Returns and Refund Policy

Returns of Aquatic Livestock:

As fish are very sensitive to disease, we aren't able to receive returns of any aquatic livestock or plants (or ornaments submerged in your tank). 

If your fish, plants or snails arrive dead on arrival we will organize a replacement or refund for you, as all of these are covered by our Arrive Alive Guarantee. 

Returns of Non-Livestock Items:

You are able to return any non-livestock items with all their original packaging to us, in line with ACCC Guidelines and Australian Consumer Law. 

For these returns our team will help you with a store credit, or exchange when:

• The item is faulty 
• The item is significantly different to described on the website or in store. 

Always feel free to contact our team at melbournetropicalfish@gmail.com within 7 days of delivery to process your return. In your email include the issue with your item, and your order number. 

DOA & Returns Policy:

You cannot claim a refund because you simply change your mind. This means that if you purchase an item or service and later decide that you no longer want it for reasons unrelated to the product's quality or the service's performance, the retailer or provider is not obligated to give you a refund.

We offer a 100% Arrive Alive Guarantee. guarantee on all our fish, plants, and other aquatic life. If something in your order arrives dead, Claims must be submitted within 24 hours of delivery.

please follow these steps:

1. Take Photos:

   • Photograph the item in the sealed shipping bag upon arrival.
   • If applicable, take an additional picture of the fish out of the bag. 

2. Check for Issues:

   • If an item is missing, unwell, incorrect, undersized, or there are any other issues on delivery, take pictures of what you have received in the bags (with a ruler for sizing issues).

3. Submit a Claim:

   • Include any important details that may be necessary.
   • Claims MUST be accompanied by clear and accurate photos of each fish in the original sealed bag plus one picture of the fish out of the bag.
   • Water parameters of your aquarium: Ammonia, Nitrate, Ph, Gh MUST be sent as photos.
   • email all the information to melbournetropicalfish@gmail.com within 24hours of your stock arriving.

   • Our live fish guarantee is void if:

     • No-one is present to receive the consignment at time of delivery and the consignment is left unattended at the destination.
     • The fish are not held at the delivery address and/or are on-sold or transferred to another person.

Resolution

• We will arrange store credits unless the claim qualifies for resending the fish.
• If replacement fish are sent, the customer must cover the postal fee.
• Freight/Postage costs are non-refundable and cannot be claimed.
• We do not accept claims for change of mind; only replacements or store credits are offered.

We appreciate your understanding and cooperation.