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Return Request

Need to return something?

Please submit the form below prior to returning any item, as you need a Return Authorisation Number (RAN) clearly displayed in the address field for the return to be accepted.

We will process your claim within 3 business days of receipt and contact you via email once complete.

THERE ARE CURRENTLY DELAYS IN PROCESSING ALL RETURNS. For the safety our team, we are clearing our PO Box once per week only. Returns will be processed within 3 business days of our PO Box collection. 


Change of Mind Return:

To return an item for a store credit or refund*, please complete the form below within 30 days of your order arriving. The item must be as new with all original packaging, suitable for resale.

If you want the item replaced for a different item, you will need to place a new order.

Delivery costs incurred by us are not refundable and any return costs are on you**.

Please note for the safety of our pet friends, we can't accept certain items for return unless faulty, such as foods, additives and medications as we can't safely resell these. For the complete list, please read our Terms & Conditions

We try hard to accept all returns, but in the unlikely event an item is in an unsuitable condition it will be refused, with return costs on you.  

Any returned items are your responsibility until they reach our warehouse, so please make sure it's packed up properly and can’t get damaged on the way. It is highly recommended you use a service which includes tracking and transit insurance.

*For Afterpay payments, they deduct a 6% fee which is non refundable. 

**Items sent "Return to Sender" will have the fees charged to us deducted from the store credit or refund, currently $11.48 including GST.

Our terms and conditions contain important information on returns.

Return Address:

Aquatic Supplies Australia

Return Number: (you must include your Return Authorisation Number here)

PO Box 7076

Greenway ACT 2900

Warranty Claims / Faulty Items:

Buy online with confidence, with free returns on faulty items*.

All of our products are sourced from authorised suppliers located within Australia and all of our products come fully backed by a manufacturer warranty.

We try our hardest to fix most faulty items without the need for return, but in some cases we may need the item returned to us for assessment. If found to be a warranty fault we will repair, replace or refund it. 

Items which we agree obviously have a warranty fault via photos, videos and general troubleshooting, we pay the return delivery costs. Rarely, some items may need to be assessed to determine if it is a warranty fault. For these you will need to pay return costs and if faulty, we will reimburse regular postage. 

Warranties do not cover wear & tear and consumables such as seals, gaskets, impellers etc.

Units which have been misused, damaged or found to be in working order, a service fee of $20 may be charged and the warranty claim will be refused.

Returns must be packaged securely to prevent transit damaged. Damaged items cannot be assessed for warranty purposes and will be refused. 

* Does not cover items returned for assessment to determine if it is a warranty related fault. Applies for items within Australia only.

Please view our Terms and Conditions for important information regarding Warranty returns.

 


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