Refund policy

Refund and Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You will also need the receipt or proof of purchase. Because aquarium filter media is a consumable, it cannot be returned once its sealed packaging has been opened and the media has been used, cut, or placed in a tank, unless it is defective.

Damaged, defective, or wrong items
Please inspect your order upon reception. If an item is defective or damaged, or we send you the wrong item, contact us within 7 days of delivery with your order number and a photo. We will make it right at no cost to you by sending a free replacement or issuing a full refund (including the original shipping cost), and we will cover the return shipping cost in these cases.

How to start a return
To start a return, contact us at aquiora.living@zohomail.com or WhatsApp +86 171 0185 9939. We will confirm whether your return is eligible and provide a return authorisation (RMA) and the correct return address: No. 15, Pengxi Street, Baiyun District, Guangzhou, Guangdong, China, 510000. Items sent back without first requesting a return or an RMA may be refused.

Return shipping costs
If the return is due to a damaged, defective, or wrong item, we pay the return shipping cost. If the return is due to change of mind (you simply no longer want the item), the buyer pays the return shipping cost and the original outbound shipping cost is non-refundable; the item must be unopened and unused.

Exceptions / non-returnable items
Perishable, custom or personalised, and personal-care items, hazardous materials, flammable liquids or gases, sale items and gift cards cannot be returned. Used or soiled consumable filter media is non-returnable except for defects.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we have received and inspected your return and let you know if the refund is approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or card company to process and post the refund. If more than 15 business days have passed since approval, contact us at aquiora.living@zohomail.com.

Cancellations
Orders can be cancelled for a full refund before they are shipped. Once dispatched, orders cannot be cancelled, but after delivery you may request a return under this policy.

Contact
Email aquiora.living@zohomail.com or WhatsApp +86 171 0185 9939. This policy does not limit your mandatory statutory consumer rights under applicable Singapore law.