Returns & Refunds

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded: you’re entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality where the failure isn’t major.

Faulty or damaged items

• If something arrives damaged, is faulty, or doesn’t do what it should, contact us and we’ll make it right with a repair, replacement or refund as the Australian Consumer Law provides.
• For faulty items we cover the cost of the return — don’t post anything back at your own expense before talking to us; often a photo is all we need to sort it out.
• Warranty claims on equipment (pumps, lights, heaters and so on) can be handled through us — bring or send the item in and we’ll manage the manufacturer process for you.

Change of mind

• We don’t offer refunds or returns for change of mind (including choosing the wrong item, finding it cheaper elsewhere, or no longer needing it) — so please choose carefully. As a small specialist store we can’t resell opened or returned stock as new.
• The flip side: our advice is free and genuinely expert. Unsure about sizing, compatibility or whether a product suits your tank? Ask us before you buy — in store, by phone or by email — and we’ll make sure you get the right thing the first time.
• This policy doesn’t limit your Australian Consumer Law rights — faulty, damaged or not-as-described items are always covered as set out above.

Livestock — coral, fish & inverts

• Livestock is sold for in-store selection and pickup, and change-of-mind returns aren’t available — every animal leaves our tanks healthy, and re-introducing returned livestock risks our whole system.
• If something goes wrong with an animal shortly after purchase, contact us within 24 hours with a photo and your water parameters — we’ll always work with you on a fair outcome.
• We’re happy to talk compatibility and suitability before you buy — that’s the best return policy there is.

How to make a claim (faulty or damaged items)

Email [email protected] or call (02) 9858 3377 with your order number and a photo of the problem, or bring the item and your receipt into the store. If a posted return is needed, we’ll arrange it with you first — the address is Eastwood Aquarium — Returns, Shop 2, 280 North Road, Eastwood NSW 2122, Australia.