Refund policy

1. Order Cancellations

  • Cancellations Before Shipment: If you request to cancel an order before it has been processed and shipped, a refund will be issued minus a 4% non-refundable payment gateway processing and transaction fee (as payment processors, such as PayPal, do not return transaction fees upon refund).
  • Cancellations After Shipment: Because all orders are dispatched via international express/air freight, orders cannot be canceled once they have shipped.
  • Delivery Refusal: If a delivery is refused or returned due to customer-related reasons (e.g., incorrect address, failure to accept delivery, or failure to fulfill mandatory local customs clearance where applicable), any incurred international return freight, warehousing, and return handling fees will be deducted from your final refund.

2. Customs Duties, Taxes &  Shipping Policy

We are committed to providing a transparent and seamless international shopping experience, offering dedicated duty-free and free shipping coverage for our major global destinations:

  • United States & Most European Union (EU) Countries: We offer Duty-Free & Free Shipping (Tax-Inclusive / DDP) across all store products. Customers in these regions will not incur additional customs duties, VAT, or clearance handling fees upon delivery.
  • Canada, the United Kingdom & Australia: Duty-Free / Tax-Inclusive Shipping is provided on selected products and models. Please refer to individual product listings or reach out to our team to confirm eligibility.
  • Other International Destinations: For regions not listed above, local customs duties and taxes are determined by destination customs authorities. However, our logistics partners actively optimize documentation and shipping routes to help minimize import costs wherever legally feasible.
  • Customs Inquiries & Support: If you require assistance, tailored declarations, or have questions regarding customs procedures in your specific country, please contact our support team before or immediately after placing your order.

3. Transit Conditions & Normal Occurrences

Due to the demands of long-distance international transit:

  • Packaging & Minor Scratches: Slight indentation, creasing, or crushing of the exterior product packaging box, as well as minor superficial scratches on metal or plastic casings that do not impair functionality, are considered normal occurrences during international shipping and do not qualify for returns, replacements, or refunds.
  • Internal Screws: Vibration during air transport may occasionally loosen small internal screws or fixtures. This is not considered a manufacturing defect; customers can simply remove the access panel or cover and tighten the screws before standard use.

4. Defective, Damaged, or Incomplete Items

Please inspect your shipment thoroughly upon arrival. If an item arrives defective or functionally compromised, you must contact our customer support team within 30 days of delivery with clear photo/video evidence.

  • Modular Component Repair (Standard Solution): As our lighting and aquatic equipment use modular designs (e.g., external power adapters, Bluetooth/Wi-Fi controllers, mounting brackets, replaceable fans), we will provide replacement parts free of charge alongside step-by-step guidance. Customers will be asked to replace the modular component themselves.
  • Replacement Shipping Cost: If reported and approved within 30 days of delivery, shipping costs for the replacement parts will be fully covered by us.
  • Disputes & Chargebacks: We are fully committed to resolving any product issues quickly and fairly. If you experience any problem with your order, please contact our support team at [sales@weekaqua.store] first before initiating a dispute or chargeback with your payment provider, as we can almost always provide a faster, hassle-free solution (such as immediate replacement parts or a direct resolution).

5. Returns & Inspection Process

We accept return requests within 30 days of delivery, subject to prior written approval from our support team. Do not return any package without prior Return Merchandise Authorization (RMA).

  • Return Shipping: Customers are responsible for shipping the item safely with valid tracking and covering all return postage fees to our designated service center address provided in your return authorization.
  • Total Functional Loss (Complete Non-Function): If our technical inspection confirms that the product suffers a total failure that cannot be repaired or resolved via component replacement, a full refund (including standard return shipping costs) will be issued.
  • Partial Defect / Functional Items: If the product is determined to be functional or repairable, it will be serviced/repaired and shipped back to the customer. All return shipping costs, redelivery freight, and destination customs duties will be borne by the customer.

6. Non-Returnable & Non-Refundable Items

The following items are strictly non-returnable:

  • Custom-made, modified, or personalized products.
  • Consumable or perishable goods (e.g., test reagents, liquid additives, live plants).
  • Items showing signs of misuse, unauthorized disassembling, improper wiring, or water ingress damage beyond rated IP specifications.

7. Refunds

Once your returned item is received, inspected, and approved, your refund will be processed back to your original payment method. Please allow 5–10 business days for the credit to appear on your bank or credit card statement, depending on your card issuer’s processing timeframe.

8. Amendments

We reserve the right to amend this Policy at any time without prior notice. Continued use of our store and services constitutes acceptance of the latest updated terms.