Returns and Refunds

At Ripple Effect Aquatics, we’re proud to offer a variety of high-quality aquarium products and live fish. However, sometimes the unexpected can happen. Please read below for our return and refund information.

 

1. Dry Goods – (Accessories, Lights, Pumps etc.)

We offer a 14 day change of mind return window for most unopened dry goods. To be eligible, items must be in their original, sealed packaging with all labels intact. Items that have been opened or used cannot be returned for change of mind.

However, if your item arrives damaged, defective, or incorrect, please contact us within 7 days of receiving your order with:
  • A brief description of the issue
  • Clear photos showing the problem
  • Your order number
Once assessed and approved, we’ll arrange a refund or replacement depending on the situation. In most cases, you will not need to return the item.


2. Manufacturer Warranty

Most dry goods (such as equipment and accessories) are covered by a manufacturer warranty through our suppliers. If your item develops a fault during the 1 year warranty period, please contact us with the details above, and we'll lodge a warranty claim on your behalf. Returns, repairs, or replacements will be handled according to the supplier's instructions.

3. Order Cancellations:

If you need to cancel an order, please contact us immediately. We are unable to cancel or refund orders once they have been dispatched. If your order has already left the warehouse, it will need to be accepted and returned under our change of mind policy, see Section 7 for details.

Please note: credit card processing fees are non-refundable on cancelled orders.


4. Refunds: 

If an item arrives faulty, damaged, or incorrect, we will refund both the product cost and any applicable shipping charges once assessed and approved.

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

If more than 15 business days have passed since we’ve approved your return, please contact us.

For change of mind returns, a restocking fee of up to 20% and non-refundable shipping will apply, see Section 7 for details.

 

5. Damages and issues:

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

6. Exceptions / non-returnable items:

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants and live animals). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

 

7. Change of Mind: 

As a small family-run business, we partner with trusted Australian suppliers to bring you a wider range of quality products than we could hold in-house. Because of this, change of mind returns need to be coordinated through us before anything is sent back.

We offer a 14-day change of mind return window for most unopened dry goods, starting from the date you receive your order.

Please contact us first and we'll get it sorted for you.

To be eligible, items must be:

  • Unused and in their original sealed packaging, with all labels and seals intact
  • Not a food or medication product
  • Not a health and safety product

Return shipping costs are the responsibility of the customer, and a restocking fee of up to 20% will be deducted from your refund. Original shipping charges are non-refundable.

If you're unsure whether a product is right for you, please reach out before purchasing, we're happy to help!

Please note: orders refused at delivery, or returned to sender due to an incorrect address or non-collection, will also be treated as a change of mind return and are subject to the same fees.

 

8. Dead On Arrival

Live fish are sold directly through our store and are excluded from returns completely, although they are covered under our (D.O.A.) -Dead on Arrival policy, ensuring replacements or refunds for live fish orders. All claims must follow the DOA rules stated in the dead on arrival policy, even if paid via BNPL (buy now pay later) services.

 

9. Additional Information:

For more detailed information about our policies, including our terms of service and privacy practices, please refer to our Terms and Conditions page.

 

10. Need Help?

If you have any other questions about our policies or need assistance with a damaged item, we're here to help. Feel free to contact us by using the chat bubble in the bottom right or by using our contact form.