To qualify for a return or refund, the following conditions must be met:
Timeframe: Requests must be made within 2 days of purchase.
Condition: Items must be unused, in their original condition, and in the original packaging.
Exclusions: Perishable goods (such as food) are not eligible for return or refund. Items purchased on sale or at a discounted price are not eligible for return or refund.
Dead-on-Arrival/Defective Items: All claims for dead-on-arrival items or defective products must be reported with photographs on the same day the shipment is received.
To report, please contact us immediately by raising a ticket or directly reaching out at 058 5227444 or info@aquaristhubuae.com with the following details:
Order number
Number of affected fish, aquarium plants, or defective items
Photo of dead fish or damaged plants placed on top of the invoice (included in your shipment)Brief explanation of the issue
Aquarist Hub for Ornamental Fish Trading – Sole Proprietorship LLC will cover 100% of the cost for dead fish or damaged aquarium plants if they arrived dead in the bag.
Please note:
Claims submitted after 24 hours from receipt of the item will not be entertained.
Refunds will be processed only through the original method of payment and may take 10 to 45 days, depending on your card issuer or bank.
You will be notified of the refund approval status once the item has been evaluated. If approved, the refunded amount will be credited to your account or original payment method within the stipulated time.
If you have not received your refund after approval, please check with your bank or credit card provider. If the issue persists, contact us at 058 5227444 or info@aquaristhubuae.com for further assistance.
Exchange Policy
Exchanges are permitted under the following circumstances:
For newly delivered items with a manufacturing defect reported within 2 days of purchase.
For electronic equipment under valid warranty, only non-working parts may be replaced in accordance with the brand’s policy after testing.
If the entire product is non-functional and still under warranty, it will be exchanged for a new one.
How to Request an Exchange:
Email proof (a photo) of the defect to info@aquaristhubuae.com for review.
The defective product, original packaging, and proof of purchase (invoice) must be provided before the exchange can be processed.
Please Note:
Items that are broken, misused, or altered by the customer are not eligible for exchange, return, or replacement.
If a direct replacement is unavailable, an alternative item of similar value may be offered.
We reserve the right to refuse items that do not meet our return standards.
Shipping & Delivery for Returns/Exchanges
To arrange a return or exchange, please contact our customer service team.
Buyers are responsible for delivery/shipping costs associated with returns. Delivery charges are non-refundable and will be deducted from the total refund amount, if applicable.
Delivery times for exchanged items may vary depending on your location.
For items valued over AED 100, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned items without tracking.
For any questions or to initiate a return, refund, or exchange, please contact us at:
Phone: 058 5227444
Email: info@aquaristhubuae.com
Thank you for choosing Aquarist Hub for Ornamental Fish Trading – Sole Proprietorship LLC.
