Aquanix Returns & Refunds Policy

Effective date: February 1, 2026

This Returns & Refunds Policy applies to purchases made from Aquanix (“Aquanix,” “we,” “us”) through our website by customers in Canada and the United States.

1) Return Window

We accept returns for most new, eligible items within 30 days of delivery.

To be eligible, items must be:

Unused, uninstalled, and in like-new condition
In the original packaging, with all parts, manuals, accessories, cords, hardware, and included components
Free of damage, wear, water exposure, or signs of installation (including electrical modification)

Important for pond equipment: Many of our products (fountains, aeration components, de-icers, control panels) are safety- and performance-sensitive. Items that have been installed, wired, modified, submerged, or used are generally not returnable.

2) Non-Returnable Items (Exceptions)

Unless required by law, we do not accept returns for:

Opened consumables (including pond bacteria, probiotics, and similar water-treatment products)
Items that have been used, installed, submerged, or placed in water
Items with electrical modifications, cut cords/tubing, or altered components
Special-order or custom-configured items (if applicable and noted at purchase)
Items marked Final Sale / Clearance (if applicable and clearly identified)

Unopened consumables: Unopened pond bacteria/probiotics may be eligible for return under Section 1, provided they are factory sealed, within the return window, and returned in like-new condition (see also Section 12 on temperature sensitivity).

3) How to Start a Return (Authorization Required)

All returns require authorization before shipment.

Email: [email protected]

Subject line: Return Request – Order #[YOUR ORDER NUMBER]

Please include:

Order number
Item(s) to return
Reason for return
Photos (required for damage, defects, wrong item, or packaging issues)

If approved, we will send return instructions and (if applicable) a Return Authorization number. Returns sent without authorization may be refused or delayed.

4) Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery.

To help us resolve it quickly, include:

Photos of the item
Photos of the packaging (including shipping label)
A description of the issue

When the issue is confirmed to be due to shipping damage, a verified defect, or an Aquanix error, we will provide an appropriate remedy, which may include:

Replacement (where available)
Repair coordination (where applicable)
Refund (full or partial, depending on circumstances)
Return shipping support or prepaid label (when applicable)

5) Return Shipping

Change-of-mind / ordered wrong item / no longer needed: Customer is responsible for all return shipping costs.
Aquanix error or verified defect on arrival: Aquanix will work with you on return shipping arrangements where appropriate.

We strongly recommend using a trackable shipping service and keeping proof of shipment. Aquanix is not responsible for returns lost or damaged in transit.

6) Restocking Fee (Non-Defective Returns)

For eligible non-defective returns (change-of-mind, ordered wrong item, etc.), Aquanix charges a 15% restocking fee.

This fee helps cover inspection, testing, repackaging, and payment processing costs associated with technical pond equipment.

Restocking fee is waived if:

The return is due to an Aquanix shipping error (wrong item sent), or
The item is verified defective on arrival and returned under Section 4

Additional deductions may apply if:

Original packaging/accessories are missing
The item shows signs of handling beyond what’s allowed
The item requires cleaning, testing, or reboxing due to return condition

7) Refunds (How and When)

Once we receive and inspect your return, we’ll email you the outcome.

If approved:

Refunds are issued to the original payment method
Inspection and processing typically take 5–10 business days after delivery to our facility
Banks/payment providers may take additional time to post the refund

Shipping charges are non-refundable, except where required by law or when Aquanix is at fault.

8) Exchanges

We accept exchanges only for the exact same product (same model/SKU). Exchanges are intended for situations such as:

A verified issue on arrival where a replacement is appropriate
Shipping/packaging damage where replacement is appropriate

How exchanges work:

Contact us for authorization (Section 3).
We confirm eligibility and provide return instructions.
Once the original item is received and inspected, we ship the replacement (subject to availability).

If you want a different product/model (including different size/spec), we process that as a return (if eligible) and you may place a new order for the desired item.

9) Repairs & Warranty Support

Aquanix is a licensed Kasco Repair Center. If your issue appears warranty-related or repairable, we may recommend repair support rather than return. Many manufacturers require specific troubleshooting and/or repair authorization steps.

Warranty coverage varies by manufacturer and product. Please contact us and we’ll help route your request appropriately.

10) Return Address

Do not send returns to the address on your shipping label unless we instruct you to do so.

Aquanix Returns (Authorized Returns Only)

2 Bickley Country Drive #4

Huntsville, Ontario P1H 1Y4

Canada

11) Order Cancellations

If you need to cancel an order, contact us as soon as possible at [email protected].

If the order has not shipped, we will do our best to cancel it.
If the order has already shipped or is being processed for shipment, it may not be possible to cancel. In that case, the order will follow the return process in this policy once delivered.

12) Refused Deliveries & Incorrect Addresses

Please review your shipping address carefully at checkout.

If a shipment is returned to us because the address was incorrect/incomplete, or because the package was refused, the customer is responsible for any additional shipping charges and fees required to re-ship the order.
If you prefer not to re-ship, we can process a return (where eligible). Refunds may be reduced by:
- Outbound shipping costs (if originally charged or incurred), and
- Return shipping costs charged by the carrier, and
- Any applicable restocking fee under Section 6 (for non-defective returns)

13) Temperature-Sensitive Products (Hot/Cold Weather Handling)

Some Aquanix products—especially pond bacteria, probiotics, and other water-treatment/chemical products—may be temperature sensitive during transit.

During periods of extreme heat or cold, products may be exposed to temperatures outside Aquanix’s control while in carrier facilities or delivery vehicles.
If you have concerns about temperature-sensitive shipments, please contact us before ordering to discuss timing and available shipping options.
Returns for opened consumables are not accepted.
Unopened consumables may be eligible for return within the return window, but must be returned factory sealed and in like-new condition. Aquanix may decline returns or adjust refunds where product integrity is reasonably affected by improper storage after delivery.

14) Contact & Business Hours