Refund and Returns Policy

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable products like foods and livestock items including fish, snails, shrimp and plants.

To complete your return, we require a receipt or proof of purchase.

Refunds

Livestock

Aqua Empire will ship a healthy fish or shrimp to you on either same day or overnight shipping only and in a polystyrene box with medical grade oxygen in the bags. We will however not accept liability for any mishandling or late delivery from the courier and will not refund any livestock.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at aquaempiresa@gmailcom.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at aquaempiresa@gmail.com and send your item to 2 Ysterhout Drive, Randparkridge, Randburg, Gauteng, 2169.

Shipping returns

To return your product, you should mail your product to 2 Ysterhout Drive, Randparkridge, Randburg, Gauteng, 2169.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at aquaempiresa@gmail.com for questions related to refunds and returns.