Refund policy

Returns

We accept returns of unopened, unused AquaErase pouches within 30 days of delivery. The pouch must be sealed with its original packaging intact.

Opened pouches

Once a pouch has been opened we cannot accept it back. AquaErase is a water treatment product, and once the seal is broken we cannot verify how it has been stored or whether the contents remain uncontaminated. We are not able to resell it or vouch for it in another aquarium, so opened pouches are not eligible for return or refund.

If your order arrives damaged or incorrect

That is always ours to put right. Email info@infinityaquaticsco.com within 14 days of delivery with your order number and a photo. We will replace the item or refund it in full, including shipping. You do not need to send a damaged pouch back.

If the treatment does not appear to be working

Results depend on following the directions, particularly removing activated carbon and increasing aeration before dosing. Carbon absorbs the treatment and is the most common reason it appears not to work. Email us with your tank size, water parameters and the steps you followed, and we will help you troubleshoot.

How to start a return

Email info@infinityaquaticsco.com with your order number and we will send return instructions. Return shipping is the customer's responsibility unless the item arrived damaged or incorrect.

Refund timing

Once we receive and inspect the return, we will refund the original payment method within 5-10 business days. Original shipping charges are not refunded. Your bank may take a few additional days to show it.