We try to be as reasonable as possible. If the product and it's packaging is unopened and not damaged we will almost always offer a full refund. Once something has touched water is on a case by case basis. We have a 7 day guarantee on most all of our freshwater fish. No guarantee on saltwater fish or invertebrates.
Guess it depends on what you are trying to return and why. What do you want to return?
Not sure exactly but I can attest they are very reasonable. When a couple of my recently purchased fish died in the first week I brought in sample of my water. They verified water was decent so they let me replace the fish with no hassle.
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