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Warranty

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Term of Sale and Warranty

We guarantee our live food, frozen food and live plants will arrive in good condition. You have 24 hours upon receiving to report any damage to us. For warranty conditions or would like to submit a claim request please see our warranty conditions & process below.

All aquarium and reptile supplies come with a 30-day hassle free warranty, even if you just change your mind. After 30 days all sales are final, and we cannot accept any returns. For more information please see our detailed warranty information below.


Live Foods, Frozen Foods and Live Plants Warranty 

  • All live foods, frozen foods and live plants are delivered using Express Service only. Estimated delivery time is 1-2 working days depending on your  postal network. Customers have 24 hours upon receiving to report any damage to the plants to receive a full/partial refund, store credit, or a replacement plant. Free postage for replacement plant. 
  • If a plant is not as described, we will provide a full or partial refund, a replacement plant, or store credit. This includes plants that are smaller than described. Free postage for replacement plant. 
  •  Please choose your live food, frozen food or live plant carefully as we do not refund if you changed your mind after you received your order. 
  • Once we have dispatched your order from our warehouse, you will receive an email with tracking number to help you track your order. Please ensure that there is someone available to receive your order unless otherwise indicated. The Live on Arrival warranty is voided if no one was available to receive your order and has been redirected to the nearest post office waiting for collection.  No refund will be issued if plant is damaged or order is missing if you instruct to leave your parcel at your premise without collecting a signature. 
  • Orders can be cancelled prior to the items being packaged and shipped.  Once the package leaves our warehouse, we cannot cancel the order.

Aquarium and Reptiles Supplies Warranty 

  • Customers have 30 days from date of purchase to request for refund, exchange, repairs or store credit. The warranty covers faulty product, items not as described, or simply changing your mind. 
  • For team at Just Aquatic to accept and approve returned item, the criteria listed before must be fulfilled:
  1. The items must be in their original conditions &  in the original manufactures' packaging. Product instructions and component (if applicable) must also be returned.
  2. Product to be securely packed and protected to ensure that Just Aquatic received product in good & original condition.
  3. Ensure that Just Aquatic receive returned products by using the return postage service provided by Just Aquatic or by registered post.*  
  • Change of mind returns are subject to a 10% restocking fee based on the retail price of the returned product OR AUS$15 whichever is greater. Postage, handling, and any taxes are not refunded.
  • Orders can be cancelled prior to the items being packaged and shipped.  Once the item leaves our warehouse, we cannot cancel the order. 
  • Warranty covers if wrong items sent to clients, but clients will need to post items back to us using our return postage service only.

Claim process 

Customers can complete a claim by clicking .

  • Please be sure to choose request type "Claim" and provide all requested information including photos of the products if needed.
     
  • If the claim is valid, a member of our customer services team will contact you with next steps.

  • All refund requests will be processed in 7 days.
     
  • If the customer is returning an item, the item must be returned within 7 days of the accepted claim form. If the item(s) are not returned within 7 days, the items will no longer be eligible for return.
     

* Customers are encouraged to use the return postage service provided by Just Aquatic for a small fee. If customers choose to send return product independently, customer are strongly advised to return product by register post. 

 
 
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