At BPK and Petstore.ae, we’ve spent 17 years building ecosystems, not just selling glass boxes. We understand that an aquarium is a major investment in your home or office. Because our work involves custom engineering, sensitive biology, and specialized logistics, our return policy is designed to be as transparent and professional as our engineering.

Below is our comprehensive policy regarding returns, cancellations, and our commitment to quality.

1. Custom & Bespoke Fabrications

Most of our high-value projects are “Built to Specification” in our Umm Ramool factory. This includes custom-sized glass, specialized acrylic, and bespoke cabinetry.

  • Non-Returnable: Once a custom project has entered the fabrication phase (glass cutting or silicone curing), it cannot be returned or refunded.
  • The BPK Quality Guarantee: While we do not accept returns on custom builds, we stand by our engineering. If there is a structural defect or a deviation from the agreed-upon technical drawings, we will rectify, repair, or replace the unit at our cost until it meets the BPK Gold Standard.

2. Standard Retail & Dry Goods (Petstore.ae)

For standard equipment (pumps, lights, chillers, and reactors) purchased via our online store or showroom:

  • 14-Day Return Window: You may return unopened, unused items in their original packaging within 14 days of purchase for a full refund or store credit.
  • Exclusions: Items that have been submerged in water, had their electrical plugs modified, or show signs of use cannot be returned for hygiene and safety reasons.
  • Restocking Fee: Returns on high-value equipment that require technical inspection upon return may be subject to a 15% restocking fee.

3. Livestock & Biological Assets

As a regional hub for Bio-Secure Livestock, we maintain the strictest quarantine protocols in the UAE.

  • No Returns on Live Stock: To protect our facility and the “Bio-Security” of our other partners (including SeaWorld and Atlantis), we cannot accept returns on fish, corals, or invertebrates once they have left our premises. Introducing a fish back into our system risks cross-contamination.
  • Health Claims: We ensure all livestock is healthy and eating before it leaves us. If you notice distress within the first 24 hours, please contact our experts immediately with water parameter data.

4. “BPK Renewed” (Certified Refurbished Tanks)

Our refurbished tanks are a unique part of our business.

  • As-Is Sale: All refurbished tanks are sold “As-Is” regarding cosmetic wear (minor scratches), but they come with a BPK Leak-Free Warranty.
  • Returns: We do not accept returns on refurbished units once they have been delivered and installed, as the logistical cost of moving large glass is significant.

5. Cancellation & Logistics

  • Service & Delivery Fees: If a delivery is scheduled and the team arrives but cannot gain access or the site is not ready, a re-delivery fee will apply. Delivery and installation charges are non-refundable once the service has been performed.
  • Refund Processing: Approved refunds will be processed via the original payment method. Please allow 7 to 10 working days for the credit to appear in your account.

The BPK “Mutual Respect” Clause

For 17 years, we have thrived by working with clients who value expertise. If you have a problem with a BPK product, talk to us. We are not a faceless corporation; we are a team of 11 specialists. If a mistake was made, we will fix it. If you’ve changed your mind, we will do our best to find a solution that is fair to both your investment and our craft.