Warranty

Last Updated: July 4, 2024

At inD aquatics, we want to ensure we provide great service to our customers. For this purpose, we have prepared a Warranty Statement to inform you of our procedures and how we intend to handle warranty requests. Please note that the following statement applies only to individual customers.

To ensure a smooth process for warranty support, please keep your purchase receipt, invoice, and other relevant paperwork for your inD aquatics product as proof of purchase for any future service inquiries. This will help us provide fast and efficient service in case of a warranty claim. Please note that only purchase receipts issued by inD aquatics or distributors authorized by inD aquatics are valid for warranty. All refunds, returns, and replacements will only be processed after the original products have been received and inspected at our local warehouse.

Any warranty case must be submitted via our official support page. Please note that all return requests must be submitted to our official customer support first and the package must be returned to our designated address, otherwise you could be liable for the loss of the returned items. Any return that has not been confirmed and monitored by customer support might be lost.

Documentation needed for a warranty service:

Purchase receipt, invoice, and other relevant paperwork.
A brief description of the product issue along with clear evidence of its presence (e.g., photos, videos, and log files where relevant).

The following policy terms will not affect any other rights you are entitled to under the applicable laws of your state or jurisdiction.

If the product is purchased on a 3rd party website or via other purchasing channels such as a retail purchaser (“Resellers”), you shall follow their individual return and exchange policies.

aF4 Packaging

The original packaging will provide the best protection for the products, and improper packaging may void warranty and be subject to charges. Pack the products according to our instructions to prevent damage in transit. inD aquatics will cover the cost of return shipping which is caused by our product quality during the warranty, but you will be responsible for the returned product's packaging and any damage occurring in transit caused by improper packaging. So we highly recommend that you keep the original packaging box and packing materials of the product in case you need to return it for warranty service.

Return and Refund Policy

We are happy to accept your request for return service in any of the following circumstances:

Within 14 calendar days of receiving a product which has critical failures, manufacturing defects, or any functionality issues.
Within 14 calendar days of receiving a product which has sustained substantial damage in transit, provided that the damage proof issued by the carrier can be provided to inD aquatics.
Within 14 calendar days of receiving a product which is unopened and is still in its new condition.

If you return a product based on a reported issue, the product will be inspected before the refund is processed. If the returned product is confirmed to have no such issue as reported after all appropriate tests are conducted by inD aquatics, inD aquatics will charge the shipping fee for each returned item. The shipping fee will be deducted from the total refund amount.

Shipped goods have to be returned to our warehouses/designated places before we proceed with the refund.

We will deduct related costs for any missing parts, such as accessories or cables from the total refund amount.

You should bear all the shipping charges caused if you request to return a non-defective item, within 14 calendar days of receiving the product.

Unfortunately, inD aquatics will not provide return service under any of the following circumstances:

The return request is beyond 14 calendar days of receiving a product.
The received product has missing accessories, cables, or any items which are included in the original package.
The received product contains accessories, cables, or any item which has external damage, such as cracks, dents or scratches. Confirmed logistics damage are not considered in this scenario.
inD aquatics identifies, through evaluation and testing, that the defect(s) or malfunction (s) are caused by user's error, such as dropping to the ground, supplying wrong voltages, water damage, etc.
The product is found to have no defects after all appropriate tests are conducted by inD aquatics.
The purchase receipt, invoice, or other relevant paperwork is not provided, or is reasonably believed to have been tampered with or forged.
If the product is confirmed to be non-refundable, customers can request products to be shipped back. Customers will need to bear the return shipping cost.
Please note that once we have agreed to a return, customers are required to ship the product back within 14 calendar days as instructed. Failure to do so will be deemed as a waiver of right to return.

Return and Refund Policy

We are happy to provide you with replacement service in any of the following circumstances that occur：

Within 30 calendar days of receiving the product, if the product has sustained substantial damage in transit, provided that the proof of damage issued by the carrier can be provided to inD aquatics.
Within 30 calendar days of receiving the product, if you receive the wrong product.
Within 30 calendar days of receiving the product, if the product suffers critical failure or manufacturing defects.

Please note that the warranty period for the replacement under this section starts from the date of receipt of the replacement product by the customer. To ensure that the products you request replacement service are delivered in good condition, please note that all replaced products must be in the original packaging. Improper packing may void warranty and be subject to charge.

If you have requested an exchange, related fees and costs must be paid and received by inD aquatics before new items are shipped.

Please note that once we have agreed to a replacement, customers are required to ship the product back within 14 calendar days as instructed. Failure to do so will be deemed as a waiver of your right to the replacement.

We also offer Advanced Replacement for customers who require a replacement product(s) before returning the original one(s) to us. This service requires a temporary deposit, equivalent to the selling price listed on our online store. Upon confirming the payment, we will ship you a replacement unit and provide shipping information within 48 hours. Typically, the temporary deposit will be fully refunded upon receipt of the original unit. But please be aware that the original product shall be returned within 30 calendar days from the date of receiving the replacement unit, or the deposit will be non-refundable.

inD aquatics will not provide replacement service in any of the following circumstances：

The request for a replacement is submitted 30 calendar days after receiving the product.
The received product does not include all original packaging, accessories, cables, manuals, or any items which are not new or in like-new condition, i.e. with cracks, dents or scratches.
A product sent to inD aquatics for replacement does not include all original accessories, attachments, or contains items damaged by user error.
inD aquatics identifies, through evaluation and testing, that the defect(s) or functional problems are caused by user error, such as dropping to the ground, supplying the wrong voltages, water damage, etc.
The product is found to have no defects after all appropriate tests are conducted by inD aquatics. If you request the non-defective products be shipped back to you, the shipping cost is supported by you.
The original proof of purchase, receipt or invoice is not provided, or is reasonably believed to have been tampered with or forged.
Proof of damage during the transit issued by the carrier can not be provided, but it has not been rejected upon receipt, or no certificate confirming the damage has been issued by the logistics company. All shipping damages need to be reported within 7 calendar days after the package(s) is delivered.
Products that are damaged due to force majeure including fire, floods, lightning strikes, traffic accidents, etc.

Repair / Warranty Policy

Our support team is ready to assist you with any issues that you might have with our products.

inD aquatics will gladly provide warranty service if the product is under the warranty window and has the following performance failures:

The product is normally used but has non-customer induced damages or failures.
The product has function failures due to manufacturing errors or workmanship.

inD aquatics is unable to provide repair for your product in the following circumstances:

The product is found damaged in transit, but it is not rejected on delivery, or no certificate confirming damages is issued by the logistics company. Proof of damage during the transit can not be provided.
The failure is caused by accident, abuse, misuse, flood, fire, earthquake, food or liquid spills, incorrect electrical charge, or other external causes.
The damage is caused by operating the product outside the permitted or intended uses described by inD aquatics.
The product or part that has been modified to significantly alter functionality or capability without the written permission of inD aquatics.
Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.
A legal proof of purchase from inD aquatics, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.
The product has wear and scratches which are not caused by manufacturing or workmanship and do not influence the product performance.

Additional Considerations

1. Failure to submit requests within the aforementioned period will be deemed as a waiver of your right to return/replace the product unless you can clearly and sufficiently prove to us that you were not able to submit the request in a timely manner due to extraordinary circumstances.

2. inD aquatics does not support cross-regional service. If the customer takes the product to another country/region and files a claim for service, the customer will need to bear for all related costs, such as repair cost and and shipping costs. If unauthorised service centers perform service without approval from inD aquatics, the warranty will become invalid.

3. In case we have provided a replacement part, the warranty does not reset, and the original warranty period still applies.

4. If you encounter any product damage, do not handle it by yourself without our guidance to avoid any potential risk. Please open a ticket first for support and do repairs only if instructed by the customer support team.

5. If the product is damaged due to the use of third-party accessories, or if the third-party accessories are damaged due to the product, the damaged parts of the product and the third-party accessories will not be covered by the warranty. Damages caused by the use of unofficial firmware and/or modifying/updating firmware with unofficial tools or methods are also not covered under the warranty terms.

6. inD aquatics reserves the right to replace a warranty service item with a repaired, refurbished or new replacement at our discretion.

Warranty Period - Automated Frozen Fish Food Feeder

inD aquatics warrants to the original purchaser only that the inD aquatics products sold will be free from defects in material and workmanship under normal use for a period of one (1) year from the date of original purchase, unless said Products are repaired or refurbished in which case the time period shall be thirty (30) days from the date of the repair or purchase.

Warranty in Other Regions

Amendment

We reserve the right to modify this policy to reflect updates or changes at any time. We will use commercially reasonable efforts to generally notify you of any change to this policy at least 14 days before the effective date of the new version, such as through publishing the new version on the website, however, you should look at this policy regularly to check for such changes. We will also update the “Last Updated” date at the top of this policy, which reflect the effective date of such policy. Your continued access or use of the services or products after the date of this policy constitutes your acceptance of the new policy. If you do not agree to the new policy, you must stop accessing or using the services or products.

*For order cancellation and shipping policy, you may refer to our official webstore.

*inD aquatics reserves the final right of interpretation for the above service policy.