Refund policy

We do not accept returns or exchanges on live plants, hardscape, or opened/used items. Received the wrong item? Email us at hello@glassaqua.com so we can help you asap!

How do I return an item?

If you’re not satisfied with your purchase, please contact us within 48 hours of delivery. Approved returns must be shipped within 14 days, unused, unopened, and in original packaging. Shipping fees are non-refundable, and return shipping is the buyer’s responsibility unless we sent the wrong item.

Please use a separate box for returns, and ensure items are securely packaged, as damaged returns may incur restocking fees. For damaged or defective items, email clear photos of the box and product within 24 hours—we’ll review each case and provide tailored instructions! 

Can I return live plants?

Due to the nature of live plants, we cannot accept returns. If your plants arrive damaged or dead, contact us within 2 hours of delivery with two clear photos. Replacements depend on availability, and we may offer alternative solutions based on each individual case.

How do I request an exchange?

If you would like to exchange an item, you will be responsible for shipping the item back and we will send you the desired exchange upon receiving the returned item. Buyer will be responsible for exchange order shipping cost. Please use a separate box for exchanges to avoid fees, and ensure items are securely packaged.