Return policy and DOA.

RETURN POLICY - Handmade and Print on Demand Merchandise
At Reef Life Texas, we greatly appreciate your support and value your satisfaction as our customer. We understand that sometimes issues may arise with your handmade or print on demand merchandise purchase. Please review our concise return policy below to ensure a smooth and hassle-free return process:
1. Eligibility:

  • Our return policy covers all purchases made directly through our website or physical store.

  • Only unused and unworn items are eligible for returns. Items must be in their original packaging and in the same condition as when received.

2. Timeframe:

  • We accept returns within 30 days from the date of purchase. After this period, we regretfully cannot offer a refund or exchange.

3. Returns Procedure:

  • To initiate a return, please contact our customer service team. Our team will guide you through the process and provide you with a return merchandise authorization (RMA) number.

  • Ensure the item is securely packaged with the RMA number clearly indicated on the outer packaging. Please also include a note with your name, contact details, and reason for the return.

  • You are responsible for the return shipping costs unless the merchandise received was damaged, defective, or incorrect due to an error on our part.

4. Refunds and Exchanges:

  • Once we receive the returned merchandise, our quality control team will inspect the item to ensure it meets the eligibility criteria mentioned in point 1.

  • Refunds will be issued in the original form of payment within 5-7 business days after the item has been inspected and approved for a return. Please note that shipping fees and any applicable taxes or duties are non-refundable.

  • If you wish to exchange your item, please contact our customer service team who will guide you through the process. Depending on availability, we will process the exchange as quickly as possible.

5. Non-Returnable Items:

  • Unfortunately, certain items are non-returnable for hygiene and safety reasons. These include but are not limited to earrings, swimwear, and personalized/customized items. Please ensure you are aware of these non-returnable items before making your purchase.

6. Damaged or Defective Items:

  • If your merchandise arrives damaged, defective, or incorrect, please contact our customer service team within 48 hours of receiving the package. We will guide you through the necessary steps to resolve the issue promptly.

Please feel free to reach out to our customer service team if you have any questions or concerns regarding our return policy. We are committed to ensuring your utmost satisfaction with your handmade and print on demand merchandise purchase from Reef Life Texas.
(Note: This return policy is subject to change without prior notice. Please refer to our website for the most up-to-date version.)

Reef Life Texas DOA Policy for Live Goods
At Reef Life Texas, we are committed to providing our customers with healthy and thriving products. However, we understand that sometimes unforeseen circumstances can occur during shipping or acclimation, which may result in the unfortunate loss of Live Goods. To ensure customer satisfaction and uphold our high-quality standards, we have implemented the following Dead on Arrival (DOA) policy for Live Goods sales:
1. Reporting a DOA: Customers must report any losses within 2 hours of delivery. This must be done by sending an email to our customer service team at reeflifetexas@gmail.com. The email should include clear photographs or videos of the deceased product, both within the packaging and after being acclimated in a proper aquarium environment.
2. Review and Evaluation: Upon receiving the DOA report, our customer service team will review the provided evidence to assess the situation. We may request additional information or clarification if necessary.
3. DOA Verification: In some cases, we may require customers to carefully perform a simple water parameter test to verify that the product was indeed received in unsatisfactory condition. This is to ensure that any potential issues related to water quality or acclimation are properly addressed.
4. Replacement, Refund, or Store Credit: Once the DOA claim has been verified, we will offer the customer three options:

  • Replacement: If the customer wishes, we will replace the DOA product with a similar or same species of equivalent value, subject to availability. Shipping fees for the replacement will be the responsibility of the customer.

  • Refund: Customers may choose to receive a refund for the cost of the DOA product, excluding shipping fees.

  • Store Credit: Alternatively, we can issue a store credit for the value of the DOA product, excluding shipping fees. This credit can be used towards future purchases from Reef Life Texas.

5. Shipping Responsibility: Customers are responsible for providing accurate and complete shipping information, as well as ensuring that someone is available to receive the package upon arrival. In case of failed delivery due to an incorrect or incomplete address or unavailability, the DOA policy will not be applicable.
6. Shipping Conditions and Recommendations: We take utmost care in packaging and shipping our Live Goods. However, it is important to acknowledge that shipping live organisms carries inherent risks. We recommend that customers are prepared with appropriate acclimation procedures, quarantine tanks, and properly adjusted water parameters to minimize stress and ensure the successful acclimation of all Live Goods.
7. Exclusions: This DOA policy does not cover Live Goods that have been damaged due to improper acclimation, negligence, or tank incompatibility. We strongly advise customers to research and understand the specific requirements of these products before purchasing.
Reef Life Texas aims to exceed customer expectations and ensure a positive shopping experience. Despite our best efforts, situations may arise where Live Goods do not survive the shipping and acclimation process. Our DOA policy is designed to address such instances promptly and fairly, providing our customers with appropriate solutions.

Lastly, we are not responsible for shipping delays due to carrier issues or unforeseen circumstances during transit. We will however work with you to resolve the issue with the carrier to the best of our abilities if a problem arrises.