Refund policy

We understand that returns may be necessary from time to time. Please review the following guidelines, which outline how we handle returns and refunds depending on the situation.

Change of Mind or Customer Error

If you're returning an item due to:

  • Change of mind
  • Incorrect item selection
  • No longer required

You may be responsible for the return shipping cost and %10 restocking fee. In some cases, our return portal may offer discounted postage, with the cost deducted from your refund. 

Please note:

  • Opened consumables (e.g. Seachem Safe, FritzZyme) may not be eligible for return if the seal is broken (if any) or there is a quantifiable loss of weight or volume.
  • Electronics (e.g. heaters, filters) may incur a refund deduction based on degree of usage, especially where cleaning or repackaging is required.

Faulty Items, Incorrect Orders, or Warranty Claims

 If the issue is due to a fault, an incorrect item, or a warranty-related concern, please contact us directly. We're here to help and will work with you to resolve it as smoothly as possible.

 To assist with the process, we may ask for:

  • Photos showing the item and packaging
  • Videos (preferred where possible for warranty claim)

If the situation allows, we may be able to resolve the issue without requiring a return. If the evidence is sufficient, we’ll issue a free return label and an RMA (Return Merchandise Authorisation) for tracking the enquiry. If the information is unclear or inconclusive, you may still return the item, but return shipping may be at your cost. Please note that warranty procedures may differ between manufacturers. While we’re happy to guide you, we are also required to follow their specific processes.


Return Packaging Responsibility

You are responsible for ensuring the item is securely and appropriately packed for return, regardless of the courier or service used. If damage occurs during return due to poor packaging, we may not be able to process your refund. Couriers may reject returns that are not adequately or safely packaged. Fragile, heavy, and bulky items may require additional attention to packing. The standard for packing is what the item originally arrived with.

For example:

  • If it came with air cushioning, return with air cushioning.
  • If it arrived on a skid/pallet, return must be secured on a skid/pallet.

Lodgement Instructions Auspost:

  • Lodge in-store (no printer required)
  • Or via roadside red boxes (printer required)

Startrack:

  • Lodgement typically occurs at depots.
  • StarTrack PRM labels are an exception.

 

Instructions will be provided by respective courier. Collection: May be available upon request. This is a non-standard service and may incur a fee. Photo of your packed item may be required beforehand.

RMA and Refund Timelines

RMAs are generally processed within one business week after we receive the return. You may be contacted during this time if further details are required. In some cases, we may need to forward the item to the local supplier or manufacturer, which can add approximately 1–2 business weeks to the process. If a replacement is approved, we will ship it to you at no additional cost. Refunds are issued via our payment processor to your original payment method, and can take up to five business days to appear, depending on your financial institution.