Sales and returns

Please choose carefully. Once an order is placed we do not accept returns, exchanges or cancellations for a change of mind, a change of plans, or because the device is no longer needed. The exceptions are listed below, and they are the only ones.

The display and the controller read Neptune Apex, Red Sea ReefBeat, GHL, HYDROS, Jebao dosers, AquaWiz, Aquarino and RTSP cameras. Equipment outside that list, or a home network that blocks local devices, is not a reason for a return. If you are unsure, email us before ordering and we will tell you honestly whether it fits your setup.

If the box or the device arrives damaged, email us within 7 days of delivery with photos of the outer box, the packaging and the device. We replace the damaged part or the whole unit at no cost to you, including shipping. Keep the packaging until we have sorted it out, because the carrier may ask to see it.

If the device does not power on or cannot be set up within 14 days of delivery, contact us. We troubleshoot with you first, since most setup problems are network settings. If it is faulty, we repair or replace it at no cost, including shipping both ways.

If we sent the wrong product or a part is missing from the box, tell us within 14 days of delivery. We send the right item and cover the shipping, and we arrange collection of anything sent by mistake.

Every order ships with tracking. If tracking shows the parcel lost, or it has not moved for 10 business days, we open a claim with the carrier and send a replacement as soon as the carrier confirms the loss. A parcel marked delivered to the address you gave is treated as delivered.

Apart from the arrival checks above, the display, the controller and the sensors are sold as they are, without a warranty. To the extent the law allows, we disclaim all implied warranties, including merchantability and fitness for a particular purpose. Software updates keep arriving on their own, and we are always happy to help you troubleshoot at ai@reefability.com.

The Controller Integrator is back-ordered. We email you a ship date as soon as we have one. If we cannot ship by the date we gave you, we tell you and you can choose to wait or cancel for a full refund.

Import duties and local taxes outside the US are paid by the buyer on delivery. If a parcel is refused, left unclaimed, or returned to us because of an address you gave, we refund the device price once it is back with us and in its original condition, less the shipping both ways and any duties or fees charged to us.

Shipping is not refundable, except where we made the mistake or the item arrived damaged or faulty, as described above.

The Reefability Controller plan ($49.99 a year) is a separate subscription bought in the app. It follows the refund rules of the store you bought it through (Apple, Google or our website) and can be cancelled there at any time.

If you placed a $49.99 preorder deposit before October 13, 2026, the terms you reserved under still apply: your deposit stays refundable until your unit ships, at the price you reserved.

Some countries give consumers rights that a seller cannot remove, such as a cooling-off period for online purchases or a longer legal guarantee. Nothing in this policy limits those rights. Where they apply to you, we honor them.

Email ai@reefability.com with the email address you ordered with, what happened, and photos or a short video. Please do not send anything back until we have replied with instructions: parcels sent without them cannot be accepted. We answer within 2 business days.