Refund policy

Last updated: July 1, 2026

At AstroExoticReef, we are committed to your satisfaction and the success of every coral we grow in our South Florida systems (180-gallon mixed reef + dual IM 25g lagoons). Because these are living animals, all sales are final except under the specific conditions outlined in our Shipping & Guarantees policy. This Returns & Refunds Policy works hand-in-hand with that page.

Refunds & Replacements

We handle refunds and replacements only through our clearly defined guarantees:

  • Live Arrival Guarantee (DOA): Full refund or store credit (your choice) for the affected coral if approved within 2 hours of first delivery attempt with required unboxing video/photos. Shipping fees are not refunded on DOA claims.
  • 7-Day Health Guarantee: Store credit (equal to the coral’s purchase price) for approved claims. Cash refunds are not issued for health-related issues after successful delivery.

No other refunds or replacements are available. We do not offer returns of live corals for change of mind, sizing, color preference, or any reason outside the guarantees above.

Store Credit Details

  • Store credit is valid for 12 months from the date of issue.
  • Can be used toward any future purchase on astroexoticreef.com.
  • Non-transferable and cannot be redeemed for cash (except where required by law).

Order Cancellations

  • You may cancel an order before it ships. Contact us as soon as possible at astroexoticreef@gmail.com.
  • Once an order has shipped, it cannot be cancelled. You must wait for delivery and file a claim under the Live Arrival Guarantee if needed.

Shipping Costs

  • Free shipping is a one-way benefit on orders over $299. Shipping fees are non-refundable except in cases where we are unable to ship your order at all (full order cancellation by us).
  • Return shipping or replacement shipping is the customer’s responsibility unless otherwise stated in an approved claim.

How to Request a Refund or Store Credit

  1. Review our Shipping & Guarantees policy to ensure your situation qualifies.
  2. Contact us immediately at astroexoticreef@gmail.com with:
    • Your order number
    • Required photos/video (for DOA or health claims)
    • Tank parameters and acclimation details (for health claims)
  3. We review all requests within 24–48 hours and respond promptly.

Important Notes

  • All claims must follow the exact terms in our Shipping & Guarantees policy. This is the single source of truth — any statements on social media, listings, or emails will reference these rules.
  • Because coral health depends heavily on your reef conditions, we strongly encourage you to reach out with questions or photos before filing a formal claim. We’re here to help your new frag thrive.
  • We reserve the right to deny claims that do not meet the stated conditions or show evidence of misuse, fraud, or failure to follow the acclimation guide.

Thank you for choosing AstroExoticReef — supporting in-house propagated, Miami-grown exotic corals. We appreciate your understanding and look forward to helping you build an incredible reef. 🌊

Questions? Reach out anytime at astroexoticreef@gmail.com or through your customer account. We love talking tanks!

This pairs perfectly with the Shipping & Guarantees page you already have. Both are professional, protective, and still friendly for the reef community.

Recommended next steps for your Shopify/custom site:

  1. Create three dedicated pages:
    • Shipping & Guarantees
    • Returns & Refunds (this one)
    • Privacy Policy (already done)
  2. Link them clearly in the footer and on every product page.