Refund policy

Return Policy — Aquarium Equipment & Supplies

• All returns and/or exchanges must be made within 30 days of receipt of product.
• Before returning or exchanging any goods, you must contact J&L Aquatics to obtain a Return Merchandise Authorization (RMA). Items returned without prior authorization will be declined.
• Returned items must be unused, in original packaging, in as-new condition, and in perfect sellable condition. All returns are subject to inspection upon receipt.
• A 15% restocking fee applies to all online returns. This fee includes the cost of outbound shipping.
• Customer is responsible for return shipping costs on standard returns.
• Order cancellations made before shipping are not subject to a restocking fee.

Non-Returnable Items

• Special order items
• Clearance / final sale items
• Open box items

Regular sale items (non-clearance) are returnable within the 30-day return window, subject to our standard return conditions.

Defective, Warranty & DOA Items

• If you receive an item that is defective, not working, or dead on arrival (DOA), please contact us as soon as possible.
• Confirmed defective and warranty returns have no restocking fee and no Affirm fee. Customer does not pay return shipping — J&L Aquatics will provide a prepaid return label.
• All defective claims are subject to inspection. Items showing signs of customer damage, improper installation, or misuse are not covered under warranty.

Carrier Damage & Lost in Transit

• If your order arrives damaged by the carrier or is lost in transit, please contact us right away with:
  • Photos of the damaged product (if applicable)
  • Photos of the damaged box/packaging (if applicable)
  • A description of the issue
• Important — Do not throw out any packaging! Please keep all original packaging, boxes, and packing materials. These are required to process your claim. Discarding packaging may affect our ability to resolve your claim.

High-Value Items ($100+)

• For items valued at $100 or more, customers must provide a return tracking number before a replacement will be shipped.

Affirm & Financing Orders

• Affirm or similar financing orders that are cancelled or returned in-store are subject to a 5% service charge. This covers the processing fee charged to us by the financing provider.
• The Affirm service charge does not apply to confirmed defective or warranty returns.

Livestock Returns

There are no returns on livestock unless previously approved.

Please contact us via telephone (604) 444-1161 or through email at livestock@jlaquatics.com prior to your visit to the store!

Questions about a return? Please contact us before sending anything back — we're happy to help.