Refund Policy
General Policy
We offer a 14-day money-back return policy on new unused dry (non-perishable) goods purchased directly from us and not a third-party retailer.
Eligibility and Fees
If you are not satisfied with an unused dry good, please return it within 14 days of purchase for a refund of the item's purchase price minus a 15% restocking fee. * Please note: Shipping costs are non-refundable once the item has shipped. Refunds are only processed back to the original payment method. Return shipping costs are the customer's responsibility.
Return Process
Email info@oceansclouds.com to obtain return instructions. Refunds are issued after the returned item is inspected and confirmed to be unused and undamaged. Tanks must be in new condition and re-packaged in the original manner. Items received in used condition will not be refunded.
Live Animal Returns
For jellyfish-related complaints, a video of the package opening is required to verify the jellyfish’s condition. Once placed in the aquarium, we are no longer responsible, as we cannot control your aquarium conditions.
Repacking Guidelines
A tank that has been wet is considered used. DO NOT place accessories like the pump, LED, or hydrometer loosely inside the tank. Returns damaged due to incorrect repacking will not be refunded.
Shipping Damage
If your package arrives damaged due to shipping, contact the shipping company with your tracking number to file a damage claim. Notify us at info@oceansclouds.com if you plan to file a claim so we can assist you.