1. Return Eligibility

To be eligible for a return, the following conditions must be met:

  • The product must be unused, in its original packaging, and in the same condition as when it was received.
  • The return must be initiated within 30 days of the delivery date.
  • Any aquarium accessories that have been opened or used, or are not in a resellable condition, cannot be returned.
  • Proof of purchase (order number or receipt) must be provided.

2. Non-Returnable Items

Some products are non-returnable, including but not limited to:

  • Custom or personalized items
  • Perishable products (such as live plants or animals)
  • Clearance or final sale items
  • Items damaged due to customer misuse or neglect

If you are unsure whether your item is returnable, please contact our support team.

3. How to Return an Item

If you would like to return a product, please follow these steps:

  1. Contact Us: Reach out to our customer service team at support@ulvran.xyz within 30 days of receiving your order. Include your order number, the item(s) you wish to return, and the reason for the return.
  2. Return Authorization: Once your return request is reviewed, we will provide you with a Return Authorization (RA) number and return instructions.
  3. Packaging and Shipping: Securely package the item(s) in their original packaging (if possible). Write the RA number on the outside of the return package. You are responsible for shipping costs unless the return is due to a defective or incorrect item.
  4. Send the Return: Send the item(s) back to the address provided by our customer service team. We recommend using a trackable shipping service to ensure your return is received.

4. Refunds and Exchanges

  • Refunds: Once your return is processed and inspected, we will issue a refund to the original payment method. Please allow up to 7-10 business days for the refund to appear in your account.
  • Exchanges: If you would like to exchange an item for a different size, color, or model, please contact us, and we will assist you in arranging the exchange. The customer is responsible for shipping costs associated with exchanges.

5. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at support@ulvran.xyz. We will arrange for a replacement or issue a full refund, depending on your preference. You must notify us within 7 days of receiving the item for any claims regarding damage or defects.

6. Restocking Fees

In certain cases, there may be a restocking fee of up to 15% for returned items. This will be clearly communicated to you before your return is processed. Restocking fees may apply if the product has been opened or is no longer in resellable condition.

7. Shipping Costs

  • The customer is responsible for paying the return shipping costs unless the return is due to an error on our part (e.g., incorrect or damaged items).
  • Original shipping costs are non-refundable.

8. International Returns

For international orders, the return process may vary, and additional shipping charges may apply. Please contact our customer service team for specific instructions on how to return international orders.

9. Contact Information

If you have any questions about our Return Policy or need assistance with a return or exchange, please don’t hesitate to contact us: