Refund policy

Steps for How to Request a Return:


  1. Read the full return and refund policy below
  2. To Initiate a request for a return, please log into your Globalnestes Customer account
  3. Locate the applicable order with the item(s) you'd like to return
  4. Click "Request Return" in the upper right
  5. add a checkmark next to each item you'd like to return
  6. Select the reason, and add a note explaining why you'd like the return
  7. Press "Request Return"  to submit your request
  8. You will receive an email confirming that your submission was received - If you'd like to submit any additional information such as pictures or a video, the best way is to reply to that email

Please allow 2 business days (Monday-Friday) for us to review & approve. Once approved, we will send you instructions on how to send the unit back. 

Video Walk through - how to initiate a return at Globalnestes


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Return Policy


Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can no longer offer you a refund or exchange.

Shipping damage must be reported to us within 24 hours of receipt, and photo-documented. Please contact us at: [email protected].

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, plants, and medicines that expire cannot be returned.

Additional non-returnable items:

  • Custom or personalized products (e.g. Pond Liner that is fabricated on demand)
  • Gift cards
  • Downloadable software products
  • Momotaro Bacteria House and Mountain Tree Media
  • Fish, plants, & other live goods
  • Items shipped by Freight
  • Items that are used

 

 

Partial refunds (if applicable)

There are certain situations where only partial refunds are granted (if applicable):

  • Any item not in its original condition or is damaged or missing parts for reasons not due to our error
  • Merchandise that has been opened from the original packaging
  • Any special order items
  • Items that are built to order (e.g. Filtration Systems), once the build for the system has begun, order cancellation will incur a restocking fee for the materials used in the build.
  • Shipping charges are non-refundable
  • The cost of shipping will be deducted from the refundable total on purchases that qualified for free shipping

Used items (if applicable)

Items that are returned that show signs of use are not eligible for a refund. No refund will be granted If an item is received and is determined to have been used. 

    Refunds (if applicable)
    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

     

    Late or missing refunds (if applicable)
    If you haven’t received a refund yet, first check your bank account again.
    Then contact your credit card company. Depending on your credit card company, it may take a couple of days before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

     

    Sale items (if applicable)
    Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded.

     

    Exchanges (if applicable)
    We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected]

     

    LIVE GOODS: Refunds or Replacements for Plant, Snail, and Koi fish
    We guarantee that all plants, snails & koi fish will arrive to our customers alive, healthy, and in good condition. If your live goods do not arrive in good health, we will refund or replace your order at no additional cost to you provided that you meet the following conditions: 1) you contact us within 24 hours of receipt of your plant order arrival or notice of arrival, and 2) you provide photo documentation of the condition in which your goods arrived. Plants need to be planted immediately according to the planting instructions. Snails & Fish need to be immediately acclimated to pond water per the Acclimation procedures. 

    Please understand that damage that occurs after delivery due to environmental factors such as poor water conditions, poor husbandry, or frost is not something we can control and as such will not be considered for a refund or replacement. Please email us with photos of your plants to [email protected].  

    We take several factors into consideration when determining whether to replace or refund the order. It'll be the sole discretion of Globalnestes to determine whether it is best to replace or refund the order.

     

    Gifts
    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

    If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift-giver, and she/he will be notified of your return.

     

    Shipping
    To return your product, you should mail your product to: 


    Globalnestes, ATTN: RMA # XXXX
    18411 36th DR SE
    Bothell, WA 98012

    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. This includes the cost of the initial shipping as well as the cost of the return shipping.

    Depending on where you live, the time it may take for your exchanged product to reach you may vary.

    If you are shipping an item over $37.5, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.