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Refund policy

Last updated: 2025-10-06

At April’s Aquarium, we strive to provide healthy livestock and quality products. To protect both our customers and our animals, we have specific policies for dry goods and livestock purchases. Please read carefully before placing your order.

1. Dry Goods (Non-Livestock) Refunds & Returns

  • Return Window: Returns are accepted within 14 days of purchase.
  • Condition: Products must be in original, unused condition with packaging intact.
  • Non-Refundable Costs: Shipping charges are non-refundable.
  • Damaged Goods: If your order arrives damaged, you must contact us within 24 hours of receipt with clear photos of the packaging and product.
  • Refund Method:
    • Payments made by credit card will be refunded back to the card.
    • Payments made by debit or cash will receive a store credit or gift card of equal value.

2. Livestock Refunds, Returns & Guarantee

Because we ship live animals, livestock purchases are subject to stricter conditions.

a. General Conditions

  • We do not accept returns of shipped livestock due to biosecurity risks.
  • Local customers may return livestock within 72 hours of purchase for a refund, provided the animal is alive and in original condition. Returns must be brought to the store; we do not provide pickup services.
  • We cannot guarantee the sex of any animals unless bought as a PAIR.

b. 7-Day Livestock Guarantee (Local & Shipped Orders)

  • We guarantee our livestock for 7 days from purchase/delivery if our care recommendations and tank requirements were followed.
  • If a loss occurs:
    • Proof Required: We may require photos of the deceased animal, proof of purchase (receipt/order number), and/or a water sample from your tank for testing.
    • Replacements: If available, we will provide a replacement animal. If not, a store credit will be issued.
  • Exclusions: No guarantees apply if:
    • The animal was housed in unsuitable conditions (e.g., incompatible tank mates, uncycled tanks, incorrect water parameters).
    • The loss occurred during acclimation due to failure to follow our acclimation instructions.
    • The animal was subjected to neglect, improper diet, or non-recommended tank mates.

c. Dead on Arrival (DOA) Policy – Shipped Orders Only

  • We guarantee live arrival on all shipped livestock when:
    • The package is received on the first delivery attempt.
    • Clear photos of the unopened shipping bag and deceased animal are emailed to us within 2 hours of delivery confirmation.
  • If these conditions are met, we will provide a replacement or store credit. Shipping charges are non-refundable.

d. Pet Surrenders

  • We generally do not accept pet surrenders. On rare occasions, we may accept animals on a case-by-case basis, but no credit or refund will be provided.

3. Important Notes

  • We do not guarantee against the loss of other pets due to introducing new livestock. We strongly recommend quarantining all new arrivals.
  • Customers are responsible for ensuring livestock is legal to own in their province/territory.
  • By purchasing livestock from April’s Aquarium, you acknowledge and agree to these terms.

4. Contact Us

For any questions, please reach out to:
📧 shipping@aprilsaquarium.com
📍 April’s Aquarium, Vancouver, BC
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