Returns, claims and disputes
General B2B process. Your quotation, PI or contract controls the actual order terms.
1. Contract-specific terms
B2B returns, replacement, repair, credit and refund rights depend on the signed quotation, proforma invoice or contract for the order. Those written terms take priority over this general process.
2. Inspecting a shipment
Inspect package count and visible condition before accepting delivery where practical. Record carton labels, seals and visible damage with clear photos or video, and note damage on the carrier document when the carrier permits it.
3. Reporting a problem
Contact the sales address shown on your quotation or PI promptly. Include the order or PI number, affected SKU, quantity, carton number, a concise description, and evidence showing the issue. Do not send passwords, full payment-card data or unrelated identity documents.
4. Suggested reporting windows
Please report visible transit damage or shortages within 7 calendar days of receipt, and other apparent product non-conformity within 30 calendar days of receipt. If a manufacturing defect becomes apparent later during a product-specific agreed warranty period, notify us promptly after discovery. These reporting windows guide efficient investigation; the written order terms and applicable law control any rights or deadlines.
5. Shortage, transit damage and non-conformity
We review the evidence, agreed specification, packing record and applicable shipping term. We may request additional photos, video, measurements, samples or a third-party inspection before proposing a remedy.
6. Product-specific warranty
Electrical equipment, glass products, consumables and accessories have different failure modes. Warranty eligibility, duration and exclusions are confirmed for each product in the quotation, PI or contract; the website does not promise one blanket warranty period for all aquarium products.
7. Custom and approved goods
Goods produced to an approved sample, artwork, packaging or custom specification may not be returnable merely because requirements changed after approval. Confirm tolerances, approval samples and inspection criteria in writing before production.
8. Remedies
Depending on the confirmed cause and contract, an agreed remedy may be replacement parts, repair guidance, replacement goods, credit against a future order, partial refund or another written settlement. Do not return goods without written return instructions.
9. Escalation
If the sales contact cannot resolve the claim, ask for written escalation and keep all relevant messages, inspection evidence, quotations, PI, payment records and transport documents. Any formal dispute method follows the governing terms in the applicable contract.