Refund policy

Returns & Refunds

We want you to be happy with AquaChar. If something isn’t right, here’s how returns work.

Unopened products
You can return unopened AquaChar in its original, sealed packaging within 30 days of delivery for a full refund of the product price.

Opened or used products
Because AquaChar is a filtration material that goes into your tank, pond or system, we can’t accept returns or give refunds on opened or used product. We do accept used AquaChar as a donation. Email sales@aquachar.com before sending it and we’ll tell you how and where to send it. If you have a problem with your AquaChar, contact us and we’ll do our best to help.

Damaged, defective or wrong items
Please check your order when it arrives. If anything is damaged, defective or not what you ordered, email us within 7 days of delivery with your order number and a photo, and we’ll send a replacement or a full refund, including shipping.

How to start a return
Email sales@aquachar.com with your order number. We’ll reply with return instructions and the address to send it to. Returns sent without contacting us first can’t be accepted.

Return shipping
Return shipping is paid by the customer, unless the return is because of our mistake (damaged, defective or wrong item). Original shipping charges are not refundable.

Refunds
Once we receive and check your return, we’ll email you to confirm. Approved refunds go back to your original payment method within 10 business days. Your bank may take a few extra days to post it.

Subscriptions
You can cancel or change a subscription anytime before your next order ships from your account page or by emailing sales@aquachar.com.

Questions?
Email sales@aquachar.com or call (386) 331-2275.