We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Your purchased product must return to us in a new condition - unused and in its original packaging. We do not cover postage costs for cancellations or returns. Once we have received and inspected the goods, we will organise an exchange or refund your payment in full, minus the initial shipping costs. If the original order had free shipping, a 20% restocking fee will be applied.You will be notified of this via email.
You can always contact us for any return questions at info@iwaquariums.com.au
Damages and Warranty
Please inspect your order upon reception and contact us immediately within 48hrs if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. After this time we are unable to process transit damage claims.
To make a claim with the courier we usually need photos of the packaging and products when they arrive showing the damage. If your item was sent via Australia Post, Australia Post may request the receiver to bring the item to the Local Post Office to lodge a claim for compensation.
If the product is faulty, please contact us on info@iwaquariums.com.au so that we can assist you with the return. Please provide the order number, photos and description of the issue in your email.Occasionally we might ask you to perform a few troubleshooting steps before asking you to return the item. Please note, we might decline your claim if you refuse to provide information/ photos as required. You will be responsible for the return postage , however if a replacement or repair is being offered, this will be returned to you at our cost.
If we find the product works as expected, we won't approve a replacement or refund. We'll then return the product once you've paid for postage.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refund
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. 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 at info@iwaquariums.com.au