Aquacave Inc.

To Whom This May Concern, The customer *** * ***As per your letter the customer did contact us by phone 8/reporting an issue with the pump she order and requested to return the pumpAs per our return policy listed at http://www.aquacave.com/return-policy.aspx all returns must
meet the following guidelines 1.?be unused 2.be in its original packaging which must also be in new condition (including sealed internal packing) include all parts, warranty and registration cards, instructions, special packaging, etc3.be mailed with return authorization no later than days from the date receivedPlease insure all shipmentsWe can not be responsible for packages that arrive damaged due to mishandle or poor packaging4.Products that are cut to size (Flexible tubing, PVC tuning, air tubing, RO tubing, COtubing, and aquarium backgrounds) can not be returned5.We are unable to process refunds or exchanges on any returned item that does not fit these requirements The customer reported that the pump was used and as this is the case she was informed this was ineligible to be returned in its condition, and she must contact the manufacturer to troubleshoot this pump and be provided with the necessary supportThe customer insisted on returning the pump even though she was informed of the return policyAfter speaking with the customer she made no additional efforts to initiate a warranty claim for this item Thank you, ***

Complaint: ***
I am rejecting this response because: Used definition: having already been in useI was never able to use this pumpIt did not pump water through the hose at anytimeAccording to the website the pump could pump up to a foot head pressure and this one didnt even pump foot.
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because: Used definition: having already been in use. I was never able to use this pump. It did not pump water through the hose at anytime. According to the website the pump could pump up to a 6 foot head pressure and this one didnt even pump 1 foot. 
Sincerely,
[redacted]

To Whom This May Concern,   The customer [redacted]. As per your letter the customer did contact us by phone 8/17 reporting an issue with the pump she order and requested to return the pump. As per our return policy listed at http://www.aquacave.com/return-policy.aspx all returns must...

meet the following guidelines    1.?be unused.  2.be in its original packaging which must also be in new condition (including sealed internal packing)  include all parts, warranty and registration cards, instructions, special packaging, etc. 3.be mailed with return authorization no later than 30 days from the date received. Please insure all shipments. We can not be responsible for packages that arrive damaged due to mishandle or poor packaging. 4.Products that are cut to size (Flexible tubing, PVC tuning, air tubing, RO tubing, CO2 tubing, and aquarium backgrounds) can not be returned. 5.We are unable to process refunds or exchanges on any returned item that does not fit these requirements.   The customer reported that the pump was used and as this is the case she was informed this was ineligible to be returned in its condition, and she must contact the manufacturer to troubleshoot this pump and be provided with the necessary support. The customer insisted on returning the pump even though she was informed of the return policy. After speaking with the customer she made no additional efforts to initiate a warranty claim for this item     Thank you, [redacted]