Refund and Cancellation Policy

1. Order Cancellation

You may cancel your order within 24 hours of placing it, provided the order has not been processed or shipped. To cancel an order, please contact our customer support team immediately with your order number.

Once an order has been processed or shipped, it cannot be cancelled and will be subject to our return policy.

2. Returns

We accept returns within 7 days of delivery for eligible products. To be eligible for a return:

• The item must be unused, in the same condition that you received it
• The item must be in its original packaging
• You must provide proof of purchase (order number or receipt)

Items that are not eligible for return include:

• Perishable items (live plants, fish food)
• Personalized or custom-made items
• Items marked as "Final Sale"
• Items damaged due to misuse or improper handling

3. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5-7 business days and a credit will automatically be applied to your original method of payment.

Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.

4. Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 48 hours of delivery with photos of the damage. We will arrange for a replacement or full refund at no additional cost to you.

5. Non-Refundable Items

Shipping costs are non-refundable. If you receive a refund for the cost of the item, the cost of return shipping will be deducted from your refund unless the return is due to our error or a defective product.

6. Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us at support@ktaqua.com with your order details.

7. Late or Missing Refunds

If you haven't received a refund within 10 business days of approval, please first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. If you've done all of this and you still have not received your refund, please contact us.

8. Contact Us

If you have any questions about our refund and cancellation policy, please contact us through our contact page or email us at support@ktaqua.com