Exchange and Return Policy

Exchange and Return Policy – Aqua Haven

At Aqua Haven, we strive to provide a satisfying shopping experience for all our customers. If you are not happy with your purchase, we offer a clear and fair exchange and return policy, subject to the terms and conditions outlined below.


First – Replacement Policy: When are you entitled to a replacement?

The consumer has the right to exchange the product within 7 days of the date of receipt in the following cases:

  • If the product has a manufacturing defect or is damaged during shipping.
  • If the product does not match the description or pictures displayed in the store.
  • If a different product is received than what was ordered.

Replacement conditions:

  • The product must be in its original condition and unused.
  • It must be in its original packaging with all its accessories.
  • Provide a purchase invoice or proof of order.

Substitution is not permitted in the following cases:

  • If the product is manufactured specifically based on the customer's request.
  • If the product is alive (fish, aquatic plants, microorganisms).
  • If a defect appears due to misuse or negligence by the customer.
  • If more than 7 days have passed since receipt.

Second – Return Policy

When are you entitled to a refund?

The consumer has the right to return the product within 7 days of the date of receipt in the following cases:

  • If the product has a documented manufacturing defect or was damaged during shipping.
  • If the product does not match the advertised specifications.
  • If the wrong product is received, other than what was ordered.

Return policy:

  • The product must be in its original condition and unused.
  • It must be in its original packaging with all its contents.
  • Provide photos of the defect or problem when contacting customer service.

No refunds are allowed in the following cases:

  • If the product is manufactured specifically based on the customer's request.
  • If the product is alive (fish, aquatic plants, etc.).
  • If a defect appears due to misuse or negligence.
  • More than 7 days have passed since receipt.

Third – Financial Recovery Mechanism

  • The refund will be processed within 7 to 14 business days from confirmation of return acceptance.
  • The refund will be sent to the same payment method used for the purchase.
  • In the event of a return due to a manufacturing defect, the store will bear the full shipping costs.
  • In the case of a return for personal reasons (not a defect), the shipping costs are borne by the customer.

Fourth – How do you request a replacement or refund?

  1. Contact us via social media or the "Contact Us" page during the warranty period.
  2. Send us pictures of the product and the purchase invoice.
  3. Our team will contact you within 24 hours to confirm your order and guide you through the next steps.
  4. After approval, arrangements will be made to receive the product or send a replacement.

Important note: All living organisms (fish, shrimp, snails, plants) are not eligible for return or exchange after receipt due to their unique nature. We always take great care to package and ship living organisms to the highest quality standards to ensure they arrive in perfect condition.

Last updated: March 2026 | This policy is subject to the provisions of the Consumer Protection Law in the Kingdom of Saudi Arabia.