At DriftAqua, we want you to be completely satisfied with your purchase. However, due to the unique nature of our products—including natural variations in driftwood and the perishable nature of live plants—our return and refund policy has specific conditions. Please read this policy carefully before making a purchase.

1. General Return Policy

1.1 Return Eligibility Period

Non-living products (hardscape items, accessories, equipment) may be returned within 15 days of delivery if they meet the conditions outlined below. Returns must be requested within this timeframe, and items must be received back at our facility within 15 days of your return authorization.

1.2 Conditions for Returns

To be eligible for a return, products must:

•       Be unused and in the same condition as received

•       Be in the original packaging with all tags, labels, and documentation

•       Include proof of purchase (order number or receipt)

•       Have a valid Return Merchandise Authorization (RMA) number from DriftAqua

2. Non-Returnable Items

The following items are NOT eligible for return or refund under any circumstances:

2.1 Live Plants

Due to their perishable nature, live plants cannot be returned. Once shipped, live plants are final sale. However, we stand behind the quality of our plants and offer a Live Arrival Guarantee (see Section 4 below).

2.2 Natural Product Variations

Driftwood, rocks, and other natural products are inherently variable in appearance, size, shape, color, and texture. Natural variations from product images or descriptions are expected and normal. Products cannot be returned solely due to natural variations unless the item is genuinely damaged or defective. This includes:

•       Differences in wood grain, color, or texture

•       Minor size variations (within reasonable tolerances)

•       Natural imperfections such as knots, cracks, or surface irregularities

•       Shape differences compared to photos

2.3 Customer Damage

Products damaged due to failure to retrieve packages promptly (especially live plants), improper handling, misuse, or modification are not eligible for return or refund.

2.4 Research Use Only (RUO) Products

RUO products that have been opened, used, or removed from their original packaging cannot be returned due to the nature of these specialized items.

2.5 Sale and Clearance Items

Items purchased on sale, clearance, or with special promotional discounts are final sale and cannot be returned or exchanged unless defective.

2.6 Custom or Special Orders

Custom-made items, special orders, or products specifically sourced for you are final sale and cannot be returned.

3. Damaged or Defective Products

3.1 Reporting Damage

If you receive a damaged or defective product, you must report it to us within the following timeframes:

•       Live plants: Within 24 hours of delivery

•       All other products: Within 72 hours of delivery

3.2 Required Documentation

To file a damage or defect claim, you must provide:

•       Clear photographs of the damaged item

•       Photographs of the packaging (showing exterior damage if applicable)

•       Your order number

•       A detailed description of the damage or defect

Submit this information to via our contact form with the subject line "Damage Claim - Order #[Your Order Number]."

3.3 Resolution

We will review your claim and may offer one of the following resolutions at our discretion:

•       Full replacement of the damaged item

•       Partial refund reflecting the extent of damage

•       Full refund

•       Store credit

Please note that we may require you to return the damaged item before issuing a replacement or refund. We will provide a prepaid return shipping label in these cases.

4. Live Arrival Guarantee for Plants

We guarantee that live plants will arrive healthy and in good condition. This guarantee is subject to the following conditions:

4.1 Guarantee Coverage

Our Live Arrival Guarantee covers:

•       Plants that arrive dead or severely damaged to a point of no recovery during shipping

•       Plants with significant tissue damage caused by extreme temperatures in transit

•       Plants crushed or broken due to shipping mishandling

4.2 Guarantee Exclusions

Our Live Arrival Guarantee does NOT cover:

•       Damage caused by failure to retrieve packages promptly

•       Cosmetic damage (small leaf tears, minor browning on leaf edges)

•       Natural leaf drop and melting in prone plants that can eventually recover such as stem plants and rosettes

•       Adjustment period after shipping

•       Damage occurring after 24 hours of delivery

•       Plants that decline due to improper care after delivery

•       Weather-related delays or damage when customer was warned and chose to proceed with shipment

4.3 Filing a Claim

To file a Live Arrival Guarantee claim:

1.    Unpack plants immediately upon delivery

2.    Inspect all plants carefully

3.    Take clear photographs of any damaged plants (showing the entire plant)

4.    Photograph the packaging if relevant

5.    Send photos and details via our contact form within 24 hours of delivery

If your claim is approved, you will be given store credit.

5. Return Process

5.1 Requesting a Return Authorization

To initiate a return for eligible items:

6.    Contact us via our online form with your order number and reason for return

7.    Wait for a Return Merchandise Authorization (RMA) number—do not ship items without this

8.    Pack items securely in original packaging

9.    Ship the return to the address provided in your RMA email

5.2 Return Shipping Costs

Return shipping costs are handled as follows:

•       Defective or damaged items: We provide a prepaid return label at no cost to you

•       Change of mind or buyer's remorse: You are responsible for return shipping costs

•       Our error: We provide a prepaid return label and issue a full refund including original shipping costs

We recommend using a trackable shipping method and purchasing shipping insurance for returns, as we are not responsible for items lost or damaged during return shipping.

5.3 Return Inspection

Once we receive your return, we will inspect the item within 5 business days. We will notify you via email whether your return has been approved or rejected. If additional deductions apply due to item condition, we will explain the reason.

6. Refunds

6.1 Refund Processing Time

Once your return is approved, refunds will be processed within 5 business days. The refund will be issued to your original payment method. Please note that it may take an additional 5-10 business days for the refund to appear on your account, depending on your financial institution.

6.2 Refund Amount

Refunds will include:

•       The purchase price of the returned item(s)

•       Original shipping costs ONLY if the return is due to our error or a defective product

Refunds will NOT include:

•       Original shipping costs (unless the return is our fault)

•       Return shipping costs paid by you

•       Restocking fees (if applicable—see Section 6.3)

6.3 Restocking Fee

A restocking fee of 10% may apply to returns for change of mind or buyer's remorse. This fee covers the cost of processing the return and restocking the item. Restocking fees do not apply to defective items or returns due to our error. Restocking fees cover costs associated with transaction costs, stocking, and packaging costs, which may include custom boxes, heatpacks, and insulation packs, among others. 

6.4 Partial Refunds

Partial refunds may be issued in the following situations:

•       Items showing signs of use or damage not caused by shipping

•       Items returned without original packaging or accessories

•       Items returned after the eligible return window but accepted at our discretion

7. Exchanges

We do not offer direct exchanges. If you wish to exchange an item, you must return the original item for a refund (subject to our return policy) and place a new order for the desired item. This ensures inventory accuracy and faster processing.

If you received a defective or incorrect item, please contact us, and we will send the correct item at no additional cost.

8. Cancellations

You may cancel your order before it ships by contacting us immediately using our online form found on our contact page. Once an order has shipped, it cannot be canceled, but you may return it following our return policy (subject to eligibility).

Orders for live plants cannot be canceled once the shipping process has begun, as these items are prepared specifically for shipment and cannot be restocked.

9. Store Credit

In some cases, we may offer store credit in lieu of a refund. Store credit never expires and can be used for future purchases. Store credit is non-transferable and cannot be redeemed for cash.

10. Contact Us

If you have questions about our Returns & Refunds Policy or need to initiate a return, please contact us using our contact form.

 

We appreciate your business and will work with you to resolve any issues fairly and efficiently!