Refund & Return Policy
Effective Date: 1 September 2026
Thank you for shopping with Onnets Aqua Design at onnetsaqua.com.
Due to the nature of our aquarium products, all purchases are final unless the product is damaged, defective, incorrectly supplied or materially different from what was ordered.
Onnets Aqua Design does not accept returns, exchanges or refunds due to change of mind, incorrect size or product selection, preference changes, change of aquarium plans, or other reasons unrelated to a problem with the product supplied.
Customers are responsible for reviewing the product description, dimensions, specifications, selected variation, included items and optional accessories carefully before confirming an order.
Nothing in this policy is intended to exclude, restrict or modify any right or remedy available to consumers under applicable Malaysian law.
SECTION 1 - NO CHANGE-OF-MIND RETURNS
Onnets Aqua Design does not offer returns, refunds or exchanges simply because a customer changes their mind after purchasing a product.
This includes, but is not limited to, situations where a customer orders the wrong size, chooses the wrong model or variation, changes their preferred colour or configuration, decides the product is no longer required, or later decides that another product would be more suitable.
Please check all product details carefully before completing your purchase. If you are unsure which product, size or configuration is suitable, please contact us through WhatsApp before placing your order.
SECTION 2 - AQUARIUM TANKS
Aquarium tanks are not eligible for voluntary return, exchange or refund after purchase.
Once an aquarium tank has been filled with water, used, cleaned, handled during setup or installed as part of an aquarium system, the glass may develop water marks, mineral deposits, fingerprints, silicone marks, scratches or other signs of handling and use.
These marks can make the aquarium unsuitable for resale as a new product. For this reason, used aquarium tanks cannot be returned because of change of mind, incorrect size selection or preference changes.
This restriction does not remove your rights if the aquarium tank is damaged, defective, incorrectly supplied or materially different from what you ordered.
SECTION 3 - AQUARIUM TANK SETS
Aquarium tank sets are not eligible for voluntary return, exchange or refund after purchase.
A tank set may contain an aquarium tank, filtration components and other included or optional components depending on the product configuration selected.
Once a tank set has been filled with water, installed, assembled, connected, operated or otherwise used, the components may develop water marks, installation marks, scratches or other signs of use and may no longer be suitable for resale as new.
Customers should confirm the tank size, filtration type, included components and optional accessories before placing an order.
This restriction does not remove your rights where a tank set or component is damaged, defective, incorrectly supplied or materially different from what was ordered.
SECTION 4 - AQUARIUM CABINETS
Aquarium cabinets may be supplied unassembled for shipping and delivery.
Please inspect the cabinet panels, components, fittings, colour and model before beginning assembly.
A cabinet is not eligible for voluntary return, exchange or refund once assembly has started or has been completed.
Assembly involves fittings, screws, connectors and other components that may leave installation marks or affect the condition of the cabinet. Disassembling an assembled cabinet may also damage panels, fittings, edges or finishes and may make the cabinet unsuitable for resale as new.
If you believe a cabinet component is missing, damaged, defective or incorrectly supplied, please stop assembly where reasonably possible and contact Onnets Aqua Design for assistance.
Assembly of a cabinet does not by itself remove any statutory rights relating to a genuine defect that could only reasonably be discovered during or after assembly.
Damage caused by incorrect assembly, misuse, modification, unsuitable installation, excessive load, water exposure contrary to the product requirements or other causes attributable to the customer is not considered a product defect, subject to applicable Malaysian law.
SECTION 5 - AQUARIUM COVERS
Aquarium covers are not eligible for voluntary return, exchange or refund after they have been used, installed or exposed to aquarium water.
Once used, aquarium covers and their frames or panels may develop water marks, mineral deposits, scratches, fitting marks or other signs of use that make them unsuitable for resale as new.
Customers should confirm the required aquarium dimensions, filtration configuration and cover type before placing an order.
This restriction does not remove your rights if the cover is damaged, defective, incorrectly supplied or materially different from what was ordered.
SECTION 6 - CUSTOM, MADE-TO-ORDER AND SPECIAL-ORDER PRODUCTS
Products that are made, cut, modified, configured or specially ordered according to customer-selected dimensions, specifications, finishes, colours or other requirements cannot be cancelled, returned, exchanged or refunded because of change of mind once production, preparation, cutting or procurement has commenced.
Customers are responsible for reviewing and confirming all agreed specifications before production begins.
This restriction does not affect any rights relating to goods that are damaged, defective, incorrectly supplied or materially different from the specifications agreed with Onnets Aqua Design.
SECTION 7 - DAMAGED PRODUCTS RECEIVED
We take reasonable care when preparing and packing aquarium tanks, glass products and other fragile items for delivery.
If your order arrives damaged, please contact Onnets Aqua Design as soon as reasonably possible after receiving the delivery.
Please retain the product together with all original packaging and protective materials while the matter is being reviewed.
To help us assess shipping damage efficiently, we may request clear photographs or videos showing the outer packaging, shipping label, internal protective packaging, damaged area and overall condition of the product received.
Please do not dispose of, repair, modify or return a damaged product before receiving instructions from Onnets Aqua Design unless doing so is reasonably necessary for safety.
If shipping damage is confirmed, we will provide an appropriate remedy in accordance with the circumstances and applicable Malaysian consumer law.
SECTION 8 - DEFECTIVE PRODUCTS
If you believe that a product contains a manufacturing defect or does not comply with an applicable consumer guarantee, please contact Onnets Aqua Design and provide your order information together with details of the issue.
We may request reasonable photographs, videos, measurements or other information to help us identify and assess the reported problem.
Depending on the nature and seriousness of the issue, the appropriate remedy may include repair, replacement, supply of the affected component, replacement of the product, refund or another remedy available under applicable Malaysian law.
Normal wear and tear, water marks, mineral deposits, staining, scratches caused after delivery, accidental damage, misuse, improper installation, unauthorised modification or damage caused by circumstances outside the product's intended use are not considered manufacturing defects, subject to applicable law.
SECTION 9 - INCORRECTLY SUPPLIED OR MATERIALLY DIFFERENT PRODUCTS
If you receive an incorrect product, incorrect variation, incorrect size or a product that is materially different from what you ordered, please contact Onnets Aqua Design as soon as reasonably possible.
Please avoid using, installing, assembling or modifying an incorrect product once the error has been identified, where reasonably possible.
We may request photographs or other information to confirm the product received.
Once the issue is verified, we will provide an appropriate remedy in accordance with applicable Malaysian consumer law.
SECTION 10 - USED OR ASSEMBLED PRODUCTS WITH A GENUINE DEFECT
The fact that a product has been used, filled with water, installed or assembled does not automatically remove your statutory rights where a genuine defect or failure could only reasonably have been discovered during or after normal use or assembly.
However, defects or damage caused by the customer's own misuse, improper assembly, unsuitable installation, modification, accident or failure to use the product appropriately may not qualify for a remedy.
Each claim will be assessed according to the product, circumstances, available information and applicable Malaysian consumer law.
SECTION 11 - RETURNS AUTHORISED BY ONNETS AQUA DESIGN
Because many of our products are large, heavy, fragile or made from glass, please do not return any product to Onnets Aqua Design without first contacting us and receiving return instructions.
Unauthorised return shipping of an aquarium tank or other fragile product may result in additional damage during transportation.
If a physical return is required as part of an approved remedy, Onnets Aqua Design will provide appropriate instructions regarding the return or collection arrangement.
SECTION 12 - RETURN AND RE-DELIVERY COSTS
Where a return, replacement or re-delivery is required because goods are defective, damaged in delivery, incorrectly supplied or materially different from what was ordered, the applicable shipping and re-delivery responsibility will be handled in accordance with Malaysian consumer law.
Where required by law, Onnets Aqua Design will bear the applicable cost of re-delivery or replacement delivery for defective or materially different goods.
As Onnets Aqua Design does not accept voluntary change-of-mind returns, customers should not independently arrange return shipping for products that are simply no longer wanted or suitable for their personal preference.
SECTION 13 - INSPECTION AND ASSESSMENT
Where a product issue is reported, Onnets Aqua Design may reasonably inspect or assess the product, photographs, videos, packaging, order details and other relevant information before determining the appropriate remedy.
Where a physical product needs to be inspected, we will advise you on the appropriate arrangement.
Customers should retain the affected product and relevant components until the matter has been assessed and resolved.
SECTION 14 - REFUNDS
A refund is not automatically provided for every product issue. The appropriate remedy will depend on the nature and circumstances of the problem and the remedies available under applicable Malaysian consumer law.
If a refund is the appropriate remedy and is approved, it will normally be processed using the original payment method where reasonably available.
Where refunding to the original payment method is not reasonably possible, we may request appropriate information to arrange another refund method.
The time required for a refund to appear in your account may vary depending on your bank, payment method or payment service provider.
Onnets Aqua Design is not responsible for additional processing time imposed by banks or third-party payment providers after we have successfully submitted the refund.
SECTION 15 - ORDER CANCELLATIONS
If you have made an error when placing an order, please contact Onnets Aqua Design as soon as possible.
We may allow an order to be corrected or cancelled before shipment, production, preparation or procurement has commenced, where reasonably possible and at our discretion.
Once an order has been shipped or a custom, made-to-order or specially prepared product has entered production, cutting, preparation or procurement, cancellation may no longer be possible.
This does not affect any rights relating to products that are subsequently found to be damaged, defective, incorrectly supplied or materially different from what was ordered.
SECTION 16 - SHIPPING AND DELIVERY
For information about shipping coverage, free shipping eligibility, fragile-product handling, East Malaysia delivery and other delivery arrangements, please refer to our Shipping & Delivery Policy.
SECTION 17 - MALAYSIAN CONSUMER RIGHTS
Nothing in this Refund & Return Policy excludes, restricts or modifies any guarantee, right or remedy available to a consumer under the Consumer Protection Act 1999 or other applicable Malaysian law where that guarantee, right or remedy cannot lawfully be excluded, restricted or modified.
If any part of this policy conflicts with a mandatory consumer protection requirement, the applicable legal requirement will prevail.
SECTION 18 - CONTACTING US
If you receive a damaged, defective, incorrect or materially different product, or have questions regarding this Refund & Return Policy, please contact Onnets Aqua Design through our WhatsApp channel or Contact Us page.
Please provide your order number together with relevant information about the issue so that we can assist you as efficiently as possible.