Returns
Seven days, and it has to be dry
A filter that has run in a tank cannot go back on the shelf. Unused and dry it can, with every hose, clip and media bag it shipped with.
7 days
From the day the parcel is delivered, to tell us you want to return.
10 business days
After the returned item is back with us and has passed inspection.
48 hours
With an unboxing video, for anything broken, dead or wrong.
Asking for a return
Write to [email protected] inside the window and we will issue a return authorisation within one to two working days, along with the address to send it back to.
What we can take back
Unused, completely dry and in its original box with every hose, clip, spray bar, media bag and the invoice. A filter that has been primed and run has water inside the housing and biological material in the media; we cannot resell that as new.
What we cannot take back
- filters that have been run, primed or submerged
- media, cartridges and carbon once the sealed pouch is opened
- impellers or shafts damaged by running the pump dry
- units returned without hoses, clips or the motor head
- clearance and final-sale items, marked as such on the product page
- gift cards
Damaged, defective, wrong or missing
Film yourself opening the parcel. An unbroken unboxing video is the one piece of evidence that settles a courier damage claim quickly — without it we are arguing with a logistics partner on your behalf with nothing to show them.
Report the problem within 48 hours of delivery with that video and a photograph of the outer carton. We replace the item or refund it in full, and in these cases return shipping is on us. You do not pay to send back something that arrived broken.
How the refund reaches you
Once the item is back and has passed inspection the refund is approved and processed within 10 business days to the original payment source. Prepaid UPI orders return to the same handle or bank account. For a Cash on Delivery order we collect your bank or UPI details in writing before transferring, because there is no card trail to reverse.