Returns, Refunds & Service Policy

At Clearwater Reef Design, we strive to provide high-quality aquarium systems, livestock, and services. Because aquariums involve specialized equipment, livestock, and scheduling, the following policies help ensure transparency and fairness for both our customers and our business.

 

By purchasing products or services from Clearwater Reef Design, you agree to the policies outlined below.

 

 

Returns & Refund

Processing Fees

 

All credit card and online payment processing fees are non-refundable.

 

Payment processors (Stripe, Square, credit card networks, etc.) do not return these fees to our business when a refund is issued. Therefore, any refunded transaction will have the original processing fee deducted from the refund amount.

 

This policy allows us to avoid increasing prices for all customers to offset refunded transaction fees.

 

 

Return Eligibility

 

Returns may be considered under the following conditions:

 

Eligible returns must:

 

• Be requested within 7 days of delivery or pickup

• Be unused, undamaged, and in original packaging

• Include all components, manuals, and accessories

 

Non-returnable items include:

 

• Opened or used aquarium chemicals

• Salt, additives, or consumables

• Custom ordered aquariums or equipment

• Livestock (see livestock policy below)

 

Clearwater Reef Design reserves the right to deny returns that do not meet these conditions.

 

 

Special Order & Custom Equipment

 

Many aquariums, stands, and specialty equipment are special order items from manufacturers.

 

These items:

 

• Are non-refundable once ordered

• May be subject to manufacturer return policies

• May incur restocking or freight charges if a return is approved

 

Lead times provided by manufacturers are estimates and may change due to shipping or supply chain factors.

 

 

Livestock Policy

 

Because fish, corals, and invertebrates are living animals, special care policies apply.

 

 

Dead on Arrival (DOA)

 

In the rare event livestock arrives deceased:

 

Customers must:

 

1. Notify Clearwater Reef Design within 2 hours of delivery or pickup

2. Provide clear photos of the livestock in the original bag

3. Provide photos of the aquarium the livestock was intended for

 

If verified, we may offer:

 

• Store credit

• Replacement livestock (when available)

 

Refunds for livestock are not guaranteed and are handled on a case-by-case basis.

 

 

Livestock Health Disclaimer

 

Once livestock is introduced into a customer’s aquarium, Clearwater Reef Design cannot guarantee survival due to variables outside our control including:

 

• Water parameters

• Tank maturity

• Tank mates

• Acclimation methods

• Equipment conditions

 

For this reason, livestock purchases are generally final sale.

 

 

Aquarium Installation & Equipment

 

All aquarium systems must be installed on properly rated flooring and cabinetry capable of supporting the system weight.

 

Clearwater Reef Design is not responsible for structural issues, leaks, or damages caused by:

 

• Improper flooring or stands

• Customer modifications

• Equipment tampering

• Electrical issues outside of our installation scope

 

 

Aquarium Service & Water Change Policy

 

 

Scheduled Maintenance Services

 

Maintenance services (including water changes) are typically scheduled bi-weekly or monthly depending on the service agreement.

 

Services may include:

 

• Water testing

• Water changes

• Equipment inspection

• Cleaning

• Livestock health monitoring

 

 

Service Access

 

Clients agree to provide safe and reasonable access to the aquarium system during scheduled service times.

 

If access cannot be provided and a technician arrives, the service may be considered completed for scheduling purposes.

 

 

Service Cancellations

 

To cancel or reschedule a scheduled service appointment, please provide at least 24 hours notice.

 

Late cancellations may result in:

 

• A service fee, or

• The appointment being counted as a completed visit

 

This helps cover technician travel and scheduling commitments.

 

 

Refunds for Services

 

Because aquarium service involves labor, travel, and time commitments:

 

• Completed services are non-refundable

• Missed appointments without notice may still be billed

• Prepaid service plans may be refunded only for unused future visits

 

 

Order Processing & Refund Timeline

 

Approved refunds will typically be processed within 3–10 business days depending on the payment provider.

 

Processing times vary depending on:

 

• Credit card companies

• Banks

• Payment processors

 

Clearwater Reef Design does not control these timelines.

 

 

Shipping & Freight

 

Large aquarium systems may require freight shipping.

 

Freight shipments:

 

• Must be inspected upon delivery

• Any damage must be reported immediately to the carrier

 

Clearwater Reef Design is not responsible for shipping damage once a shipment is accepted without notation.

 

 

Policy Updates

 

Clearwater Reef Design reserves the right to update or modify these policies at any time to reflect business operations and industry standards.

 

 

Contact

 

For questions regarding returns, services, or policies, please contact:

 

Clearwater Reef Design

Email: clearwaterreefdesign@gmail.com

Phone: (720)326-1049

 

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