Refund policy

At Luna Reef, we take pride in building and shipping high-quality aquarium filtration products. Please review our return, cancellation, and shipping damage policies carefully before placing your order.

 

Returns

 

Luna Reef offers a 30-day limited return policy. You have 30 days from the date your order is delivered to request a return.

To be eligible for a return, the item must be unused, in the same condition in which it was received, and in its original packaging. Proof of purchase is required for all return requests.

Items that have been removed from their original packaging are not eligible for return unless the item is damaged, defective, or has a verified manufacturing issue.

To request a return, please contact us at rob@luna-reef.com. If your return is approved, we will provide return instructions. A return shipping label may be provided upon request. Applicable return shipping costs will be deducted from your refund along with a 5% processing and restocking fee.

Items returned without prior approval will not be accepted.

 

Shipping Damage

 

Please inspect your order immediately upon delivery.

If your item arrives damaged due to shipping, you must contact Luna Reef within 24 hours of delivery. Shipping damage reported after this 24-hour window may not be eligible for replacement.

To properly review a shipping damage claim, clear photos are required. Photos must include:

• The damaged product

• The exterior packaging

• The interior packaging and protective materials

• Any visible damage to the shipping box, crate, or packaging materials

These photos are required so we can properly document the damage and file a claim with the shipping carrier. Without adequate photos of both the product and packaging, we may be unable to replace the item or complete a shipping damage claim.

 

Defects or Manufacturing Issues

 

If you believe your item has a defect or manufacturing issue, please contact us as soon as possible. We will review the issue and work with you to determine the appropriate resolution. In some cases, additional photos, videos, or product information may be requested to help us evaluate the concern.

 

Order Cancellations

 

ARC Line Sumps

 

ARC line sumps are built to order. Because these products are made specifically after an order is placed, ARC line sump orders cannot be cancelled under any circumstances.

 

All Other Products

 

Orders for products outside of the ARC line may be cancelled prior to shipment. Approved cancellations will be refunded to the original payment method, minus a 3% payment processing fee.

Once an order has shipped, it can no longer be cancelled as a standard cancellation. The order may be treated as a return request, subject to approval. The customer is responsible for return shipping costs, and a 5% restocking and processing fee will be deducted from the refund.

A return shipping label may be provided upon request, and the cost of the label may be deducted from the refund amount.

 

Non-Returnable Items

 

The following items are not eligible for return:

• ARC line built-to-order sumps

• Custom products

• Special order items

• Sale or clearance items

• Gift cards

• Items that have been used or removed from their original packaging, unless damaged, defective, or affected by a verified manufacturing issue

Please contact us at with any questions about whether a specific item is eligible for return.

 

Exchanges

 

We do not process direct exchanges. The fastest way to receive the item you need is to request a return for the original item, if eligible, and place a separate order for the new item.

 

Refunds

 

Once your return has been received and inspected, we will notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us.