REFUND AND RETURN POLICY

We have 3 rules of returns, item(s) must be returned: 

  1. 14 Day Replacement or Store Credit Guarantee for anything that may go wrong with your Houston Aqua products. 
  2.  Product returned must be in the original condition.
  3.  Products returned and damaged by insufficient packaging will not be accepted for refund.

You have a  14 Day Replacement or Store Credit Guarantee, to process a warranty application. 

Applications that do not meet these criteria will not be approved for a replacement or store credit.

Customers are responsible for all shipping charges except for items damaged in transit.

We do not accept returns of livestock, so please choose livestock carefully. It is recommended to check your aquarium parameters, do your research on the animal, and read the product description carefully. This process will reduce possible returns and impulse purchases.

We ship only the finest aquatic livestock available, and we import our animals from superior collectors. We hold them in a state-of-the-art facility, handpick every specimen for health and quality, and use the most advanced shipping technology to rush your new fish or coral safely and quickly to your home. 

The responsibility of the animal’s health and well-being is always with the caregiver. Be responsible and know how to care for your animal. Our customer support team is always here to assist you.

Shipping fees are Non-Refundable.

You must return items in their original packaging and in the same condition as when you received them. If you don't follow our item condition policy for returns, you may not receive a full refund.

Refunds by law: In United States, consumers have a legal right to obtain a refund from a business if the goods purchased are faulty, not fit for purpose or don't match the seller's description.

Order Cancellation:

We will do everything that is right for you. However, we really hope that you will do whatever is right for us. If you placed an order with us and wish to cancel it (including change of mind), then please consider the following:

The 4% transaction fees will not be refunded.

Since we are trading in livestock, it is really not fair for the fish/invertebrates and for us if you change your mind. This means we need to provide a dedicated tank for your livestock, dedicate time to feed them, change the water, and market the stock you have changed your mind over until we get a new buyer.

There is an additional administration cost that we will have to incur and your decision causes additional administrative and operations issues.

We will normally provide the refunded amount as a store credit rather than monetary reimbursement, however, we reserve the right to refuse a store credit under some circumstances.

We always encourage you to consider the purchase carefully before you pre-purchase livestock. We hope that you can understand our position when you request to cancel the order as there are repercussions for us as well.
Que: -  What if I’m not happy with the product?

If you unhappy with the product kindly return it within 14 days, we will happy to give you full refund excluding the shipping fee. Kindly include your order number and what product you wish to return and send us an email to houstonaquallc@gmail.com

Que: - Can I get a refund or reshipment if some shrimps or snails are missing on arrival?

Ans: In order to claim a refund or reshipment for missing shrimps, snails, or any other livestock, you need to provide an unboxing video and some clear & conclusive photos of the unopened parcel. It will help us resolve the matter ASAP.

If I want to make changes to my order.

Kindly contact our customer service team as soon as possible if your products are not shipped yet we might be able to alter the order upon your request.