Refund & Return Policy

By way of accepting the purchase, the Customer agrees to pay the total amount stated in their invoice without any deductions whatsoever and within the agreed payment terms stated. Once goods are delivered, the sale is deemed final. Therefore the Customer may not return the products supplied for a refund. Exceptions may be made on a case to case basis for a refund request. Should the refund request be successful, New Red Sea Aquarium reserves the right to provide a full or a partial refund minus the applicable costs involved like transportation & logistics. It is the customer’s responsibilities to maintain all invoices in original along with the product packing.

Return Policy

By placing an order or making a purchase with New Red Sea Aquarium, you agree to our terms and conditions set forth. We always strive to provide you with the best product quality & services. Hence, once the sale is performed it is considered final.

However, sometimes a product may not be what you expected. In that unlikely event, we ask you to review the following terms related to returning a product, which is subject to approval, and considerations are made on a case-to-case basis only.

Should your return/refund request be successful, a credit will be issued by us towards your credit card in 8 to 10 working days. New Red Sea Aquarium reserves the right to review the sale and then provide with a full or partial refund. Please note that we do not issue cash or cheque refunds. Any further clarifications can always be mailed to refunds@newredsea.com The decision taken by the management of New Red Sea Aquarium would be final.

Customers are requested to return any product to our registered location at New Red Sea Aquarium, Shop No. 2, Electra Street, Abu Dhabi, United Arab Emirates. Note: Any shipping charges to be borne by the customer. Customers who choose to return products to any of the New Red Sea Aquarium’s representative without a valid acknowledge or company seal, do so at their own risk and cannot expect a refund / exchange / credit note subsequently.

Products returned to us must be with their original packing. New Red Sea Aquarium reserves the right to refuse an item if the packaging is not in a good sellable condition or that if it is deteriorated.

Products that cannot be returned but not limited to:

• Damaged / non-resalable product
• Opened sterile items
• Special order
• Special bulk deals
• Trade promotional offers & discounted items
• To improve our services and respond to requests or complaints.

Products supplied with manufacturer’s warranty, there will be no refund or replacement for any products that falls outside the Limited Product Warranty and Manufacturer’s Warranty.

Sales Return Policy

Perishable goods

( Products with an expiry or best before date )

1. Email details to refunds@newredsea.com and attach copy of the original invoice.
2. Customer to take responsibility in either hand delivering the product to our registered shop or courier the product to New Red Sea Aquarium, Shop No. 2, Electra Street, Abu Dhabi, United Arab Emirates.
3. Customer will be informed of the outcome within 5-7 working days. Note: For special cases it might take longer period and the same would be informed to the customer via their registered email and/or phone.
4. If the return request is successful, the refund would be processed minus any charges to their original form of payment.

Non-perishable goods

(Filter, Brush, Fish Net, Decoration etc)

1. Email details to refunds@newredsea.com and attach copy of the original invoice.
2. Customer to take responsibility in either hand delivering the product to our registered shop or courier the product to New Red Sea Aquarium, Shop No. 2, Electra Street, Abu Dhabi, United Arab Emirates.
3. Customer will be informed of the outcome within 5-7 working days. Note: For special cases it might take longer period and the same would be informed to the customer via their registered email and/or phone.
4. If the return request is successful, the refund would be processed minus any charges to their original form of payment.

Bulk Products

(Aquarium, Cabinet etc)

1. Email details to refunds@newredsea.com and attach copy of the original invoice.
2. Our representative would then fix a visit to the customer’s premises for inspection. Alternatively, the customer may also bring the products personally to our registered location after receiving the acknowledgement of the case.
3. After completion of the inspection, the customer will be informed of the outcome of such return requests within 8-10 working days. For special cases it might take longer period and the same would be informed to the customer via their registered email and/or phone. 4. If the return request is approved & if the product is covered under manufacturer’s
4. If the return request is approved & if the product is covered under manufacturer’s warranty, New Red Sea Aquarium would either repair the product or replace the product free of cost. It is our sole discretion as to whether we replace the item with a new or refurbished unit.