Refund policy

Refund Policy

TRUVU Aquariums builds acrylic aquariums, stands, and accessories to order from Arizona. This page explains returns, refunds, and how we handle defective or damaged items.

Built-to-order and custom items — not returnable

Aquariums, aquarium stands, and filters built to order, and any custom-built item, are not eligible for return or refund once production has started or the order has shipped. If you need to change or cancel an order, email us as soon as possible at customerservice@truvuaquariums.com — we will confirm whether production can still be stopped.

In-stock accessories and equipment

Unused in-stock accessories and equipment (not built to order) may be returned within 15 days of delivery if they are in the same condition you received them and in the original packaging.

  • You must email us for a return authorization (RA) before shipping anything back. Items returned without an RA will not be refunded, and return postage back to you is your responsibility.
  • We charge a 20% restocking fee on approved returns.
  • You pay return shipping. Original outbound shipping is not refunded. Return shipping cost may be deducted from your refund if we paid for a prepaid label.
  • Refunds are based on the original item purchase price only, less the restocking fee and any applicable deductions.

Unused in-stock 20 L, 20 regular and 29 H aquariums follow the same 15-day return terms as in-stock accessories: original condition and packaging, RA required, 20% restocking fee, and customer pays return shipping; original outbound shipping is not refunded.

How to request a return

  1. Email customerservice@truvuaquariums.com (or info@truvuaquariums.com) with your order number, what you want to return, and why.
  2. Wait for your RA number and return instructions.
  3. Ship the item to:
    TRUVU Aquariums
    251 E. Chilton Dr
    Chandler, AZ 85225
    United States
    Include your RA number clearly on the package.

Use a trackable, insured shipping method for returns. Risk of loss on the return shipment stays with you until we confirm we have received the package.

Refunds

After we receive and inspect an authorized return, we email you to confirm receipt and whether the refund is approved. Approved refunds are issued to your original payment method within 7 business days of approval. Card and bank posting times can add a few extra days after we issue the credit.

Defective items and shipping damage

We replace or repair items that are defective or that arrive damaged when the claim is timely and authorized.

  • Freight / transit damage: Follow the steps in our Shipping Policy — note visible packaging damage with the driver before you sign, then email us within 48 hours with photos, your order number, and the carrier PRO or bill of lading number.
  • Manufacturing defects: Contact us at customerservice@truvuaquariums.com with your order number and photos. Do not ship the item back until we give you an authorization and instructions.

Questions

For return authorizations, refunds, or defect claims, email customerservice@truvuaquariums.com or call (623) 242-5649.