Hello everyone.
I wanted to put any concerns to rest concerning our return and exchange policies.
First off, in this specific instance there was misinformation provided by one of our staff. In this customers case, the simple exchange did not warrant a restocking charge. I offer my sincere apologies and have already rectified this situation with Dawen on the phone a short time ago.
Our official policy is:
All returns and/or exchanges must be made within 7 days of receipt of product. Products may only be returned unused, and in original unopened packaging. J&L Aquatics reserves the right to charge a non-refundable 15% restocking charge for any/all returned merchandise (excluding exchanges). J&L Aquatics will not be responsible for return shipping charges. Original shipping charges are non-refundable. Before returning/exchanging any goods, we require that you authorize your return with J&L Aquatics. Any items returned without our authorization will be declined.
In the event that your order is damaged by the carrier, a claim will be filed with the carrier company. Upon approval of the claim by the carrier, your original order will be re-shipped to you at no additional cost. If you wish to return the damaged goods for a refund or credit, the 15% restocking charge will be applied. J&L Aquatics will not be held responsible for any/all shipping delays that may occur from time to time.
Special order & sale items are not returnable under any circumstances.
Dry Good Order cancellations may also be subject to a 15% restocking charge.
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