Return and Replacement Policy

Last Updated: March 2026

At A Mart Aquatic World, we strive to deliver high-quality aquarium products and accessories. Since many aquarium products include electrical equipment and consumable items, our returns and replacement policy is designed to ensure product integrity, hygiene, and fairness to both customers and the business.

By placing an order on amartindia.com, you agree to the following policy.

 

 

1. General Policy Overview

  • We do not offer returns by default. We offer replacement only in valid cases.

  • Replacement requests must be raised within 2 days from delivery date for Transit damages, Missing Items, DOA or incorrect product and within 7 days from delivery date for any manufacturing defects which may arise after first use.

  • Replacement requests made after the applicable 2 day or 7 day period from the delivery date will not be accepted, unless the product is covered under warranty. Please refer to the warranty policy.

  • For all replacement requests (except for missing items), reverse shipping has to be arranged for the delivered product by the customer. Please refer to the Reverse Shipping policy.

  • Once the item reaches our facility, it will undergo inspection. After successful verification, a replacement product or an appropriate resolution will be provided to the customer.

 

 

2. Valid Reasons for Replacement Request

Replacement requests will only be accepted under the following conditions:

  • Product received was damaged during transit.

  • Product received has a manufacturing defect.

  • Product received has missing items.

  • Product is not functioning properly upon first use (DOA – Dead on Arrival)

  • Incorrect product was delivered.

Replacement requests will not be accepted for:

  • Change of mind

  • Incorrect product selection by the customer

  • Improper installation

  • Misuse or negligence

  • Damage caused after delivery

  • Normal wear and tear

 

 

3. Eligibility Criteria for Replacement Request 

To qualify for a replacement:

  • The request must be raised within the applicable 2 day or 7 day period from the delivery date.

  • The product must be unused, uninstalled, and in original condition.

  • The product must include: Original Box / Packaging, All accessories (Attachments, Spare parts, etc), User Manual and Invoice.

  • A complete unboxing video is mandatory for any damage, defect, DOA, or missing item claim.

  • The product must be securely packed to avoid damage during return transit.

Failure to meet these conditions may result in rejection of the replacement request.

 

 

4. Unboxing Video Requirement (Mandatory)

A complete unboxing video is mandatory for any damage, defect, DOA, or missing item claim.

The video must clearly show:

  • The sealed outer package

  • The shipping label

  • The entire unboxing process

  • The condition of the product

  • The issue or defect

Claims without a clear unboxing video may not be accepted.

 

 

5. Replacement for Transit Damage

If your order arrives physically damaged during transit:

  • Report the issue and request a replacement within 24–48 hours of delivery.

  • Record a clear unboxing video showing the package being opened and the contents received along with the condition.

  • Share the video, images, and your Order ID with our customer support team.

  • Once your eligibility is verified and the replacement is approved, you must arrange a courier to return the delivered product to our office address. Please refer to the Reverse Shipping Policy.

  • The product must be unused with all accessories intact and in its original condition and packaging.

After verification, a replacement will be processed or an appropriate resolution will be provided.
Customers are advised not to accept packages that appear severely tampered or damaged.

 

 

6. Replacement for Dead on Arrival (DOA)

If a product is non-functional upon first use:

  • Report the issue and request a replacement within 24–48 hours of delivery.

  • Record a clear unboxing video showing the package being opened and the contents received along with a testing video to verify the issue.

  • Share the video, images, and your Order ID with our customer support team.

  • Once your eligibility is verified and the replacement is approved, you must arrange a courier to return the delivered product to our office address. Please refer to the Reverse Shipping Policy.

  • Products must not show signs of misuse, water damage, or incorrect installation.

  • The product must be unused with all accessories intact and in its original condition and packaging.

After verification, a replacement will be processed or an appropriate resolution will be provided.

 



7. Replacement for Missing Items

 If any item from your order is missing upon delivery:

  • Report the issue and request a replacement/dispatch of the missing item within 24–48 hours of delivery.

  • Record a clear unboxing video showing the package being opened and the contents received while mentioning items which are missing.

  • Share the video, images, and your Order ID with our customer support team.

  • Once your eligibility is verified and the replacement is approved, you must arrange a courier to return the delivered product to our office address. Please refer to the Reverse Shipping Policy.

  • In case the product has to be returned, ensure that the product is unused with all accessories intact and in its original condition and packaging (except for the missing item / part).

After verification, the missing item will be shipped or an appropriate resolution will be provided.

 



8. Replacement for Incorrect Product Received

If you receive a product different from what you ordered:

  • Report the issue and request a replacement within 24–48 hours of delivery.

  • Record a clear unboxing video showing the package being opened and the contents received.

  • Share the video, images, and your Order ID with our customer support team.

  • Once your eligibility is verified and the replacement is approved, you must arrange a courier to return the delivered product to our office address. Please refer to the Reverse Shipping Policy.

  • The product must be unused with all accessories intact and in its original condition and packaging.

After verification, a replacement for the correct product or an appropriate resolution will be provided.



9. Replacement for Manufacturing Defects

If you receive a product different from what you ordered:

  • Report the issue and request a replacement within 7 days of delivery.

  • Record a clear unboxing video showing the package being opened and the contents received.

  • Share the video, images, and your Order ID with our customer support team.

  • Once your eligibility is verified and the replacement is approved, you must arrange a courier to return the delivered product to our office address. Please refer to the Reverse Shipping Policy.

  • The product must be unused with all accessories intact and in its original condition and packaging.

After verification, we will arrange a replacement for the correct product or an appropriate resolution will be provided.



10. Reverse Shipping Policy

If a replacement request is eligible and approved:

  • A Mart Aquatic World will provide free reverse shipping as a reimbursement if requests are within 7 days. For post 7 days, refer to the warranty policy.

  • Customers are required to self-ship the product to our office address at their own cost. Reverse pickup will not be arranged by A Mart Aquatic World.

  • The customer must self-ship the product to the following office address: A Mart Aquatic World, Plot Number 5, Sector 6, Sanpada, Navi Mumbai, Maharashtra, 400705, India.

  • Shipping cost will be reimbursed up to standard courier rates in the form of credits or coupons which are redeemable on our official website.

  • If inspection reveals no damage, no defect, false DOA claim, false missing items claim, the return shipping cost will be borne by the customer and no reimbursement will be provided.

  • The customer is responsible for any damage that occurs during reverse shipping. Please ensure the product is securely packed before pickup / dispatch.

  • We are not liable for any loss or damage that may occur during reverse shipment handled by third-party logistics providers. In such cases Replacement may be rejected and refund may not be provided. Please refer to the refund policy.

 

 

11. Inspection & Verification

All returned products will undergo a technical inspection by our team before processing any replacement or refund.

During the inspection, we will verify the following:

  • Overall product condition.

  • Missing parts, components, or accessories.

  • Signs of usage, misuse, tampering, modification, or repair by unauthorized persons.

  • Installation damage or any other physical damage to the product.

Outcome of Inspection:

  • If the returned product meets the return eligibility criteria and is complete, a replacement will be processed. If the item is out of stock, a refund will be issued instead.

  • If the product is incomplete, used, tampered, modified, repaired by unauthorized persons or damaged due to misuse or improper installation, the replacement may be rejected.

  • If a replacement is rejected, a partial refund or return of the product may be offered at the company’s discretion.

 

 

12. Replacement Processing Time

Once the returned product is received at our facility, the following process will take place:

  • Inspection: The returned product will be inspected by our team within 2–3 business days.

  • Replacement Processing: Once the return is approved after inspection, the replacement will be processed within 3–5 business days.

  • Delivery Timeline: The delivery time of the replacement product will depend on the courier or logistics service timelines which range between 3 to 7 business days.

  • Overall Timeline: The entire replacement process is typically completed within 15 business days after the returned product is received at our facility. Please note that the time taken for the product to reach our facility is not included in this timeline.

 

 

13. Replacement Refund Policy 

  • Eligibility for Refunds: Refunds are issued only if the replacement product is out of stock or the product cannot be repaired or replaced.

  • Refund Method: Refunds will be processed through the original payment method or as store credit/coupon, based on the customer’s preference.

  • Processing Time: Refund processing typically takes 5–10 business days, depending on the customer’s bank & payment method.

  • Non-Refundable Charges: Shipping charges and handling charges are non-refundable.

  • Lost Product During Reverse Shipping: If the product is lost during reverse shipping by a third-party logistics provider, no refund will be issued.

  • Damaged Product Returns: If the returned product is damaged during return transit, a partial refund may be issued based on the extent of damage and the product’s condition, at the company’s discretion.

  • Fake Product Returns: If a returned product is found to be fake, tampered, modified or unauthentic, the replacement will be rejected and no refund will be issued.

 

 

14. Non-Returnable / Non-Replaceable Products

The following products are not eligible for return or replacement once opened or used:

  • Fish food

  • Water conditioners / Water treatments

  • Aquarium medicines

  • Aquarium salt

  • Test kits and test strips

  • Filter media

  • Substrates, sands, and gravels

  • Any other consumable aquarium products

 

 

15. Important Notes

  • Minor variations in product color, design, labeling, or packaging do not qualify as defects.

  • Aquarium equipment must be installed and operated strictly according to the manufacturer’s instructions or guidelines provided with the product.

  • Any signs of tampering, modification, disassembly, or repair by unauthorized persons will be considered product alteration and will not qualify for replacement.

  • Damage resulting from improper installation, incorrect voltage, misuse, negligence, or lack of maintenance will not qualify for replacement.

  • Normal wear and tear of consumable parts (such as sponges, filter media, impellers, tubing, etc.) is not eligible for replacement.

  • The customer is responsible for ensuring that the product specifications (such as size, capacity, compatibility, and power rating) are suitable for their aquarium setup before purchase.

  • Products damaged due to improper handling, dropping, water ingress in non-waterproof components, or electrical faults will not qualify for replacement.

  • Products must be used only for their intended aquarium purpose and within the recommended operating conditions.

  • Normal operational sounds, vibrations, or minor performance variations within manufacturer tolerance are not considered defects.

  • Manufacturer specifications, features, or packaging may change without prior notice, and the latest version available at the time of dispatch will be supplied.

 

 

16. Contact for Replacement & Support

To initiate a replacement request, please contact our customer support team with:

  • Order ID

  • Product Name

  • Description of the issue

  • Photos / Unboxing Video

A Mart Aquatic World
Email: info@amartindia.com
Phone / WhatsApp: +91 93263 42828

 

 

Final Disclaimer

By placing an order on A Mart Aquatic World, you acknowledge and agree to this Returns & Replacement Policy.