Refund and Return Policy
We have 3 rules of returns, item(s) must be returned:
- 14 Day Replacement or Store Credit Guarantee for anything that may go wrong with your products.
- Product returned must be in the original condition.
- Products returned and damaged by insufficient packaging will not be accepted for refund.
You have a 14 Day Replacement or Store Credit Guarantee, to process a warranty application.
Applications that do not meet these criteria will not be approved for a replacement or store credit.
Customers are responsible for all shipping charges except for items damaged in transit.
We do not accept returns of livestock, so please choose livestock carefully. It is highly recommended to check your aquarium parameters, do your research on the animal, and read the product description carefully.
The caregiver is responsible for the animal’s health and well-being. Be responsible and know how to care for your animal. Our customer support team is always here to assist you.
Shipping fees are Non-Refundable.
Refunds by law: In Australia, consumers have a legal right to obtain a refund from a business if the goods purchased are faulty, not fit for purpose or don't match the seller's description.
Order Cancellation:
We always encourage you to consider the purchase carefully before you pre-purchase livestock.
A: If you unhappy with the product, please return it within 14 days, we will happy to give you full refund excluding the shipping fee. Please include your order number and the product you wish to return and send us an email to support@aquafy.com.au.
Q: Can I get a refund or reshipment if some shrimps or snails are missing on arrival?
A: In order to claim a refund or reshipment for missing shrimps, snails, or any other livestock, you need to provide an unboxing video and some clear photos of the unopened parcel. It will help us resolve the matter ASAP.
Q: Can I make changes to my order?
A: Please contact our customer service team as soon as possible if your products are not shipped yet so we can make changes to your order.