RETURNS POLICY

Returns, Refunds and Warranties

All warranties, refunds and returns will be handled as per the guidelines provided by the ACCC and Australian Consumer Law that protects you as a consumer in Australia.

In regards to our Livestock quality compliance, we comply with the Animal Welfare Code of Practice (2008) and operate in accordance with Australian Consumer Law.

You can choose a refund or exchange if an item has a major problem. This is when the item:

  • Has a problem that would have stopped someone from buying the item if they had known about it
  • Is unsafe
  • Is significantly different from the product description
  • Doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

We are unable to provide a refund/replacement if you change your mind, or when an item is delivered within our Shipping time frame.

Livestock supplement items

We do not provide a refund or exchange for change their mind or if the order was placed in error.

Livestock, Plants- Warranty and Liability

We pride ourselves on on the health of our plants and the high standard of packaging & delivery services we offer to our Customers. We use the Australian Postal Service to ship your stock promptly and in the safest way possible. However, the Buyer agrees to purchase stock from us at his/her own risk and all plants do not come with warranties. We do not warranty plants and tissue culture plants. Accordingly, we are under no obligation to provide refunds for any livestock and plants under our policy.

Dry Goods and Electrical Goods only

All products sold are “fit for purpose”, however we do not warrant or guarantee that any product sold is compatible with any equipment already installed or in use by the customer. Customer must research manufacturer’s specifications or consult us before making any decision to purchase.

Except expressly set forth herein, the Buyer may not return any products to us without our written consent. Return requests must be submitted in writing to our email. Alternatively, sign into your account, view your Completed Orders and select Return Item(s). You will be prompted to select a return reason. We will send your return authorization by email. Authorized Returns are issued a Return Merchandise Authorization number (RMA). We do not accept any responsibility for any unauthorized returns and will not be liable for any loss or damages resulting as a consequence of you returning these item(s).

Green Aquarium does not provide a refund or exchange for change their mind or if the order was placed in error.

Restocking Fee for Change of Mind Orders

If we do accept a change of mind return, at our discretion, we will issue store credit and it will be subject to a restocking fee* plus applicable postage charges. *This fee may change from time to time.

You must notify us within 24 hours by email if you suspect that your goods are damaged or faulty. Once we determine the issue, we may request for you to send the item back to us (at buyer’s expense) in the product’s original packaging. Upon receipt of the return and inspection, we may offer you with a replacement.

Our Returns address is:

Green Aquarium
72 Womra Cres
Glenmore Park
NSW 2745

Returns can only be made within the first 7 days from date goods were received, along with original receipt at our discretion for refund, credit, replacement, or repair. However, your dry goods are still bound by its own manufacturer warranties which cover various warranty terms.

All returns (at Buyer’s postage expense) must be carefully re-packed sent to us in its original packaging, with all manuals, blank warranty card, with serial no/barcode clearly visible other accessories and documentation included. The item cannot be damaged in any form. You return package should have tracking, as we take no responsibility if your return goes missing.

Item(s) must be unused and in the original condition it was received in.

Note: Where an item is returned has not been packed securely, or is not in a new or re-saleable condition when it arrives at our Warehouse, we are not obligated to provide a refund or store credit and the item may be returned to you. We will contact you to advise of the return status.

After inspection by our team, if the product is deemed faulty, we will replace the product with an even exchange of the same item, subject to in-stock availability and Manufacture warranty. Replacement items ship within two business days after the defective item is received in our warehouse and inspected by our Returns department.

We will cover the cost to ship the goods back to you. We will endeavor to make the claim as quick as we can but ultimately it is at the distributor’s discretion as to how long it take for them to fix or supply a replacement product.

WARRANTY FOR DRY AND ELECTRONIC GOODS

We aim to stock only reputable worldwide brands which have undergone rigorous Quality Control, research and development to ensure our Customers have the best Aquarium products in the industry.

We support all warranties relating to products offered and supplied by us. Warranty terms vary for each product.

Generally, all our Electrical products carry a 1-3 year Warranty Term. Please refer to the supplied product documentation and/or product description for Warranty details.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. The warranties and product support that we offer and provide pursuant to our Terms and Conditions are in addition to the consumer warranties and guarantees under the Australian Consumer Law.

Except expressly set forth herein, the Buyer may not return any products to us without our written consent. To make a Warranty claim, you need to put the claim in writing to our email, and we will respond accordingly. Alternatively, sign into your account, view your Completed Orders and select Return Item(s). You will be prompted to select a return reason and fill out a form.

You will be required to supply us with your item’s serial number (for equipment/dry goods, if applicable) and receipt/Paid Order confirmation. If your return is authorized, we will inform you by email. Authorized Returns are issued a Return Merchandise Authorization number (RMA). We do not accept any responsibility for any unauthorized returns and, as such will not be liable for any loss or damages resulting as a consequence of you returning unauthorized item(s).

If relevant, we will advise steps to resolve your product issue. If we determine that the product is indeed faulty, we will request that you send the item back to us.

The cost of posting the faulty product to us will be paid by the Buyer and, we will cover the cost to ship the goods back to our Distributor and then back to you. We endeavour to make the claim as quick as possible. We do not cover freight expenses on warranty claims. It is sender’s liability for return postage (with tracking).

All returns (at Buyer’s postage expense) must be sent to us in its original packaging, with all manuals, blank warranty card, other accessories and documentation included. You return should have tracking, as we take no responsibility if your return goes missing.

We advise that you keep the original product packaging if possible. In the unlikely event that you intend to make a Warranty Claim or request for repair, and you do not have the original packaging, you will bear the responsibility for safely packaging your product for transport and we accept no liability for any damage that may occur in transit.

After inspection by our team, if the product is deemed faulty, we reserve the right to repair or replace the product or relevant part (subject to in-stock availability and Manufacture warranty). Replacement items ship within two business days after the defective item is received in our warehouse and inspected by our Returns department.

Alternatively, if we are unable to repair or replace the product, we will provide the Customer with store credit or we may refund the price of the product (at the original price the product was purchased excluding postage cost).

Warranties for products purchased from Green Aquarium are deemed null and void for the following:

Consumables, e.g. dry food, frozen food, supplements and medications;
If the product was not used for its intended purpose
If the product was tampered with in any way
To damage caused by accident, abuse, misuse, liquid contact, fire, earthquake or other external cause;
To damage caused by operating the product outside any guidelines published for use;
To defects caused by normal wear and tear or otherwise due to the normal ageing of the product;
If any serial number has been removed or defaced from the product;
Where proof of purchase (invoice or paid order confirmation) cannot be provided;
To damage caused by failure to provide dry storage.

Need help?

Contact us at [email protected] for questions related to refunds and returns.