Refund policy

Return, Refund & Cancellation Policy

Last updated: 12/05/2025

At FrancoisNeo.com / AquariumPartners Inc., we want you to be fully satisfied with your purchase. Due to the nature of aquarium products—especially livestock and perishable items—our return and cancellation rules are specific to ensure the safety of animals and the quality of the products we ship.

1. Shipping & Purchase Conditions

Dry Goods (Standard Products)

  • Free shipping at $89+

  • Orders ship within 1–2 business days

Livestock & Clean-Up Crew (CUC)

  • Overnight shipping: $39 flat rate

  • Free overnight shipping at $250+

  • When mixed with dry goods, livestock shipping rules always apply

These conditions directly affect returns, cancellations, and refund eligibility.

2. Returns

Because of the sensitivity of aquarium products, not all items qualify for return.

Eligible items for return must:

  • Be requested within 14 days of delivery

  • Be unused, unopened, and in their original packaging

  • Include proof of purchase (order number or receipt)

To initiate a return, email: francois@francoisneo.com

If your item qualifies, we will provide return instructions.

Non-returnable items include (but are not limited to):

  • Live animals (fish, corals, invertebrates, CUC)

  • Frozen or perishable goods (foods, bacteria, supplements)

  • Opened or used items

  • Water-quality-sensitive items

  • Clearance or final sale products

  • Gift cards

Shipping charges are non-refundable, and the customer is responsible for return shipping, unless the return is due to our error.

3. Refunds

Once the returned item is received and inspected:

  • You will be notified of approval or rejection

  • Approved refunds are processed within 5–7 business days

  • Refunds are issued to the original payment method

Important:

  • Original shipping fees are non-refundable

  • Return shipping is at the customer’s expense (unless our error)

  • A restocking fee up to 20% may apply on eligible returned items

4. Livestock Orders – Cancellations & DOA Policy

A. Cancellation of Livestock Orders

Due to live animal preparation and bagging:

  • Orders can be cancelled within 1 hour of purchase

  • After 1 hour, a 20% restocking fee applies

  • Once animals are bagged or shipped, no cancellation or refund is possible

B. DOA (Dead on Arrival) Guarantee

We offer an Arrive Alive Guarantee when the following conditions are met:

You must contact us within 2 hours of delivery with:

  • 2 clear photos of the animal in the unopened bag

  • The order number

  • A brief description of the issue

If validated, compensation will be provided as store credit only, not refunds.

Livestock guarantees do not apply when:

  • The package was delivered to the wrong address provided by the customer

  • Delivery was missed, delayed pickup, or refusal of shipment

  • Shipping was disrupted due to weather or carrier delays (we will advise prior to shipping)

5. Damaged or Incorrect Items (Dry Goods)

If your dry goods order arrives damaged or incorrect:

  • Contact us within 48 hours

  • Include photos of the product and packaging

We will resolve the issue quickly and fairly.

6. Exchanges

We do not offer direct exchanges.
If you need a different item, please start a return (if eligible) and place a new order.

7. Contact Us

For any return, refund, or cancellation inquiries:
📧 francois@francoisneo.com

 FrancoisNeo.com / AquariumPartners Inc.