Returns & Exchanges
Every order should arrive exactly as it was meant to. If something is not right, here is what you need to know.
Damaged, defective or incorrect items
If an item arrives damaged, incorrect or materially different from your confirmed order, please submit a request within 7 calendar days after delivery and include clear photographs of the item and its packaging. If a defect becomes apparent later, contact us when you discover it.
Once the issue has been verified, Aquaglobal Vet Shop will provide an appropriate remedy, which may include a replacement, an exchange or a refund to the original payment method, in accordance with applicable consumer law.
Any voluntary timeframes stated in this policy do not limit rights or remedies that cannot lawfully be excluded.
Start a returnVoluntary exchanges and change-of-mind requests
Eligible tops, phone cases and stickers may be considered for an exchange to another available size, style or colour when the request is submitted within 7 calendar days after delivery.
Approved change-of-mind or size, style and colour requests may be resolved through an eligible exchange or Aquaglobal Vet Shop store credit. Eligibility depends on the product, its condition and the availability of the requested replacement. Personalised or specially produced items may not qualify for a change-of-mind return.
For an approved voluntary exchange, the customer pays the return shipping, shipping of the replacement and any price difference between products. We will confirm these costs before the customer decides whether to proceed. Original shipping charges are not refunded for an approved change-of-mind exchange, subject to applicable consumer law. No separate restocking fee is charged.
Keep the item and take clear photos
Keep it available in case further details are needed. Take clear photographs showing the item and any damage, defect or other issue, then retain those images for your request. This helps the support team review the matter and find the right resolution as smoothly as possible.
Fair use and consumer rights
Aquaglobal Vet Shop does not charge a general restocking fee. We may decline requests involving fraud, suspected fraud, misuse or abuse to the extent permitted by law.
Nothing in this policy excludes, restricts or replaces any consumer right or remedy that cannot lawfully be excluded under applicable law.
User agreement- Review this Returns & Exchanges Policy and the User Agreement.
- Have your order number and the email address used for the order ready.
- Take clear photographs of the affected item and its packaging.
- Keep the item while your request is reviewed. Do not send it anywhere until Aquaglobal Vet Shop provides return instructions.
- Submit the request below and wait for confirmation of the next step.
Complete the details below. Aquaglobal Vet Shop will review your request before confirming whether a return, replacement, exchange, refund or store credit is available.