Return, Refund & Cancellation Policy

Last Updated: August 3, 2026

At Scape Brothers, we are committed to delivering premium aquascaping products that meet your expectations. Please read this policy carefully before placing an order, as it explains our procedures for cancellations, returns, replacements, and refunds.

By placing an order on www.scapebrothers.com, you agree to this policy.

1. Order Cancellation

Customers may request cancellation of an order only before it has been dispatched.

Once an order has been dispatched, it cannot be cancelled.

For custom-made products, including Plug & Play Hardscapes and custom aquascape hardscape layouts, cancellation requests cannot be accepted once production has begun.

To request a cancellation, please contact us as soon as possible with your order number.

2. Products Eligible for Return

The following products may be eligible for return:

• Aquascaping Tools

• Aquarium Accessories

• Aquarium Fertilizers

• Other eligible non-custom products sold through our website

Returns must meet all of the following conditions:

• The return request is submitted within 7 days of delivery.

• The product is unused and in its original condition.

• The product is free from damage caused after delivery.

• All included accessories, manuals, and complimentary items (if any) are returned.

Products that do not meet these conditions may not qualify for a refund or replacement.

3. Products That Cannot Be Returned

The following products are not eligible for return or exchange unless they are damaged during transit or an incorrect product was delivered:

• Plug & Play Hardscapes

• Custom-made Hardscape Designs

• Customized products made to customer specifications

• Live Aquarium Plants (when introduced)

• Gift cards (if applicable)

• Clearance or final sale items (where stated)

As each custom hardscape is individually designed and handcrafted, slight variations in layout, shape, colour, texture, and natural materials are expected and are not considered manufacturing defects.

4. Live Aquarium Plants

Live aquarium plants are living, perishable products.

Natural variations in:

• colour,

• leaf size,

• plant height,

• root growth,

• leaf shape,

are normal and should not be treated as defects.

Due to their perishable nature, live plants cannot be returned or exchanged unless they arrive dead or severely damaged during transit.

5. Damaged or Incorrect Products

If you receive a damaged package or an incorrect product, please notify us within 24 hours of delivery.

To help us investigate your claim, please provide:

• Your order number

• Clear photographs of the damaged product

• Photographs of the outer packaging

• A brief description of the issue

Claims submitted after the specified period may not be eligible for replacement or refund.

Depending on the situation, Scape Brothers may offer:

• a replacement,

• a refund,

• or another appropriate resolution.

6. Return Process

To initiate a return:

1. Contact our customer support team with your order number.

2. Wait for return authorization and shipping instructions.

3. Pack the product securely to prevent damage during return transit.

4. Ship the product using a reliable courier service.

Returns sent without prior approval may not be accepted.

7. Return Shipping Charges

Unless the return is due to an error on our part or the product was damaged during transit, customers are responsible for all return shipping costs.

Original shipping charges paid during checkout are non-refundable unless otherwise approved.

8. Inspection of Returned Products

Once the returned product reaches our facility, it will be inspected to verify:

• product condition,

• completeness,

• signs of use,

• accidental damage,

• missing accessories.

Scape Brothers reserves the right to reject returns that do not comply with this policy.

9. Refunds

Once your return has been approved following inspection, refunds will be processed to the original payment method.

Refunds are generally initiated within 3 business days after the returned product has been received and approved.

Please note that the time taken for the amount to reflect in your account may vary depending on your bank, card issuer, UPI provider, or payment gateway.

10. Replacement Policy

Where appropriate, we may provide a replacement instead of a refund.

Replacement eligibility will be determined after reviewing the reported issue and, where necessary, inspecting the returned product.

11. Non-Refundable Charges

The following are generally non-refundable:

• Return shipping charges paid by the customer

• Express shipping charges (if selected)

• Installation or service charges (if applicable)

unless the issue is caused by an error on the part of Scape Brothers.

12. Refused Deliveries

If a shipment is refused by the customer without prior communication, or if delivery fails due to an incorrect address or unavailable recipient, any applicable shipping, return, or handling charges may be deducted from the refundable amount.

13. Natural Variation Disclaimer

Many of our products are handcrafted or made from natural materials.

Accordingly:

• Hardscape layouts are individually assembled.

• Wood grain, colour, texture, and shape naturally vary.

• Natural stones may differ in size, colour, and pattern.

Such differences are inherent to the materials used and are not considered defects or grounds for return.

14. Contact Us

If you have any questions regarding returns, cancellations, or refunds, please contact us:

Scape Brothers

30, Hari Illam, Bashyam Road
Annanur, Chennai – 600062
India

Email: info@scapebrothers.com

Phone: +91 89399 88887

We aim to respond to all customer enquiries as quickly as possible during our business hours.