Refund policy
Returns & Refunds Policy
Live Water Aquariums & Ponds
Last updated: September 15, 2026
We want you to be satisfied with your purchase. Please read this policy before starting a return.
Return Eligibility
To be eligible for a return, the item must be:
- Unused and in the same condition you received it
- In its original packaging, including all parts, manuals, and accessories
- Requested within 14 days of delivery
Qualifying items returned under these conditions within 14 days will not have a restocking fee.
Items that are used, installed, missing parts, or returned without original packaging may be refused or subject to a restocking fee. Certain items may be final sale; any exception will be noted on the product page.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If an item is damaged, defective, or not what you ordered, contact us immediately so we can review the issue and make it right.
Include:
- Your order number
- A clear explanation of the problem
- Multiple detailed photos and, when possible, videos of the item as received, the packaging, and any damage or defect
Do not ship an item to a manufacturer or to us until we accept the return and send instructions. Items sent without prior authorization will not be accepted.
How to Start a Return
Email livewateraquariums@yahoo.com and request a return.
If the return is approved, we will send instructions on how and where to ship the package.
You can contact us at the same email with any return questions.
Return Shipping
Unless we confirm the item was damaged, defective, or sent in error, the customer is responsible for return shipping costs and for using a trackable method.
We recommend insuring the return shipment. We are not responsible for returns lost in transit if no tracking is provided.
Exchanges
We do not process direct exchanges. The fastest way to get a different item is to return the original item under this policy and place a new order for the item you want.
Refunds
After we receive and inspect your return, we will notify you whether the refund is approved.
If approved:
- The refund will be issued to your original payment method
- Please allow up to 10 business days after approval for the refund to be processed by us
- Your bank or card issuer may take additional time to post the credit
If more than 15 business days have passed since we approved the refund and you still do not see it, email livewateraquariums@yahoo.com.
Shipping charges are refunded only when we shipped the wrong item, a defective item, or an item damaged in transit that we asked you to return.
Contact
Live Water Aquariums & Ponds
Email: livewateraquariums@yahoo.com
Service Phone: 619-993-0277
Website: www.livewateraquariums.com
Policy Updates
We may update this policy from time to time. The version posted on this page is the current policy.