Refunds Policy

At Aqua Life Pet & Aquarium, we understand that sometimes things don't go as planned. We want to ensure a smooth and hassle-free experience for our valued customers. This policy outlines the conditions under which you can return your purchase.

What can be returned?

You can return most unused and undamaged items within 30 calendar days of receiving them. This includes:

  • Aquarium equipment and supplies (filters, pumps, heaters, etc.)
  • Aquarium décor
  • Dry fish food and other dry pet supplies

What can't be returned?

The following items are not eligible for return or exchange:

  • Live fish, invertebrates, and coral (due to biosecurity concerns)
  • Live plants
  • Opened or used food and treats
  • Special order items (items not typically stocked that are ordered specifically for you)
  • Items damaged due to misuse or neglect

Refunds and Exchanges

  • If you have a receipt and your item meets the return criteria, you can choose between a full refund, an exchange for a similar item, or store credit.
  • Refunds will be processed using the original payment method within 7 business days of receiving the returned item.
  • Exchanges will be processed subject to stock availability.
  • Store credit will be issued electronically and can be used for future purchases.

Exceptions and Additional Information

  • We are not obligated to offer refunds for change of mind or incorrect choice of product. However, we may offer an exchange or store credit at our discretion.
  • Change of mind return costs are covered by the buyer
  • For faulty items, you can choose between a replacement, exchange, store credit, or refund. We may require the item to be returned to the store for a warranty assessment before processing your request.

How to Make a Return

  1. Gather your receipt as proof of purchase.
  2. Pack the item securely in its original packaging.
  3. Bring the item and your receipt to the Aqua Life Pet & Aquarium store location.
  4. Speak to a customer service representative who will assist you with your return or exchange request.

Contact Us

If you have any questions regarding our return policy or need assistance with a return, please contact our customer service team by phone at (03) 5562 8790 or by email at sales@aqualifeaquarium.com.au

We appreciate your understanding and cooperation.

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