Fluval FLUVAL FX5 Accessories

RETURNS AND REFUNDS POLICY

365-Day Satisfaction Guarantee

What You Need to Know:

• Eligible returns accepted within 365 days
• Easy online return process
• Free return labels available for eligible returns
• Refunds issued to the original payment method
• Most refunds are processed quickly after inspection

Filters Fast is happy to accept returns on eligible items within 365 days of the original ship date. All returned Products are inspected and must be in a new, unused condition and contain all original parts, shrink wrap, protective seals, and components. Products with the "Satisfaction Guarantee Badge" are eligible for return in used condition. We will not accept the return of any other Products, including those that have been damaged other than by the applicable carrier, used, or do not contain all original parts, shrink wrap, protective seals, and components.

What Can Be Returned

Products are eligible for return if they:

• Are returned within 365 days
• Are new and unused
• Include original packaging and components
• Have the Satisfaction Guarantee badge on packaging

Items That Cannot be Returned

We will not accept the return of any other Products, including those that have been damaged other than by the carrier, used, or do not contain all original parts, shrink wrap, protective seals, and components.

Items that cannot be returned:

• Custom air filters
• Masks
• Mask replacement filters
• Commercial HEPA filters
• Products damaged during installation
• Product damaged by misuse

Damaged or Defective Products

Water Quality Damages

Products damaged by water quality are not eligible for returns or refunds.

Installation Damage

Products damaged due to incorrect installation are not eligible for returns or refunds.

Product Misuse

Products that have been misused are not eligible for returns or refunds.

Shipping Damage

Filters Fast is not liable for damages to your Product(s) caused by the carrier. If your order arrives damaged, please report it as soon as possible through Your Account. Claims submitted within 365 days of the original ship date may be eligible for replacement or refund.

If you receive Products damaged by the carrier, we will work to resolve the issue, which may include you returning the Products to us. Please follow these steps to submit a claim for Products that the carrier damaged:

• Contact our Customer Care Team by email ([email protected]) or via text (704) 228-9166 as soon as possible to request a replacement or refund.
• Submit a clear photo of the damage.
• All requests must be made within 365 days from the original shipment date.

Return Restrictions

• After inspection, if your return is deemed damaged other by the carrier, we reserve the right to decline the return request, including any damage caused by water quality or usage.
• In the event that Filters Fast makes an error in your Transaction, it must be reported within 365 days of receiving the applicable Product(s). We encourage you to check your order upon receipt and notify us promptly if you have any issues with your order. After 365 days, Filters Fast reserves the right to deny a return request. We encourage our customers to check the contents of their packages as soon as they are received.
• Please do not refuse delivery as a method of returning an item. Refused packages cannot always be tracked back to us and may delay your refund. A $10 processing fee may also apply.

We encourage our customers to package their return carefully to avoid any damages in transit back to us.

Shipping & Return Labels

We gladly offer our customers free return shipping for eligible returns within the contiguous United States.

Customers in Alaska, Hawaii, Puerto Rico, and outside of the United States should contact our Customer Care Team for assistance.

Refund Information

We inspect all returned items when they arrive at our distribution facility. If you comply with the Returns Policy and your return is a result of a Filters Fast error in processing your Transaction or a defective Product that is protected by the Satisfaction Guarantee, we will refund the full cost of the Product. Additionally, if you comply with the Returns Policy and depending on the circumstances, we may refund the full cost of Products that are damaged due to the mishandling of the carrier.

Original outbound shipping charges are not refunded unless the return is a result of a Filters Fast error.

Refund Restrictions

• Filters Fast will not issue any refunds on Products that were damaged during installation or because of incorrect installation or that were otherwise damages, unless such damage was due to carrier mishandling.
• Refunds on returned Products that are shipped to you by mistake or that are damaged by the mishandling of the carrier will only be granted on Products that are in a new and unused condition, with all parts, shrink wrap and components intact.
• Original shipping costs are not refunded.
• We will not issue refunds for custom air filters.

After your return is received and inspected, refunds are typically processed within 1-2 business days. Depending on return shipping and your financial institution, the full refund may appear within 2-3 weeks. All refunds are issued to the original payment method.

Address Validation

Please double-check your shipping address before placing your order. Orders shipped to an incorrect address provided during checkout cannot be refunded or replaced until the original shipment is recovered.