Refund Policy
At Reef Kinetics, we want you to be happy with your purchase. This policy explains how returns and refunds work, plus your legal rights as a customer.
Your Legal Rights Come First
Our policy does not replace your legal rights. If your local consumer protection laws give you stronger rights than what we outline here, those laws will always apply.
Examples:
- Europe (EU/UK): 2-year guarantee on all products (by law)
- Australia: Non-excludable consumer guarantees
- USA & Canada: Federal and state consumer protection laws
- Other countries: Your local consumer protection laws
What We Sell
ReefBot Lab (Hardware)
- Automated aquarium water testing device
- Monitors water quality and sends alerts to your phone/computer
- Includes sensors, mounting equipment, and user manual
Consumables (Testing Supplies)
- Replacement syringes, needles, vials, magnets, silicone tubes, filters, and other essential consumables needed for proper device operation
How Returns Work
Can I Return My Purchase?
ReefBot Lab & Hardware: Yes
- Must be unused and in original packaging
- Need your receipt or order number
- Contact us first before sending anything back
Consumables: Usually No (once opened)
- Exception: Consumables cannot be returned once opened, unless defective.
How Long Do I Have?
| Your Location | Return Time |
| Europe (EU/UK) | 14 days |
| USA | 30 days |
| Australia | 30 days |
| Canada | 30 days |
| Other countries | 14 days “unless your local law grants you a longer period.” |
Getting Your Money Back
Step 1: Contact Us
Email: [email protected] Include: Your order number, photos of the item, and reason for return.
Step 2: We Review Your Request
- We’ll respond within 1-2 business days
- If approved, we’ll send return instructions
- You’ll get a return authorization number
Step 3: Send It Back
- Pack everything in the original box
- Include all accessories and documentation
- Use the return label we provide (for defective items)
Step 4: Get Your Refund
- We inspect the item within 5-7 business days + refund within 7–10 business days after approval.
- Money goes back to your original payment method
Who Pays for Shipping?
You Changed Your Mind: You pay return shipping
We Made a Mistake/Item Defective: We pay all shipping costs
Note: Original shipping fees are usually not refunded (unless item was defective)
Product Warranties
ReefBot Lab Warranty
- Worldwide: 12 months manufacturer warranty
- Europe: 2 years (required by law)
- Australia: “Reasonable time” based on price and product type
- Covers: Manufacturing defects, electronic failures, software issues
What’s NOT Covered
- Damage from misuse or accidents
- Normal wear and tear
- Modifications you made
- Water or chemical damage from improper use
Important: These exclusions can’t override your legal consumer rights.
Defective Products
Got a Problem? Contact Us Fast
Email: [email protected]
Subject: “Product Issue – [Your Order Number]”
For Safety Issues: Add “URGENT SAFETY” to subject line
What We’ll Do
- We’ll assess the device’s condition and choose the best solution accordingly.
Our Promise: We’ll respond within 24-48 hours and resolve your issue within 5-10 business days.
Special Notes for ReefBot Users
Since ReefBot protects your aquatic life, we provide:
- Priority support for system failures
- Emergency contact for critical issues
- Fast replacement for confirmed defects
Emergency Contact: Email [email protected] with “URGENT SAFETY” in subject
International Customers
Customs & Duties
- Your return: You handle customs fees
- Defective item: We handle all fees
Currency
- Refunds in the same currency you paid
- No extra conversion fees
If You’re Not Happy With Our Response
Talk to Us First
- Email our customer service at [email protected]
- Ask for a manager if needed
- Request executive review
Privacy & Your Data
- We only use your info to process returns
- Full GDPR compliance (Europe)
- CCPA compliance (California)
- You can request we delete your data
- We keep data secure and private
Contact Us
Customer Service:
- Email: [email protected]
- Response Time: 24-48 hours (business days)
- Languages: English, Arabic
- Hours: Monday-Friday, 9 AM – 5 PM (Beirut time)
Company Address: Reef Kinetics SAL
Kharrat Building, 6th Floor
Pasteur Street, Gemmayze
Beirut, Lebanon
Website: https://www.reefkinetics.com
Important Legal Notes
- Your consumer rights always come first – If your local laws give you better protection, those apply
- This policy can’t reduce your legal rights – We can only give you additional benefits
- When in doubt, consumer protection wins – We interpret everything in your favor
Quick Reference
Need to return something? → Email [email protected] for all issues or for general inquiries. [email protected]
Defective product? → Email with “Product Issue” in subject
Safety emergency? → Email with “URGENT SAFETY” in subject