Follow these simple on-line instructions to ensure that your product return is handled promptly, accurately, and that you receive the maximum credit for your return.
STEP 2) Request an RMA# to return your products in order to receive credit. Please call 760-277-6760 or email us to obtain your RMA#.
STEP 3) Ensure product(s) to be returned has all of the original packaging, product manuals and warranty documentation. Ensure the product(s) and packaging is NEW, UN-OPENED and UN-USED without any price tags or other markings.
STEP 4) Package the product(s) in a similar manner to how it was originally shipped to you. DO NOT send product(s) back without first packaging the item in a cardboard outer box. Most restocking fees are assessed because the product is returned to us WITHOUT being repackaged in a cardboard outer box. We must then purchase new packaging from the manufacturer. The fee that the manufacturer charges us is then passed on to you in the form of a restocking fee.
STEP 5) Once we receive the product(s), we will issue a credit within 2 to 4 business days as long as the product is returned to us with a VALID RMA # ONLY.
STEP 6) What is a re-stocking fee and will I have to pay one? We will provide a 100% store credit for the purchase price of the product(s) as long as the product(s) is returned with a VALID RMA# within 30 days of purchase. Product(s) marked "special order" or "drop ship only" will be charged a 5% to 30% restocking fee depending on the product manufacturers policy. Product(s) returned WITHOUT A VALID RMA#, without the original packaging, or in a shop worn condition will ONLY RECEIVE CREDIT AT OUR DESCRETION and will be subject to a 15% to 30% RESTOCKING FEE. STEP 7) Once we receive the product(s), we will issue a credit within 2 to 4 business days as long as the product is returned to us with a VALID RMA # ONLY.
SPECIAL NOTE: DUE TO THE HIGH COST OF CREDIT CARD PROCESSING FEES, CUSTOM AQUATIC, INC. RESERVES THE RIGHT TO CHARGE A 5% RESTOCKING FEE FOR ANY RETURN CREDITED BACK TO A CREDIT CARD. THIS IS THE MONEY THAT VISA / MASTERCARD / DISCOVER AND AMERICAN EXPRESS CHARGES US TO PROCESS A RETURN.