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Returns Procedure

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 1) Have you read our terms and conditions? IF not, click here.

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.