us

1. General Return Policy

1.1. Eligibility for Returns:
• You may request a return within 15 days of receiving the product (based on the delivery tracking record).
• The product must be in its original, unused condition with all original packaging, tags, and accessories included.
1.2. Returns Not Accepted:
• Customized or special-order products.
• Opened or used consumables (e.g., aqua soil, water treatments).
• Items damaged due to misuse or negligence.
1.3. Return Process:
• Contact our customer service team via email or online chat to initiate a return request.
• Provide your order number, clear photos or videos of the product, and an explanation of the issue.
• Once approved, we will provide you with a return shipping address. Please return the item within 3 days of approval.
1.4. Shipping Costs for Returns:
• For defective or incorrectly shipped items, we will cover the return shipping costs.
• For non-defective returns (e.g., change of mind, model or size not fit), the customer is responsible for return shipping costs.
• Our shipping costs and any customs tax incurred during the return process will be deducted from the refund amount.

2. Refund Policy

2.1. Refund Conditions:
• Refunds are processed after the returned item is received and inspected.
• Products that do not meet return eligibility (e.g., missing parts, damaged, or used) may result in partial refunds or denial of refund requests.
2.2. Refund Methods:
• You’ll be automatically refunded to your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.
2.3. Non-Refundable Items:
• Shipping fees for the original order are non-refundable unless the item was defective or incorrectly shipped.
• Gift cards, store credits, or promotional discounts are non-refundable.

3. Special Conditions for International Orders
3.1. Customs and Import Regulations:
• Customers are responsible for ensuring the ordered items comply with their country’s customs and import regulations.
• Refunds will not be provided for items rejected, confiscated, or delayed by customs.
3.2. Shipping Issues:
• If a shipment is lost or damaged in transit, please notify us immediately. We will work with the carrier to resolve the issue and provide compensation if applicable.
3.3. Exchange Policy:
• Due to international shipping complexities, exchanges are not available. If you wish to replace an item, you will need to return it (if eligible) and place a new order.

If you have any questions or concerns about return or refund, feel free to reach out to our customer support team via Chat with support or email at support@seaouraofficial.com.