Refund Policy

Effective Date: 30/06/202

At Castle Dawn Aquatics, your satisfaction is important to us. If you’re not happy with your purchase, we’ll do our best to make things right — here’s how we handle returns, refunds, and cancellations.

30-Day Return Policy

You may return an item within 30 days of receiving it for a refund.

Items must be unused, in original condition, and returned in the original packaging.
Return shipping costs are the buyer’s responsibility and are non-refundable.
We currently have return depots in the USA and UK, so returns do not need to be sent back to China.

Damaged Items

If your item arrives damaged:

You must notify us within 24 hours of delivery.
Include clear photos of the damaged item and packaging.
We will arrange a replacement and cover the return shipping costs for the damaged item.

⚠️ Damage not reported within 24 hours of delivery may not be eligible for a refund or replacement.

Non-Refundable Items

For hygiene and safety reasons, the following items are non-refundable unless damaged during transit:

Fish foods
Medications and treatments
Water additives and conditioners

Cancellation Policy

You can only cancel an order if it has not yet been dispatched.

Once your order has shipped, it cannot be cancelled.
However, this does not affect your right to return the item once received, in line with our return policy above.

Refund Timeframe

Refunds will be processed after the returned item has been received and inspected.

Refunds can take between 3 to 14 business days to appear in your account, depending on your bank or payment provider.

How to Request a Return or Refund

To request a return, replacement, or refund, please email us at support@castledawnaquatics.com with the following:

Your order number
Reason for the return or refund
Photos if the item is damaged
Whether you’d prefer a refund or a replacement

We aim to respond to all refund requests within 2 business days.

Customs & Import Responsibility

Customers are responsible for ensuring their purchased items comply with local import regulations. Castle Dawn Aquatics is not liable for delays, rejections, or losses due to customs inspections or import restrictions. For more information, please refer to our Shipping & Returns and Terms & Conditions pages.

Refunds