Refund policy

Return & Refund Policy

1. General 30-Day Return Window for Standard In-Stock Items

We offer a 30-calendar-day return window counting from the date you physically receive your parcel. Return applications must be submitted within this period, and overdue applications will be rejected automatically.
To qualify for return approval:
  1. The ornament must be 100% unused, never submerged into aquarium water, free of stains, scratches, abrasion or artificial damage.
  2. Complete original factory packaging, protective foam and attached accessories shall be fully retained without loss or damage.
  3. Valid order number, purchase receipt and original payment voucher must be provided for verification.
  4. Minor layer texture marks, slight color deviation caused by 3D printing process are normal craft features and will not be recognized as product defects.

Return Application & Shipping Rules

Send your return request together with real-item photos/videos to sadzh@qq.com for official authorization before sending back goods. Unauthorized returned parcels without prior application will be refused receipt and disposed without notification.
Once your return application gets approved, we will issue the return shipping address and mailing instructions. Buyers shall bear all outbound & return shipping fees for voluntary returns due to personal dislike, mismatched style or wrong self-ordered size. We only cover return freight if goods are confirmed defective/wrong items delivered on our side.

Damaged, Defective or Wrong Shipment Handling

Please inspect goods immediately upon parcel arrival. If you receive broken, defective or mismatched products, you must send clear photo & video evidence within 7 calendar days after delivery to our email. We will assess the problem and arrange replacement, partial compensation or refund correspondingly. Claims submitted beyond 7 days will not be accepted.

Damage caused by improper aquarium use, collision, hot water corrosion, artificial modification or long-term soaking will not be covered for compensation.

Non-Returnable & Final Sale Items (Core Seller Protection Clause)

  1. All customized, personalized, custom-sized 3D printed products: once production begins, orders cannot be cancelled, returned or refunded, only defective products from our production faults are supported for re-production.
  2. Clearance sale goods, discounted promotional items and bundled gift packages are final sales with no return or refund service.
  3. Goods returned with dirt, water stain, scratch, deformation after being put into fish tanks are permanently non-refundable.
  4. Consumables, flammable supplies and other controlled goods are excluded from the return range.

Exchange Solution

We do not support direct exchange service. The most efficient solution is to apply for return for your current item (if eligible), then place a brand-new separate order for the goods you need after your return inspection is passed.

EU Statutory 14-Day Cooling-off Period (Compulsory Compliance)

For orders delivered to European Union territories, consumers enjoy the statutory 14-calendar-day cooling-off right regulated by EU consumer law. This legal right is only applicable to unused, sealed standard in-stock ornaments with intact original packaging.

This 14-day withdrawal right is invalid for all custom-made 3D printing products. Buyers still need to afford return delivery costs when exercising the 14-day no-reason return right.

Refund Processing Rule

We will check the physical condition of returned goods after receiving the parcel. We will inform you of refund approval or rejection via email after inspection.

If approved, funds will be refunded to your original payment account within 10 working days. The arrival delay generated by bank, card issuer payment settlement belongs to normal banking procedure, we will not be responsible for such waiting time.

If you do not receive your refund over 15 working days after our approval notice, contact us via sadzh@qq.com for checking.