Refund & Returns Policy

Overview

Our refund and returns policy complies with European Union regulations, providing customers with a 14-day right to return purchased items, beginning from the day you receive your order.

Right of Withdrawal

You have the right to withdraw from your purchase within 14 calendar days without providing any reason. The withdrawal period expires 14 days after you receive the goods.

Conditions for Returns

To be eligible for a return, your item must be unused, unopened, and in the same condition that you received it. Products must be returned in their original packaging.

You will need to provide photographs clearly showing the condition of the item at the time of initiating your return request.

Exclusions

The following products are excluded from returns and refunds:

• Custom-made or personalized products (including custom aquariums)
• Goods with a limited shelf-life or perishable products
• Products whose packaging has been opened or items that have been used
• Digital products (such as gift cards)

Procedure for Initiating a Return

Before returning any item, please contact us via email at: support@neptuniancubeaquarium.com. Include the following details in your request:

• Order number
• Description of the product(s)
• Reason for return
• Photographic evidence clearly illustrating the current condition of the product(s)

Upon reviewing your request, we will provide you with further instructions, including a Return Merchandise Authorization (RMA) and confirmation to proceed with the return.

Return Shipping

You are responsible for the shipping costs associated with returning the item(s). We recommend using DHL Freight or another reliable carrier offering tracking and insurance, as we are not responsible for lost or damaged returns during transit.

Returns should be shipped directly to:

Neptunian Cube Aquarium Europe
Verbindingsstraat 4 A, 3670 Oudsbergen, Belgium

Refund Processing

Once your returned item is received and inspected, we will notify you by email. If your return meets the outlined conditions, your refund will be processed within 14 days via your original payment method.

Important Notice

Items must arrive in the same condition as when originally dispatched by us. Any item returned damaged, incomplete, or otherwise altered may not be eligible for a refund.

Questions?

If you have questions about this policy or your specific return, please contact us directly at: support@neptuniancubeaquarium.com.

Last updated: June 2025

 

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