Refund policy

Return & Refund Policy

Effective date: October 28, 2025

TL;DR

  • Live corals (Canada only): All sales final. DOA claims = store credit only (no shipping, 2‑hour window, photos in unopened bag).

  • Dry goods: 30‑day returns if unused and unopened in original packaging. Customer pays return shipping (see exceptions).

  • AquaWiz products: Require manufacturer authorization before return.

Definitions

  • “Live corals / livestock” = any living coral sold on treasurecorals.com (Canada only).

  • “Dry goods” = hardware, equipment, supplements, tools, test kits, and other non‑livestock products.

1) Live Corals (Canada Only) — Final Sale + DOA Guarantee

All coral sales are final once purchased. Because corals are living organisms, they cannot be returned or refunded after shipment. We carefully inspect and photograph items before packing.

Dead on Arrival (DOA) — Store Credit Only
If a coral arrives dead, follow these steps within 2 hours of the carrier’s delivery timestamp:

  1. Take clear photos of the coral in the unopened bag showing its condition.

  2. Email the photos and your order number to [email protected] immediately.

  3. Keep the coral and all packaging until we advise next steps.

Resolution: If validated, we issue store credit for the coral price paid (no shipping). No refunds to the original payment method for DOA livestock. Store credit is valid 1 year and may be used for any product on treasurecorals.com.
Not covered: Claims after 2 hours; damage from unpacking, un‑mounting, or dipping; acclimation/water‑parameter/compatibility issues; carrier delays due to weather/mechanical events; free/bonus/giveaway corals.
Note: Some species (e.g., Hammers, Torches, Frogspawn) may retract tissue during transit. This is normal and typically resolves in a stable aquarium.

2) Dry Goods — Returns & Eligibility

Return window: 30 days from delivery to request a return.
Condition: Items must be unused, unopened, and in original packaging with all tags/accessories.

Eligible examples:

  • Unopened equipment and tools

  • Sealed/unopened supplements, additives, and test kits

  • Other unused accessories in original condition

Not returnable:

  • All live corals (no exceptions)

  • Opened/used items or items showing installation/use

  • Products without original packaging or missing parts

  • Opened supplements, additives, or foods

  • Opened/used test kits

  • Custom/special‑order items

  • Items marked Final Sale

  • Gift cards

3) AquaWiz Products — Special Process

AquaWiz‑branded items require manufacturer authorization before any return.

  • Contact AquaWiz Support for approval and instructions (add their contact here).

  • If you don’t have the contact, email [email protected] and we’ll help route the request.

  • Once approved, standard dry‑goods return steps apply.

4) How to Start a Return (Dry Goods)

  1. Email: [email protected]

    • Subject: “Return Request – Order #[number]”

    • Include: Order number, item(s), reason, and photos if applicable

  2. We’ll reply within 2 business days with instructions and an RMA number.

  3. Pack securely, include all original materials, and write the RMA on the outside of the box.

  4. Ship to the address provided in your authorization.

Returns without an RMA may be rejected or delayed.

5) Return Shipping Costs

  • Customer pays all return shipping costs (including for defective items), unless:

    • We shipped the wrong item, or

    • The item arrived damaged in transit (photo proof within 48 hours).

  • For the above exceptions, we will issue a prepaid return label.

  • Use a trackable, insured service. We are not responsible for returns lost or damaged in transit.

6) Refunds & Store Credit

  • Inspection: Refunds are processed 5–7 business days after we receive and inspect your return.

  • Original shipping is non‑refundable.

  • Refund method (dry goods): to the original payment method. Your bank may take 5–10 business days to post funds.

  • Livestock DOA: store credit only (no shipping), valid 1 year.

Partial refunds / restocking:
We may deduct a restocking fee (up to 20%) and/or reduce the refund for:

  • Items returned opened/used or not in original condition

  • Missing parts, manuals, or packaging not due to our error

  • Returns initiated after 30 days

7) Exchanges

Place a new order for the item you want and return the original per this policy. This ensures the fastest turnaround.

8) Damaged or Defective Dry Goods

  • Damaged in shipping: Contact us within 48 hours with photos of the item and packaging; include your order number. We’ll arrange a replacement or refund.

  • Manufacturer defects: Report within 30 days of delivery. Customer pays return shipping; we’ll process a refund or replacement after inspection.

  • AquaWiz: Follow the AquaWiz warranty/authorization process (Section 3).

9) Cancellations

  • Live corals: Cannot be cancelled once ordered.

  • Dry goods (before shipment): You may cancel at no charge before the order ships—email [email protected] immediately. Once a label is created or the order ships, follow the dry‑goods returnprocess.

10) International Returns (Dry Goods Only)

  • International customers are responsible for all return shipping and any customs/duties.

  • Returns must clear customs; timelines vary. Refunds post in the original currency.

  • Processing can take up to 14 business days after receipt.

  • We strongly recommend insurance for international returns.

11) Lost or Stolen Packages

  • If tracking shows Delivered but you did not receive the package, contact us within 7 days. We’ll help start a carrier investigation.

  • We are not responsible for packages marked Delivered by the carrier.

  • Live coral orders: If tracking shows Delivered but you can’t locate the box, email us within 2 hours (your DOA window still applies).

12) Contact Us

Email: [email protected]
Response time: 24–48 hours, Monday–Friday

13) Policy Updates

We may update this policy at any time. Changes take effect upon posting to our website. This policy applies to purchases made on treasurecorals.com. Purchases made elsewhere follow that platform’s policy.
This policy does not limit any rights you may have under applicable law.