Refund policy

Last updated: October 16, 2026

At Blackwater Scapes, we want you to feel confident ordering natural botanicals and aquascaping materials. Because our products are natural, organic materials, this policy is designed to protect both product quality and your satisfaction.

Returns

We accept returns of unopened, unused items in their original sealed packaging within 14 days of delivery or pickup.

To start a return, email info@blackwaterscapes.com with your order number and the items you'd like to return. Please don't send anything back before contacting us. We'll reply with return instructions.

  • Shipped orders: customers pay return shipping unless the return is due to our error. We recommend a trackable shipping service.
  • Local pickup orders: returns can be dropped off in Cabo Rojo. We'll arrange a day and time with you by email.

Refunds

Once we receive and inspect your return, we'll email you to let you know whether your refund is approved.

Approved refunds are issued to your original payment method within 10 business days. Your bank or card company may take additional time to post the refund. If more than 15 business days have passed since we approved your return, please contact us at info@blackwaterscapes.com.

Original shipping charges are non-refundable unless the refund is due to an error by Blackwater Scapes.

Non-Returnable Items (Final Sale)

The following items are final sale and can't be returned or refunded:

  • Opened botanical products
  • Botanicals that have been rinsed, soaked, boiled, used or otherwise prepared
  • Botanicals that have been placed in an aquarium or other setup
  • Products exposed to moisture, pests, odors or contamination after delivery
  • Items damaged after delivery due to improper storage, handling, preparation or use
  • Sale or clearance items
  • Gift cards

This doesn't apply to items that arrive damaged or incorrect. See below.

Damaged or Incorrect Items

  • Shipped orders: email info@blackwaterscapes.com within 48 hours of delivery.
  • Local pickup orders: please check your order at pickup and let us know right away.

Please include:

  • Your order number
  • Photos of the item received
  • Photos of the packaging
  • A description of the issue

After review, we may offer a replacement, store credit, refund or other appropriate resolution.

Order Changes and Cancellations

To change or cancel an order, email us as soon as possible at info@blackwaterscapes.com. We can change or cancel orders that haven't shipped or been picked up yet. Cancelled orders are refunded in full to the original payment method. Orders that have already shipped follow the return process above.

Natural Variation

Blackwater Scapes sells natural products. Differences in size, shape, color, texture, weight and appearance are normal and expected. These variations aren't defects and don't qualify for refunds.

Storage and Handling

Customers are responsible for storing products properly after delivery. Keep botanicals in a cool, dry place away from moisture, pests, children and pets. Damage, mold, contamination, odor or deterioration caused by improper storage after delivery isn't eligible for refund or replacement.

Product Use

Blackwater Scapes products are intended for aquarium use, and for terrarium, vivarium or paludarium use only where stated on the product page.

Our botanicals are not for human consumption and are not intended to be used as food, tea, herbs, supplements, medicine, animal feed, pet treats, or for any household, culinary, medicinal or agricultural purpose.

Preparation is required before use. Customers are responsible for properly rinsing, soaking, boiling when appropriate, and gradually introducing botanicals into their setup.

Botanicals can release tannins, soften, decompose, grow biofilm, temporarily float and affect the appearance and water conditions of an aquarium. These are normal characteristics of botanical materials.

Customers are responsible for monitoring their aquarium and deciding whether each product is appropriate for their livestock, tank size, water parameters, filtration and maintenance routine. Blackwater Scapes is not responsible for livestock loss, plant loss, water parameter changes, aquarium imbalance, improper preparation, misuse, accidental ingestion or issues resulting from product use.

Contact

Questions about returns or refunds? Email us at info@blackwaterscapes.com.