How Easy Is It to Work with Us When There Is an Issue?

We understand that mistakes can happen—we’re only human! If you ever have an issue, we ask that you communicate with us responsibly and authentically. Be forgiving but assertive, and we’ll work quickly to resolve your concerns.

Case Study: Quick and Hassle-Free Resolution

A customer’s order got lost in the mail, and she chose to request a refund. We responded promptly and processed her refund according to our policy. Our goal is always to make things right as smoothly as possible.

Aquarium Haven & Consumer Law

We follow all guidelines set by the ACCC and adhere to Australian consumer law to ensure fair and transparent transactions.

Dry Goods Return & Refund Policy

We do not offer refunds or replacements for change of mind purchases. However, you can request a refund or exchange if an item has a major problem, such as:

• A defect that would have stopped you from buying it if you had known
• The item is unsafe
• It is significantly different from the sample or description
• It does not function as promised and cannot be easily fixed

If the issue is minor, we will repair the item within a reasonable time. If a repair is not possible, we will offer a refund or replacement.

➡️ Keep your proof of purchase (receipt or credit card statement) for any claims.

Glass Tanks (Pickup Only)

When purchasing a glass tank for pickup, you accept full responsibility for its transport and condition upon leaving our store. Aquarium Haven is not liable for any loss or breakages after pickup.

Live Fish & Plants Health Guarantee (In-Store Purchases)

We only sell healthy livestock. It’s your responsibility to check the health of your purchase before leaving our store.

14-Day Fish Health Policy (Excludes Invertebrates)

If your fish perish within 14 days, follow these steps:

1. Return the deceased fish in a sealed plastic bag or container within 48 hours.
2. Bring a 500mL water sample from your aquarium.
3. Provide recent water test results (pH, Ammonia, Nitrite, and Nitrate).
4. Show proof of purchase (credit card receipt is sufficient).

➡️ If your water parameters meet species requirements, we will issue a 50% gift voucher based on the fish’s value (valid for 30 days).

Shipping Policy for Livestock

Dead on Arrival (DOA) Coverage

• If your fish arrives dead (still inside the bag), you will receive a full store credit for its value.
• Please note that imported fish, such as guppies, can be highly stressed and may struggle to adapt to new conditions.

🚛 Shipping costs are non-refundable.

➡️ If replacements are sent, you must cover shipping fees. ➡️ If the replacement also suffers losses, no further store credit applies.

Incorrect Items Sent

Mistakes can happen! If you receive the wrong item, contact us immediately. We will correct the error by either:

• Sending the correct product
• Offering a store credit

Out of Stock Items

If an item is unavailable, we can offer:

• Store credit
• A backorder option

Order Cancellation Policy

We strive to be fair, and we ask for the same from our customers.

Cancelling a Special Order

If you cancel a special order, a 50% restocking fee will apply. This covers:

1. The care and maintenance of reserved livestock
2. Administrative costs
3. Potential loss of sales due to stock allocation

➡️ Refunds are typically issued as store credit.

Livestock, Plants & Accessories (48-Hour Refund Policy)

If your delivered items are unsatisfactory or perish within 48 hours, you can request a partial refund using the following formula:

• 70% of the item’s value will be refunded
• 5% transaction fee is deducted
• $30 shipping fee is deducted (if shipping was free)

Example: If your total loss is $100:

• Refund = $100 × 70% = $70
• Transaction Fee = $100 × 5% = $5
• Shipping Fee = $30
• Total Refund = $70 – $5 – $30 = $35

📌 Refunds are processed only on the 15th and 28th of each month.

Cancelling an Online Order

• Within 24 hours → 90% refund (minus processing fees)
• Beyond 24 hours → Subject to our cancellation policy

➡️ If you need to delay shipment due to a tank crash or emergency, contact us ASAP!

🚫 Western Australia: No invertebrates or plants allowed.

🚫 Tasmania: Import permits required for livestock.

Conclusion

✅ Be fair and treat us as you would like to be treated. ✅ Provide photographic proof of DOA stock via Facebook Messenger (icon at bottom right). ✅ We appreciate your business and are here to help!

📅 Last Updated: January 01, 2025