How to return or exchange an item?
Merchandise may be returned or exchanged within 14 days of delivery with an original packing invoice. The returned merchandise must be in new, unused, and in the original packaging. No returns, refunds, exchanges, or credits will be issued without the original packing invoice.
Shipping charges are non-refundable. All returns and re-shipping charges are at the customer's liability.
For items being sent to our Returns department, please be sure to ship your item by recorded mail. Please include a note with your address and daytime phone number along with your instructions and a copy of your invoice, and send to:
5/F 62 Hung To Road
Kwun Tong, Kowloon
Hong Kong
Tel: +852 29519539
What is the usual shipping time?
Your order will be acknowledged processed within 48 hrs depending on stock availability. It could be shipped to you from us or from the manufacturer. Please allow seven (7) to fourteen (14) working days for delivery. If you do not receive your order within this period of time, please email us at shophk@aa-aquarium.com.
How is the shipping fee calculated?
The shipping fee is calculated based on the volume and weight of the order. Rates may be adjusted from time to time without prior notice. Should the actual shipping fee exceed the cost of the paid fee, you may be notified of additional fees and we reserve the right to cancel and refund the order.
What if the product is a defect?
Please report any visible damages and discrepancies within 7 days of delivery. If your merchandise is damaged when it arrives, please e-mail us describing the condition before you return it. Best if you can support your descriptions with digital photos.
Cash refunds are only issued for defective merchandise or merchandise sent in error. Please ensure your request is made within 30 days of purchase. Refunds cannot be issued after 30 days.
