退款政策
Effective Date: June 18, 2026
Support Email: sales@porpoise1996.com
Free shipping threshold: Retail orders over $300 before discount deduction qualify for free standard shipping
1. Return Time Limit
All global customers enjoy a 14-day return window starting the day you receive your parcel. All return requests must be emailed to sales@porpoise1996.com before expiration to obtain a Return Merchandise Authorization (RMA). Parcels sent back without prior authorization may not be successfully tracked, processed, or credited.
2. Non-Returnable Products
All Fish Food, Turtle Feed, Reptile Feed
1. Any opened, torn or unsealed feed bags cannot be returned or exchanged, due to risks of mold, bacterial contamination and shortened shelf life. Our feed meets FDA & BRC food safety standards, and opened products cannot be resold safely.
2. As with humans, individual aquatic pets (such as koi or turtles) may have varying taste preferences. While our feeds are formulated with premium natural attractants adhering to FDA & BRC standards, we cannot guarantee acceptance by every individual animal. Therefore, taste or feeding preference differences are not classified as product quality defects and are not eligible for refunds or returns.
3. Only replacement service is available for factory-expired feed, leaking sealed packaging, wrong item delivery. You must provide clear defect photos within 48 hours after receiving the package and send them to sales@porpoise1996.com.
Filter Media (Bacteria house, ceramic rings, volcanic rock, activated carbon, bio balls)
1. Any filter media soaked, rinsed or placed into aquarium tanks cannot be returned for hygiene reasons. Used filter media carries nitrifying bacteria and water contaminants, unsuitable for secondary sales.
2. Minor surface chips or tiny fragments generated during standard transit packaging do not qualify for free replacement. Only fully crushed bulk filter media with complete photo evidence will be re-shipped free of charge.
Water Treatment Liquid & Multi-Function Aquarium Conditioner
Once bottle seals are broken or liquid is used, no return or refund is allowed. Only leaking bottles upon arrival can be replaced with photo proof sent to sales@porpoise1996.com within 48 hours.
3. Eligible Return Conditions
Only unopened, unused, intact original sealed goods can be returned for full refund. Opened feed, soaked filter media and unsealed liquid treatments are excluded from return scope. Returned items must remain resellable without contamination.
4. Shipping Fee Responsibility
1. Our fault (wrong item, expired feed, fully broken filter media, leaking liquid): We cover outbound and return shipping fees and send free replacement goods.
2. Voluntary customer return (no longer need products): The buyer bears all return shipping fees, and the original delivery charge will not be refunded. (Note for EU/UK Customers: In accordance with local consumer protection laws, standard outward shipping costs will be refunded if the return is initiated within the 14-day cooling-off period; however, return freight remains the buyer's responsibility.)
3. Lost parcels: Full refund or free re-delivery available 30 days after dispatch if tracking shows no delivery signature, contact us via sales@porpoise1996.com.
5. Refund Processing Timeline
After we receive and inspect your returned package, refunds will be issued to your original payment account within 7–14 working days. We are not responsible for delays caused by bank processing.
6. Damage Claim Process
1. Capture clear photos of outer parcel packaging and defective products
2. Send photos to sales@porpoise1996.com within 48 hours after delivery
3. Our team reviews your application within 2 business days and arranges free replacement or partial compensation.