Refund & Return Policy

Last updated: 11/30/2025

Thank you for shopping with Modern Reef USA LLC. We want you to be satisfied with your purchase and your reef’s health, while also keeping our products safe and high quality.

For health, safety, and quality reasons, opened supplements and additives cannot be returned, unless they are damaged or defective upon arrival.

By placing an order on our website, you agree to this Refund & Return Policy.

1. How to Start a Return (RMA Required)

All items sent back to Modern Reef USA LLC must have a Return Merchandise Authorization (RMA) number.

To obtain an RMA number and return instructions, please contact us:

Modern Reef USA LLC
4625 N.W. 103 Avenue
Sunrise, FL 33351
United States (US)
Email: admin@modernreefusa.com
Phone / WhatsApp: +49 175 9627777

When you contact us, please include:

  • Your full name
  • Your order number
  • The item(s) you would like to return
  • The reason for the return
  • Photos or video if there is any damage or defect

We will then provide:

  • Your RMA number, and
  • The return address and instructions

Please do not send any items back without an RMA number.
Packages received without an RMA may be refused or delayed.

2. “No Longer Need It?” – 30 Day Returns (Unopened Only)

No longer need what you ordered? Ordered one too many? We can help—as long as the products are still unopened and unused.

We’re happy to accept returns of most new, unopened products in their original packaging within 30 days of the original purchase for a refund.

2.1 Conditions for 30-Day Returns

To qualify:

  • The product must be new and unused
  • The product must be unopened (factory seal intact)
  • The product must be in its original, undamaged packaging with all accessories, manuals, and inserts
  • The return request must be made within 30 days of the original purchase date
  • You must have proof of purchase (order confirmation, invoice, or receipt)

If these conditions are met, you may choose:

  • A refund to your original form of payment, or
  • Store credit (if you prefer this option)

We reserve the right to refuse returns that do not meet these conditions.

2.2 Exclusions

The following are not eligible for return under this “change of mind / no longer need it” policy:

  • Items sold as Clearance, Blowout, Liquidation, Final Sale, or Non-Returnable (as indicated on the product page)
  • Special-order or drop-shipped items where the supplier does not accept returns (we will advise you case by case)

We do not sell frozen food or live animals, so policies from other websites related to those products do not apply here.

3. Opened Products & Supplements

3.1 Opened Supplements (Liquids, Powders, Additives)

Because our products are consumables that affect water chemistry and may impact live animals, we must follow strict quality and safety standards.

For health and safety reasons, we cannot accept returns of opened or unsealed:

  • Liquids and dosing solutions
  • Powders, salts, additives, and supplements
  • Any product whose seal has been broken or packaging opened, even if it has not been used in your aquarium

Once a product seal is broken, we can no longer guarantee:

  • That the contents are uncontaminated
  • That the product was stored correctly while outside our control
  • That the product can be safely resold to another customer

Therefore, all opened supplements and additives are final sale, except when they arrive damaged or defective (see Section 4).

3.2 Used Items or Items That Touched Water

We also cannot accept returns of any items that:

  • Have been used, or
  • Have come into contact with water or your aquarium system, or
  • Show signs of installation, wear, residue, or moisture

These items are not eligible for return, even if you contact us within 30 days.

If such items are sent back to us, we may:

  • Return them to you at your expense, or
  • Dispose of them safely, at our discretion

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or if you receive the wrong item, we will work with you to resolve the issue.

Please contact us within 3 business days of the reported delivery date:

Email: admin@modernreefusa.com
Phone / WhatsApp: +49 175 9627777

When you report a problem, please include:

  • Your order number
  • A brief description of the issue
  • Clear photos showing:
    • The damaged or defective product
    • The outer shipping box
    • Inner packaging (if relevant)

4.1 What We Will Do

After reviewing the information:

  • If the item is confirmed damaged in transit, defective, or incorrectly shipped by us, we will:
    • Replace the item at no additional cost to you, or
    • Offer a refund or store credit if a replacement is not available

We may request that you:

  • Keep the damaged item and all packaging until the claim is settled (carriers sometimes request inspection), or
  • Return the item to us, in which case we may provide a prepaid shipping label, depending on the situation

5. Return Shipping Costs & Refunds

5.1 Who Pays for Return Shipping?

Unless the return is due to our error (e.g., wrong item shipped, confirmed defect, or damage in transit):

  • You are responsible for return shipping costs
  • Original shipping fees paid at checkout are generally non-refundable

If the return is the result of our error or a confirmed defect, we may:

  • Provide a prepaid return label, or
  • Reimburse reasonable return shipping costs, or
  • Allow you to keep or dispose of the item and still issue a resolution (case by case)

5.2 How Refunds Are Issued

Once your return is approved and, if required, the item is received and inspected:

  • Refunds are typically sent to your original method of payment (e.g., PayPal, credit/debit card via Stripe, bank transfer), or
  • Issued as store credit, depending on your choice and the situation

We aim to process refunds within 5–10 business days after we receive and verify the returned item.
Your bank, PayPal, Stripe, or card issuer may require additional time to post the credit.

5.3 Late or Missing Refunds

If we have confirmed a refund but you have not received it:

  1. Check your bank account or PayPal account again
  2. Contact your credit card company or bank, as it may take additional time for the refund to post
  3. If the refund is still missing, please contact us at admin@modernreefusa.com or via WhatsApp: +49 175 9627777 with your order details

6. Payment Methods & Refund Handling

6.1 PayPal

For orders paid via PayPal:

  • Approved refunds are generally processed back to your PayPal account
  • PayPal’s own processing times and policies apply

6.2 Stripe / Credit & Debit Cards

For orders paid via Stripe (credit or debit card):

  • Approved refunds are generally applied back to the same card used for the original order
  • It may take several business days for the refund to appear on your card statement

6.3 Bank Transfers

For orders paid via bank transfer:

  • Approved refunds may be issued via bank transfer back to the same account used to make the payment, unless otherwise agreed
  • We may require you to confirm your bank details for security and accuracy
  • Bank processing times vary between institutions and countries

7. Additional Notes & Exclusions

  • Shipping & delivery fees are non-refundable, except where required by law or in cases of our error
  • Gift cards (if offered) are non-refundable
  • Return shipping costs may be deducted from your refund if we provide a prepaid return label
  • Please retain all packaging and tags until you are completely satisfied with your purchase
  • Please inspect all items immediately upon delivery and report any damage or issues within 3 business days

We reserve the right to:

  • Refuse returns that do not comply with this policy
  • Refuse or limit returns in cases of suspected fraudulent or abusive return behavior

This policy applies to non‑wholesale retail customers. Wholesale or dealer accounts may be subject to separate terms.

8. Manufacturer Defects & Warranties

If a product appears to have a manufacturer defect (rather than shipping damage or misuse):

  • Contact us with details, your order number, and photos or video of the issue
  • If the defect is reported within 30 days of delivery, we will typically:
    • Offer an exchange for the same product at no additional cost, or
    • Help you begin a warranty claim with the manufacturer

For items purchased more than 30 days ago:

  • We will help by acting as a first point of contact where possible, and direct you to the manufacturer’s warranty support or instructions
  • Final decisions on older warranty claims rest with the manufacturer, according to their own terms

Warranty coverage, timeframes, and conditions vary by brand and product. Please refer to the product page and any included documentation for brand-specific warranty information.

9. Product Use & Aquarium Responsibility

Our products are designed to be used in reef aquariums and can significantly affect water chemistry and livestock health.

  • Each aquarium is unique, and results may vary
  • Incorrect use, overdosing, mixing incompatible products, or using products in unstable or unsuitable systems can cause livestock loss or tank damage

By using our products, you agree that:

  • You are responsible for reading and following all instructions on labels and on our website
  • You are responsible for proper testing, monitoring, and maintenance of your aquarium

We recommend reading our separate Product Use & Safety Disclaimer (if you publish one) for more detailed information about responsibilities and limitations of liability.

10. Changes to This Refund & Return Policy

We may update this Refund & Return Policy from time to time to reflect:

  • Changes in our business practices
  • New products or services
  • Legal or regulatory requirements

When we do:

  • We will update the “Last updated” date at the top of this page
  • The updated policy will apply to all purchases made after the new version is posted

11. How to Contact Us

If you have any questions about this Refund & Return Policy, or need assistance with a return, refund, or problem with your order, please contact us:

Modern Reef USA LLC
4625 N.W. 103 Avenue
Sunrise, FL 33351
United States (US)
Email: admin@modernreefusa.com
Phone / WhatsApp: +49 175 9627777