Refund, Return & Warranty Policy

At Ethereal Aquatics, we strive to ensure that every product is delivered in excellent condition and as described. Due to the nature of our products, including custom-built equipment, aquariums, and live aquatic livestock, the following Refund, Return & Warranty Policy applies to all purchases.

1. Refund & Return Eligibility

Refunds, returns, or replacements will only be considered under the following circumstances:

  • The product received is materially different from the product ordered.
  • The product arrives damaged due to manufacturing defects.
  • The product is found to be malfunctioning upon arrival.
  • Dead on Arrival (DOA) live fish shipments, subject to the conditions outlined below.

No refunds or returns will be accepted for reasons such as:

  • Change of mind.
  • Improper installation or use.
  • Lack of compatibility with existing equipment.
  • Customer handling errors.
  • Failure to read product specifications before purchase.

2. Mandatory Unboxing Video Requirement

To be eligible for any refund, replacement, or damage claim, customers must record a clear, continuous, and unedited video while opening the package.

The video must:

  • Begin before the shipping package is opened.
  • Clearly show the shipping label.
  • Show the package being opened.
  • Clearly display the condition and contents of the product.

Claims submitted without a complete unboxing video may be rejected at our sole discretion.

3. Claim Reporting Time

All claims for missing items, damaged products, incorrect products, manufacturing defects, or shipping damage must be reported within 24 hours of delivery.

Claims submitted after 24 hours from the recorded delivery time may not be accepted.

4. Aquarium Glass & Handling Disclaimer

Glass aquariums are fragile products that require proper handling, transportation, installation, and maintenance.

Once delivered and accepted by the customer:

  • Ethereal Aquatics shall not be responsible for breakage caused by mishandling, improper placement, accidental impact, structural stress, uneven surfaces, transportation by third parties, or customer negligence.
  • Customers are solely responsible for ensuring that the aquarium is installed on a suitable and level surface.
  • Any damage occurring after delivery acceptance shall not qualify for refunds, replacements, or warranty claims.

5. Live Fish Shipping Policy

Live fish are shipped exclusively through Air Cargo services and are subject to separate shipping charges.

Due to the nature of live animals:

  • No refunds, returns, or replacements are offered for transit delays, customer absence, customer collection delays, acclimation issues, or fish losses occurring after delivery.
  • Only Dead on Arrival (DOA) cases may be considered.

Dead on Arrival (DOA) Requirements

To qualify for a DOA claim:

  • A clear unboxing video must be recorded from package opening until inspection.
  • The deceased fish must be clearly visible in the video.
  • The claim must be submitted within 2 hours of receiving the shipment.

Failure to provide sufficient evidence may result in claim rejection.

6. Return Shipping Costs

Where a replacement is approved:

  • Customers are responsible for all return shipping costs.
  • Original shipping charges are non-refundable.
  • Replacement products will only be dispatched after the returned product has been received and inspected where applicable.

7. Warranty Claims

Certain products may be covered by a limited warranty against manufacturing defects.

Warranty claims must be reported to:

Email: mayank@etherealaquatics.in
Phone: +91-7015545299

Customers must provide:

  • Order number.
  • Detailed description of the issue.
  • Clear photos and videos demonstrating the fault.
  • Any additional information requested by our support team.

Failure to provide adequate evidence may result in claim denial.

8. Warranty Exclusions

Warranty coverage does not include:

  • Physical damage.
  • Water damage caused by misuse.
  • Improper installation.
  • Unauthorized modifications.
  • Consumable components.
  • Normal wear and tear.
  • Damage caused by power fluctuations, negligence, accidents, or improper maintenance.

9. Inspection & Approval

All claims are subject to review and inspection by Ethereal Aquatics.

We reserve the right to:

  • Approve or reject claims.
  • Offer repair, replacement, store credit, or partial compensation at our discretion.
  • Request additional evidence before making a decision.

Our determination regarding claim eligibility shall be final.

10. Non-Refundable Items

The following items are non-refundable unless received damaged or defective:

  • Custom-built aquariums.
  • Custom filtration systems.
  • Special-order products.
  • Live fish and livestock (except approved DOA cases).
  • Clearance or discounted items.
  • Products damaged due to customer handling.

11. Contact Information

For any refund, return, replacement, or warranty inquiries:

Ethereal Aquatics
Website: etherealaquatics.in
Email: mayank@etherealaquatics.in
Phone: +91-7015545299

By placing an order with Ethereal Aquatics, the customer acknowledges and agrees to this Refund, Return & Warranty Policy.