For the welfare of our animals and our strict health and disease management protocols, we cannot accept returns for any live product. Therefore, please choose wisely and select carefully. We do however offer an ‘Arrive Alive Policy’ which covers you in the event that your fish does not safely make the journey and is/are Dead on Arrival (DOA). Please see our policy at the bottom of this page.
Returns are available for all dry goods. However, we cannot accept returns for the following items:
- Consumable goods which have been partially used or opened
- Items which have been used contrary to their intended purpose
Also note that postage charges for returned items will be at the expense of you, the customer.
Replacement of nonworking items is our preferred method of reimbursement. Store credit or refund is also available for dry goods, whichever is preferred. Refunds for the purchased item/s will be made via the original payment method (i.e. PayPal, Bank Transfer, etc) after receiving them back.
Note: You are responsible for providing accurate address details. Any item returned to Second Nature Aquariums due to ineligibility or inaccessibility of the given address will incur additional postage charges. In the event that a refund is sought after a non-delivery, the original postage amount will be deducted from the refund amount. Second Nature Aquariums accepts no responsibility for items where you have given permission for the courier to deliver the parcel to an unattended address.
Damaged Goods & Warranty
When receiving your order, please be aware that upon signing for your parcel you are declaring that all goods have arrived intact and as intended. Second Nature Aquariums does not accept any responsibility for goods that are damaged by Australia Post or other courier services. If goods have been damaged in transit you must refuse to accept the delivery and contact us immediately. We will provide you full assistance with your claim against the courier in the unlikely event.
Please contact us within 24 hours by email if you have a warranty issue and your goods are damaged or faulty. Second Nature Aquariums is not the primary provider of warranty. Freight costs incurred due to warranty claims are not the responsibility of Second Nature Aquariums, and are to be borne by you, the buyer or customer. Upon receipt of the return and inspection, we may offer you a replacement item. Returns can only be made within the first 7 days from the date the goods were received, along with original receipt at our discretion for refund, credit, replacement or repair.
Arrive Alive Policy
We pride ourselves on our livestock shipping system - where all livestock are shipped with the utmost care and diligence. We do offer replacements in our ‘Arrive Alive Policy’ which covers you in the rare event that your fish do not safely make the journey and are dead on arrival (DOA).
Definitions: 'Replacement' means a reimbursement with an equal and identical product.
This means another fish of the same species, type, locality, colour, gender and size. Where an exact replacement is unavailable, another suitable replacement fish or fishes of equal or lesser value may be substituted. Substitutes will be arranged between you, the customer, and Second Nature Aquariums. Second Nature Aquariums reserves the right to deny options for substitution at the discretion of this organisation.
Validation of a Claim:
All claims must be accompanied by the following documentation:
1. Proof of purchase. Must be the original invoice document (or order number), must be dated and must still be fully legible.
2. Proof of expiry – e.g. photographic evidence (not required if fish corpse is received by Second Nature Aquariums within 24hrs). Please photograph the dead fish in a) the unopened bag you received it in, and b) outside the bag.
Photographs can be in any form but must be recognisable and submitted within 24hrs of receiving your order for replacements to be considered.
Accepted are email or text message photos, faxed photos are not acceptable.
3. A water sample, from the bag/tank in which the fish expired may be required along with other documentation (specified at a later stage). You will be contacted regarding the requirement of a water sample. Replacement may be refused or delayed at proprietor’s discretion if environmental maladies are suspected.
Under no circumstances will cash/money be reissued for dead fish (DOA’s). If a suitable substitute is unavailable, a credit on your account will be issued for your next order. Please Note: the original shipping amount will be deducted from the credited amount. Credits have a use by date of six month from purchase. Credits are not redeemable for cash.
Second Nature Aquariums accepts no responsibility (incl. the Arrive Alive Policy) for items and orders where you have given permission for the courier to deliver the parcel to an unattended address.
Any claims made outside the 24hr window can be submitted using the above format for special consideration.