Return & Exchange Policy
What is our AquaNation return policy?
All return/ exchanges must be made within 14 days of receiving of the items to qualify for refund. We cannot offer you a full refund if 14 days have gone by since you received of the item, and all returns will be subject to a 20% restocking fee.
Please contact us to obtain your Return Merchandise Authorization number (RMA Number). All items received by AquaNation USA without RMA number will be rejected at the time of delivery, and will be returned back to buyer.
Please contact us to obtain your Return To Exchange number (RTE Number). All items received by AquaNation USA without RTE number will be rejected at the time of delivery, and will be returned back to buyer.
To start a return and/or exchange process, please do contact us and obtain your RMA/RTE numbers. We will email you with the return instruction, once the number is generated and processed.
Customers are responsible for the cost of shipping on returns and exchanges.
If returned with missing accessories or with used/washed accessories, a refund will be 25% less.
Items that have been used are not eligible for return or exchange.
E-mail email@example.com to obtain a required return number. The return number must be placed on the shipping label.
All parts must be included with the return in order to receive your refund credit. Items returned should show no signs of wear or damage.
All filters sales are final, we do not accept exchanges, and returns on any of the filters purchases, we will only accept returns on filters IF we shipped the wrong items to you.
AquaNation USA does not refund shipping or duties and taxes.
How will I receive my refund credit?
All refunds are credited to the original payment method less the shipping charges.
How long do I expect to receive my refund credit once I returned my item?
You should receive your refund credit within 5-10 business days of Aquanation USA receiving your item for return.
Can I exchange my item?
All items within the 14 day return period are eligible to be exchanged. There will be a shipping fee of $10.00 to cover the shipping. Once we receive the item we will then ship out your replacement product(s). If product(s) arrive to us in less than satisfactory condition being related to: visibly damaged/dirty, wears and tears, or used the exchange request will be denied and customer must instead pay a $10 shipping fee if they would like their product returned back to them. You may exchange for a completely different product but will be required to pay the difference in price if there is any. Contact our customer service for exchanging and you will be issued an RMA number.
Where do I send my return?
Please send all returns to:
Attention: Return Department
20536 Carrey Road
Walnut, CA 91789
Expedited Shipping Policy:
For 3-4 Days
Orders must be placed no later than 11:00 AM PST, Monday-Friday. Any orders placed after this time will be accounted for the following business day. Expedited shipping options are not available for Alaska, Hawaii, and International orders.
*We strongly suggest you to return the item(s) back to us with traceable shipping service, or to purchase insurance for the item If you are shipping item(s) over $50, it’s because we do not guarantee that we will receive your returned item(s). Item(s) can get lost during transit, or went missing for whatever reasons, so we strongly suggest you to use any carriers with traceable shipping service when you return the item back to us.