AquaPetz Returns & Refund Policy
At AquaPetz (aquapetz.com.au), we are committed to providing top-quality aquarium, reptile, and pet care products. This policy outlines our terms for returns, refunds, and replacements in accordance with your rights under the Australian Consumer Law (ACL).
1. Change of Mind Returns (Strict No-Return Policy)
We do not accept returns, refunds, or exchanges for change of mind, accidental purchases, or selecting incorrect sizes, models, or types.
Please ensure you double-check all product specifications, compatibility (such as tank dimensions, voltage, pump flow rates, and livestock requirements), and sizing before placing an order.
We cannot accept returns on products where packaging has been opened, unsealed, or used.
For biosecurity, health, and hygiene reasons, all sales on livestock, aquatic plants, opened medications, treatments, and opened fish/pet food are strictly final.
2. Transit Damage & Missing Items (Immediate Notification Required)
If your order arrives damaged in transit or an item is missing from your parcel:
You must notify our team within 3 business days of receiving your package.
Please email [insert contact email] with your order number, a brief explanation, and clear photos or video footage showing the parcel packaging, shipping label, and the damaged item.
Once verified, we will arrange an immediate replacement or store remedy at no cost to you.
3. Faulty, Defective, or Damaged Goods (Australian Consumer Guarantees)
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If you believe an item purchased from AquaPetz has a manufacturing defect or is faulty:
Contact Us Promptly: Contact our support team with proof of purchase (tax invoice or order confirmation), details of the issue, and photos/video demonstrating the fault.
Assessment: To determine if there is a manufacturing defect, the item may need to be returned to us or inspected by the manufacturer.
Remedies for Major vs. Minor Failures:
Major Failure: If the product has a serious fault that cannot be easily repaired, is unsafe, or does not perform its advertised function, you are entitled to your choice of a replacement or full refund.
Minor Failure: If the issue is minor and can be resolved easily, AquaPetz reserves the right to choose whether to repair the item, provide replacement parts, or offer a replacement/refund.
4. What Is Not Covered (Exclusions)
Consumer guarantees do not apply, and remedies will not be provided, if the product has:
Suffered normal wear and tear over time.
Been damaged due to misuse, neglect, improper installation, or failure to follow the manufacturer’s operating instructions (e.g., running an aquarium pump or submersible heater dry, electrical surges, or improper water chemistry).
Been modified, altered, or repaired by an unauthorized third party.
Been subjected to accidental breakage, dropping, or damage caused by livestock or pets.
5. Return Shipping Costs
Faulty Items: If an item is assessed and confirmed to have a genuine manufacturing fault covered by consumer guarantees, AquaPetz will cover or reimburse reasonable return postage costs.
Non-Faulty Items: If an item returned for inspection is found to be fully functional, damaged due to misuse, or not covered under warranty, the customer will be responsible for any inspection and return postage fees.
6. How to Submit a Return Claim
To initiate a claim for a transit-damaged or defective item, please reach out to our customer care team:
Website: https://aquapetz.com.au
Email: [insert support email, e.g., info@aquapetz.com.au]
Subject Line: Return Request – Order #[Order Number]
Please include: Full name, contact number, order number, description of the fault, and supporting photos/videos.