Refund policy

 

Dry Goods

If a dry goods product arrives damaged or is incorrect to what was ordered, the customer can contact us for a refund provided the following conditions:

• Original Proof of Purchase
• The product has its original packaging 
• Product is unused
• We are contacted via email within 24 hours of the product being delivered/picked up from the store
• Incorrect products are returned to store

Shipping costs are non-refundable.

We do not refund for change of mind

Live Stock DOA's

Here at Oceanreefs Marine Aquariums we strive to provide our customers with the best quality livestock possible.

We monitor our fish throughout the stock/ holding facility and check them individually before selling to ensure our customers are happy with their purchase.

For shipping customers, we will replace or credit any fish or coral that are dead on arrival, provided there are photos and we are contacted within 6 hours of the livestock arriving. Photos must be of the coral or fish before bag is opened, and also after bag is opened. Photos must be sent via email to: sales@oceanreef.com.au

For local customers (purchases in store): should any fish die or become sick, we request to be contacted within 24 hours of purchase and are provided with.

•  A water sample to check parameters
•  A photo of the dead fish
• Photo and details for your tank including size and tankmates
• Acclimatisation method used

Shipping costs are non-refundable on all orders.

Please note: Special order and rare fish which are not part of our regular stock, are exempt from our DOA guarantee. This DOA expemtion applies particularly to larger and hard to ship species. Such as: Reef Sharks, Large Cods, Zebra Seahorses, Pipefish and Sea Dragons.
For these exempt species, while we will ensure optimal shipping conditions, we cannot offer refunds or replacements if the fish arrives deceased or in poor condition.
If you are unsure if your fish will be covered please ask before placing your order.

Refunds

All refunds for payments taken directly through our website will be issued in store credit via a gift card to the value of the refund.

Should you not agree to a store credit being issued, refunds issued for sales through our website will incur a 5% surcharge. Zipay and Afterpay order will incur an additional 3.5% fee.