Returns & Exchanges
Not completely satisfied? We offer easy returns and exchanges within 30 days of purchase.
30-Day Window
Returns accepted within 30 days of delivery
Original Condition
Items must be unused in original packaging
Free Returns
We provide prepaid return labels for eligible items
Return Process
Initiate Return
Contact us within 30 days of delivery to start your return
Get Authorization
Receive return authorization number and shipping instructions
Package Item
Pack item securely in original packaging with all accessories
Ship Back
Send package using our prepaid return label or approved carrier
Processing
We inspect and process your return within 3-5 business days
Refund/Exchange
Receive refund or replacement based on your preference
Eligible for Return
- Unopened equipment and accessories
- Products in original packaging
- Items with all accessories and manuals
- Products without signs of use or wear
- Non-custom or non-personalized items
Quality Guarantee
We stand behind our products. If you receive a defective item, we'll replace it free of charge or provide a full refund, even beyond the 30-day window.
Not Eligible for Return
- Live fish, plants, or biological products
- Food products or chemicals
- Custom-built aquarium systems
- Items damaged by misuse
- Products without original packaging
- Items returned after 30 days
Special Cases
Have a special situation? Contact our customer service team. We review each case individually and may make exceptions for unusual circumstances.
Refund Methods
Bank Transfer Refund
Refund to your original bank account
Store Credit
110% value as store credit for future purchases
Cash on Delivery Refund
Cash refund for COD orders via bank transfer
Exchange Policy
Size/Color Exchanges
Exchange for different size or color at no additional cost. Subject to availability.
Product Upgrades
Want to upgrade to a better model? Pay only the difference in price.
Defective Items
Immediate replacement for defective products, including expedited shipping at no charge.
Exchange Process
- 1. Contact us to initiate exchange
- 2. Return original item using our process
- 3. Receive replacement item within 5-7 days
- 4. Pay any price difference if applicable
Fast Exchange Program
For valued customers, we can ship the replacement before receiving the return. Available for orders over 2,000,000 VND.
Received Damaged or Defective Item?
If you receive a damaged or defective product, please contact us immediately for priority handling:
Immediate Actions:
- • Take photos of the damage
- • Keep all packaging materials
- • Contact us within 48 hours
- • Do not attempt to repair
We Will Provide:
- • Immediate replacement shipment
- • Prepaid return label
- • Full refund if replacement not available
- • Expedited processing
Return Shipping
We Provide Return Labels For:
- • Defective or damaged items
- • Wrong items sent
- • Orders over 1,000,000 VND
- • Exchanges within Vietnam
Customer Pays Shipping For:
- • Change of mind returns
- • Orders under 1,000,000 VND
- • Returns after 30 days (if accepted)
- • International returns
Packaging Guidelines
Use original packaging when possible. For fragile items, add extra padding. Include return authorization number and original invoice. We recommend using tracked shipping for returns.
Frequently Asked Questions
How long do refunds take?
Bank transfer refunds typically take 3-5 business days after we receive and process your return. Store credit is applied immediately upon processing.
Can I return items bought on sale?
Yes, sale items can be returned under the same conditions as regular-priced items, but only for store credit or exchange.
What if I lost my receipt?
We can look up your purchase using your email address or phone number. For cash purchases, we may offer store credit based on current selling price.
Can I return opened equipment?
Equipment can be returned if unused and all accessories are included. Items showing signs of use or missing components may not be eligible for full refund.
Need Help with a Return?
Our customer service team is ready to help you with any return or exchange questions.
Phone Support
+84 (28) 1234-5678
Mon-Fri, 9am-6pm
Email Support
returns@h2aquatics.com
24-hour response