Refund policy

Refund and Return Policy

Due to the perishable, living nature of our inventory and strict facility biosecurity protocols, all sales of live plants, mosses, and biological specimens are final. We do not accept physical returns for any live goods under any circumstances.

We take extreme care in packaging and preparing every specimen for transit. While physical returns are not permitted, we stand behind the health of our botanical stock through our Live Arrival Guarantee (DOA Policy).

Live Arrival Guarantee (DOA Protection)

We provide 100% Dead-on-Arrival (DOA) protection on all live botanical orders. In the rare event that a specimen arrives dead, severely damaged, or degraded beyond recovery, we will issue a replacement or store credit provided the following claims process is fulfilled:

  • Documentation Window: You must contact our support team at support@aquarheolab.com within 2 hours of the carrier’s official delivery timestamp.

  • Required Evidence: Your email must include your order number along with clear, well-lit photos and video demonstrating the damage while the plant remains inside its original, unopened, sealed protective sleeve.

  • Void Conditions: Opening the sealed packaging, discarding the specimen prior to claim resolution, altering the plant, or failing to report within the 2-hour window voids all live arrival coverage.

Non-Perishable Goods (Hardware & Accessories)

For non-living, non-perishable merchandise (such as glassware, tools, or studio accessories):

  • Returns are accepted within 14 days of delivery.

  • Items must be unused, in their original factory packaging, and in re-sellable condition.

  • Return shipping costs for non-perishable goods are the responsibility of the customer unless the item arrived defective or incorrect.

  • To initiate a return for a non-perishable item, contact support@aquarheolab.com with your order details.

Order Cancellations & Weather Holds

  • Cancellations: Once an order containing live stock has entered fulfillment or dispatch preparation, it cannot be canceled.

  • Safe Weather Holds: We monitor regional temperatures along transit routes. If extreme heat or freezing temperatures pose a risk to plant health, we reserve the right to place a temporary weather hold on your shipment until a safe delivery window opens. You will be notified via email if your shipment is placed on hold.