Terms and Conditions
Custom Aquatic, Inc accepts returns of defective merchandise of most manufactures (see below for a list of excluded manufacturers) when you request authorization for the return within 30 days of your original invoice date. If you need to return a defective product to us, you must call us at 760-277-6128 or email us within 30 days of the original invoice date.
Your call or email will be handled by one of our Technical Support Representatives who will verify the nature of the defect and determine the eligibility for return to us. If the product is eligible for return to us, we will issue you a Return Merchandise Authorization (RMA) number. RMA's are valid for 15 days, and the product(s) must be received by Custom Aquatic, Inc. before the RMA expires. We are unable to accept for return any product received after the expiration of the RMA. RMA's cannot be extended or re-issued.
RETURNS POLICY: When you purchase any product from Custom Aquatic, Inc. you are entitled to its manufacturer's warranty against defective merchandise. Several of our major manufacturers' policies prohibit us from accepting returns and require that you contact them directly for assistance regarding their product(s). These manufacturers will repair, return or replace them in accordance with their own policies:
Aqua Medic / Aqualine Buschke 1 866-419-0086 | Aqua Ultraviolet 1 800-454-2725
PurFlo (NuClear) 1 800-777-4458 | PFO Lighting 1 800-577-9690
TAAM (Rio) 1 805-383-3566 | Danner MFG. 1 888-795-5677
Hamilton Technology 1 800-458-7474 | IceCap 1 800-742-3227
Aquadyne (Octopus) 1 858-569-2082 | Aquarium Currents (Sea Swirl)1 570-422-6755
Dolphin Aquarium 1 850-434-9880 | Red Sea Fish pHarm 1 888-RED-SEA9
If your product is not made by one of the manufacturers mentioned above, the following policy applies:
Un-opened packages: Before opening each product please check its packaging and label carefully to be sure you received the correct product and version. If the supplier's original packaging and seal is still intact, you may return the product to us within 30 days from purchase for an exchange, merchandise credit or refund (excluding shipping and handling charges), subject to a 15% restocking fee for opened or shop worn merchandise. Return shipping to us is at your own expense. You must include a copy of the original invoice with the RMA# inside your return package.
Defective Returns: If your product is not functioning properly, please call our Technical Support Department at 1-800-397-7238 as soon as possible (but not later than 30 days from purchase). In most instances, our highly skilled Tech Support representatives can assist you in diagnosing and resolving your product problems. However, in rare instances, a product is defective. In such case, we will replace the product with an even exchange of the same item, subject to in-stock availability and manufacturer warranty. Replacement items ship within two business days after the defective item is received in our warehouse and inspected by our Returns Department. Custom orders and products designated as "all sales final", "no returns" or similar language may not be returned. All products returned to us must be accompanied by a valid Return Merchandise Authorization (RMA) number issued by us within 30 days of your original invoice date. After 30 days from purchase we can no longer issue an RMA and will refer you to the manufacturer for warranty service. RMA's expire in 15 days after they are issued and cannot be extended or re-issued. All returned products must be 100% complete in original packaging and in resalable condition, with all packaging, product, manuals, blank warranty card and other accessories and documentation included. A valid RMA number must be written clearly and conspicuously on the outside of the packaging. Incomplete or unauthorized returns will be refused. Please send all packages with valid RMA's to: Custom Aquatic, Inc, P.O. Box 2588-F El Camino Real # 610, Carlsbad, CA 92008. Include a copy of your receipt in the package. Please call 760-277-6128 or email us to obtain your RMA#.
PRICES: All prices are F.O.B. our warehouse. All taxes extra where applicable. Prices are subject to change without notice. All shipments will be invoiced at prices in effect on date shipment is made. All orders accepted subject to credit approval. Past due invoices subject to service charge of 1-1/2% per month.
INVOICE TERMS: 1% - 10 days following date of invoice, net 30. Minimum net charge per invoice is $50.00. All taxes extra.
FREIGHT TERMS: F.O.B. our dock, freight collect.
GUARANTEE: Merchandise of our manufacture is guaranteed to do the work for which it is intended where properly installed and operated. Custom Aquatic, Inc. warrants each new product manufactured and sold by them to be free from defects in material and workmanship for a period of one year from date of sale. This warranty does not obligate Custom Aquatic, Inc. to bear the cost of labor or transportation in connection with the replacement or repair of defective parts, nor shall it apply to any product upon which repairs or alterations have been made, unless authorized by the manufacturer. Custom Aquatic, Inc. shall in no event be liable for consequential damages or contingent liabilities arising out of the failure of any product, its power unit or its accessories to operate properly. No express, implied or statutory warranty other than herein set forth is made or authorized to be made by the manufacturer. All products not manufactured by Custom Aquatic, Inc. are subject to the warranties or their respective manufacturers.
CLAIMS: All goods shall be deemed delivered to purchaser at the time they are placed in the hands of carrier and consigned to purchaser. Loss, damage or destruction of any said merchandise is assumed by purchaser. No claims may be made for shortages unless made within 2 days from receipt of merchandise.
FORCE MAJEURE: The company shall not be held responsible or in default under any contract or order or liable to anyone for any losses or damages arising from delay, inability or failure to fill orders or to perform its obligations caused by acts of God, force majeure, fire, flood, explosion, accident, strike or other labor trouble, the exercise of civil or military authority, scarcity of labor or materials, transportation difficulties, demand exceeding supply, voluntary or compulsory application of priority rationing, limitation of production or any regulations by governmental order, or any cause or circumstances beyond its reasonable control, or resulting from any scheme of allocation among its customers in the event of shortage or delay.
CANCELLATION: No orders or sales may be cancelled without the consent of Custom Aquatic, Inc. At Custom Aquatic, Inc.'s option, cancelled orders are subject to payment of cancellation charges equal to all costs incurred by Custom Aquatic, Inc. up to the date of cancellation, but no more than 15% of the order total.
SHIPPING WEIGHTS SHOWN ARE APPROXIMATE. QUOTATIONS VALID FOR THIRTY (30 DAYS.)
RETURNED CHECK FEE: All returned checks will be charged a $25.00 processing fee. All accounts are past due after 30 days unless special arrangements have been made. All past due accounts will be charged a finance charge of 1-1/2% per month (18% annual percentage) plus all legal fees incurred during the collection process.
DECLINED CREDIT CARDS: All declined credit cards are subject to a $5.00 service fee.
DISCOUNTS: All discounts offered at the time of sale are contingent upon prompt payment as specified by the terms set forth above. Promotional discounts will be lost and billed back to the customer for invoices not paid within normal terms.
SHORTAGES/DAMAGED SHIPMENTS: All shortages or errors must be reported to our office WITHIN 48 hours of receipt. Email to notify us of any damaged products that you receive. Failure to adhere to this requirement may result in denial of credit. Please be sure that you have received all cartons you are signing for, and that none are damaged. A signature by you or your representatives signifies all merchandise was received in undamaged, saleable condition (aquariums and sumps free of any cracks, flaws, or damaged frames) and verifies the number of cartons you received is correct as stated on our invoice.