Return & Refund Policy — Infinity and Beyond Aquatics

14-Day Return Policy

Infinity and Beyond Aquatics offers a 14-day return window on eligible products. The return period begins on the date the order is delivered.

A return must be requested and authorized within 14 days of delivery. Products returned without prior authorization may be denied.

Return Eligibility

To qualify for a return:

• The product must be unused, unopened and in its original packaging.

• The product must be in clean, complete and resellable condition.

• All original parts, accessories, manuals and packaging materials must be included.

• Proof of purchase from Infinity and Beyond Aquatics is required.

Products showing signs of installation, use, water exposure, modification, damage or missing components are not eligible for return.

Return Shipping and Fees

Customers are responsible for all return shipping costs unless the return is required because Infinity and Beyond Aquatics sent an incorrect product.

A 15% restocking fee applies separately to each eligible item returned. This includes returns resulting from:

• Incorrect product selection

• Incorrect size ordered

• Compatibility issues

• Change of mind

• Finding the product at a lower price elsewhere

• Products that are no longer wanted or needed

• Cancellation requests made after processing or fulfillment began

• Refused, unclaimed or undeliverable shipments

Original shipping charges and expedited shipping fees are nonrefundable.

International shipping charges, duties, VAT, taxes, brokerage charges, customs fees, payment-processing costs, currency-conversion costs, return-to-sender charges and other nonrecoverable transaction expenses are nonrefundable where permitted.

Additional deductions may apply if an authorized return arrives with damaged packaging, missing components, signs of use or other conditions that reduce its resale value. These deductions are separate from the 15% restocking fee.

Infinity and Beyond Aquatics will not apply a restocking fee when a return is approved solely because an incorrect product was sent by Infinity and Beyond Aquatics or because a verified covered shipping-damage claim requires the product to be returned.

All authorized returns must be shipped using a trackable service and insured for the full retail value of every product being returned. The customer is responsible for purchasing sufficient shipping insurance and retaining the tracking number, insurance receipt and proof of shipment until the return and refund are complete.

The customer is responsible for the returned products until they are delivered to and accepted by Infinity and Beyond Aquatics. Infinity and Beyond Aquatics is not responsible for products that are lost, stolen, misdirected or damaged during return transit.

A refund will not be issued for a return that is lost or damaged during return transit. The customer is responsible for filing any claim directly with the return carrier and recovering the product’s value through the required shipping insurance.

Order Cancellations and Changes

Orders may only be canceled before processing or fulfillment has begun.

An order is considered to have entered processing or fulfillment once products have been ordered or reserved from a distributor, transferred between fulfillment facilities, prepared for consolidation, assigned to a carrier, provided with a shipping label or otherwise entered the shipping process.

Once processing or fulfillment has begun, the order cannot be canceled or modified, even if tracking information has not yet updated.

After processing or fulfillment has begun:

• Products cannot be removed from the order.

• Additional products cannot be added to the order.

• Product selections or quantities cannot be changed.

• The shipping address cannot be changed or redirected through Infinity and Beyond Aquatics.

• The order cannot be canceled.

Submitting a cancellation or change request does not guarantee that it can be completed. A cancellation is only confirmed when Infinity and Beyond Aquatics provides written confirmation that the order was successfully canceled before processing or fulfillment began.

If an approved cancellation results in nonrefundable transaction costs, the customer remains responsible for those costs. These may include:

• Payment-processing fees

• Currency-conversion or foreign-transaction costs

• Supplier or distributor cancellation charges

• Shipping-label costs that cannot be voided or refunded

• Other documented, nonrecoverable expenses directly associated with the transaction

These amounts may be deducted from the refund where permitted.

If a customer requests cancellation after processing or fulfillment has begun, refuses delivery, leaves the shipment unclaimed or returns eligible products after delivery, the transaction will be handled as a return rather than a cancellation.

The customer will remain responsible for all nonrefundable costs associated with the transaction, including:

• Original shipping charges

• Return shipping or return-to-sender charges

• Payment-processing fees

• Currency-conversion or foreign-transaction costs

• International shipping charges

• Duties, VAT, taxes, brokerage and customs fees

• Carrier charges

• Supplier or distributor charges

• Other documented, nonrecoverable costs directly associated with the order

In addition to these costs, a 15% restocking fee will be applied separately to each eligible item returned.

Live animals, frozen foods, refrigerated foods, aquarium foods, consumables, special-order products and other final-sale products cannot be canceled once processing or fulfillment has begun and cannot be returned after delivery.

Refused, Unclaimed and Undeliverable Shipments

Refusing delivery does not cancel an order.

Orders refused by the customer, left unclaimed, returned after unsuccessful delivery attempts or returned because the customer supplied an incorrect or incomplete address will be treated as unauthorized returns.

If an eligible product is returned to Infinity and Beyond Aquatics in acceptable, resellable condition, any approved refund will be reduced by:

• Original shipping charges

• Return-to-sender shipping charges

• Carrier fees

• Payment-processing and currency-conversion costs

• International duties, VAT, taxes, brokerage and customs fees

• A 15% restocking fee applied separately to each eligible item returned

• Other documented, nonrecoverable costs associated with the transaction

Final-sale and non-returnable products remain ineligible for a refund if delivery is refused or the shipment is returned as unclaimed or undeliverable.

Customers are responsible for providing a complete and accurate shipping address and for monitoring tracking information and carrier delivery notices.

Non-Returnable and Final-Sale Products

The following products are not eligible for return, exchange or refund unless they arrive damaged, incorrect or otherwise qualify under an applicable written guarantee:

• Live fish, corals, invertebrates, plants and other living organisms

• Frozen aquarium food

• Refrigerated aquarium food and live food cultures

• Dry aquarium food

• Opened or used consumables

• Water additives, supplements, medications and treatments

• Water-testing kits, test strips and reagents

• Clearance and final-sale products

• Special-order products

• Gift cards

Food products are final sale and nonrefundable because their safety and storage conditions cannot be verified after delivery. This includes frozen, refrigerated, live and dry aquarium foods.

Water-related products and consumables cannot be restocked or resold after leaving our control because of contamination, storage and safety concerns.

Live Animals and DOA Claims

Live animals are not eligible for return under our standard 14-day return policy.

Live fish, corals, invertebrates, plants and other livestock are covered exclusively by the Infinity and Beyond Aquatics Live Animal Arrival & Health Guarantee Policy.

Live animals are guaranteed to arrive alive when all delivery, acclimation, documentation and other applicable policy requirements are followed.

In the event of a dead-on-arrival animal, you must contact Infinity and Beyond Aquatics immediately upon delivery and provide all photographs, videos and documentation required by the current Live Animal Arrival & Health Guarantee Policy.

DOA claims must be submitted within the claim period stated in that policy. Claims submitted late or without the required documentation may be denied.

After delivery, livestock health is affected by factors outside our control, including:

• Acclimation procedures

• Aquarium conditions

• Water quality and temperature

• Tank maturity

• Compatibility and aggression

• Nutrition

• Disease exposure

• General care and husbandry

Customers must review the complete Live Animal Arrival & Health Guarantee Policy before ordering. That policy determines all eligibility requirements, claim procedures, exclusions and available resolutions for live-animal orders.

Live-animal shipping fees are nonrefundable. If a replacement live fish, coral, invertebrate, plant or other live item is approved and shipped, the customer remains responsible for all applicable shipping, packaging and handling costs associated with the replacement shipment. Approval of a DOA claim does not include free replacement shipping.

Damaged, Incorrect or Defective Products

Please inspect your order immediately after delivery.

If a non-livestock product arrives damaged, incorrect, incomplete or not functioning properly, contact us within 48 hours of delivery.

Your request must include:

• Your order number

• A clear description of the problem

• Photographs of the product

• Photographs clearly showing the damage or reported issue

• Photographs of all sides of the shipping box

• Photographs of the internal packaging and protective materials

• A photograph of the shipping label when transit damage is involved

• Video showing the issue when applicable

Please keep the product, shipping box, retail packaging and all original packaging materials while the claim is being reviewed. Do not discard, alter, install, repair, return or continue using the product unless instructed otherwise in writing.

Discarding the product or packaging, failing to provide the requested documentation or returning the product without authorization may prevent Infinity and Beyond Aquatics, the distributor, manufacturer or shipping carrier from verifying and approving the claim.

Damage resulting from installation, use, water exposure, incorrect voltage, modification, misuse, improper storage, accidental damage or failure to follow the manufacturer’s instructions is not considered shipping damage or a product defect covered by this policy.

Depending on the circumstances, an approved claim may qualify for:

• Replacement parts

• An exchange

• A replacement product

• Manufacturer warranty assistance

• A partial refund

• A refund

The appropriate resolution will be determined based on the nature of the claim, product availability and the requirements of the distributor, manufacturer or shipping carrier.

Do not refuse delivery or return a damaged, incorrect or defective product until you have received written authorization and instructions from Infinity and Beyond Aquatics.

Return Inspection and Refunds

All returned products are inspected upon arrival.

• Return authorization does not guarantee a refund.

• A return is not considered finally approved until the inspection is complete.

• Refunds are only issued when the product meets all applicable return requirements.

• Returns showing signs of installation, use, water exposure, modification, damage, missing parts or incomplete packaging may be denied.

• Additional deductions may apply when the returned product or packaging has lost resale value.

• If a return is denied, the customer may be responsible for the cost of having the product shipped back.

• Approved refunds are issued to the original payment method, minus applicable shipping costs, transaction costs, restocking fees and other authorized deductions.

• Refunds cannot exceed the amount originally paid for the affected product.

• Processing times imposed by banks, payment providers and currency conversions may delay when the refund appears in the customer’s account.

Requesting a Return or Filing a Claim

For return, refund, exchange, damage or DOA requests, contact:

info@infinityandbeyondaquatics.com

Please include your order number, a detailed description of the issue and all required photographs or videos.

Submitting a request does not guarantee approval. Eligibility is determined after the request, product condition and supporting documentation have been reviewed.