Refund Policy

Returns

At Bespoke Reef, we want you to be completely satisfied with your purchase. If you are not happy with an item, you may request a return within 7 days of receiving your order.

To be eligible for a return:

  • The item must be unused and in the same condition that you received it.

  • The item must be in its original packaging.

  • You must provide proof of purchase or order number.

Items returned without meeting these conditions may not be eligible for a refund.

Non-Returnable Items

Some items cannot be returned for hygiene or safety reasons, including:

  • Opened water treatment products

  • Used aquarium equipment

  • Items damaged due to improper use or installation

If you are unsure whether your item qualifies for return, please contact us first.

Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 48 hours of delivery.

To process the claim quickly, please provide:

  • Your order number

  • Photos of the damaged item

  • Photos of the packaging

We will review the issue and offer either:

  • A replacement, or

  • A full refund

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Your refund will be processed to your original payment method.

  • Please allow 5–10 business days for the refund to appear in your account.

Return Shipping

Customers are responsible for return shipping costs, unless the item was damaged, defective, or incorrect.

Shipping costs are non-refundable.

Late or Missing Refunds

If you have not received your refund yet:

  1. Check your bank account again

  2. Contact your bank or payment provider

  3. Processing times may vary depending on your provider

If you still have not received your refund, please contact us.

Contact Us

If you have any questions about our Refund Policy, please contact us:

Email: support@bespokereef.co.za
Website: BespokeReef.co.za

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