Returns Policy
SHOP ONLINE WITH CONFIDENCE
At Aquarium Spare Parts we want you to shop online with confidence and in the knowledge that your privacy is of the utmost importance to us. We use the most up to date encryption technology (SSL) to protect your credit card details and personal information. We do not share any customer details or information. We may sometimes email you to alert you of special offers, sales or new arrivals. If you do not wish to receive these updates you are welcome to opt out of receiving them without any hassle.
At Aquarium Spare Parts we accept online payments via:
- Visa
- Mastercard
- Paypal
- Direct Deposit
We are more than happy to ship Australia wide. When you place an order we guarantee that your items will be shipped within 2 working days. If, for reasons beyond our control, we are unable to ship your order within 2 working days, you will receive an email informing you of the estimated delivery time-frame. At Aquarium Spare Parts we aim to ship your orders as efficiently as possible. If you have any queries or concerns regarding shipping time-frames or costs, please feel free to email us.
Due to the nature of the parts that we have available, it is difficult to calculate some shipping prices (as your order combinations vary). We do our best to provide you with accurate shipping prices, however if you are concerned about the shipping price, email us and we can double check it for you. All orders are shipped via Australia Post unless specified otherwise.
FREE SHIPPING AVAILABLE
We have over 300 products that include Free Shipping. On larger item such as filter and aquariums this is only valid for Metro areas. Rural areas which include WA and QLD are not included and will incur additional shipping fees.
If you believe your location could fall within these areas, please contact us first before placing your order.
For all questions or concerns to do with shipping please email us at customerservice@aquariumspareparts.com.au.
THE ULTIMATE RETURN POLICY
At Aquarium Spare Parts we strive to ensure that you are satisfied with the items that you receive. We do this by providing as much detailed and accurate information about the products that you are purchasing. We want you to love what you have ordered. If something isn’t quite right or if you’re not satisfied with the items that you have received, we want you to let us know. We encourage you to do this as soon as possible.
It is our intention to ensure you are satisfied with your entire online experience.
If you find you are not satisfied with an item that you have received, you are welcome to return it to us. We accept returns within 365 days of purchase when the item is in its original condition, with packaging & labels, unopened and unused. This does not include food or any other perishable items.
All returns within the 365 day period are required to include your receipt. Once we have received and accepted the returned item, a credit will be issued. Shipping or return shipping prices are not included in the refunded price.
You need to include the Returns & Exchange form, along with the item(s) you are returning in their original condition and any packaging that came with it. Please note that whilst individual packaging can be opened, the box or container must not be ripped, damaged or the seals removed in order to be eligible for a refund, exchange or credit.
FAULTY/DAMAGED/INCORRECT PRODUCTS
Where items are found to be faulty or damaged, a replacement item will be sent to you at our cost. Claims need to be made within 7 days of receiving the product. If you do not wish to have a replacement item sent, we are more than happy to provide you with a refund. Please return the item to:
Aqua Spares
PO Box 10 Daw Park SA 5041
Return postage (not inc packaging and additional fees such as signature on delivery) will be reimbursed where items are received in a faulty or damaged condition.
If an incorrect item has arrived and has been used/installed/opened without notifying us first we are unable to provide a remedy.
REPAIRS UNDER MANUFACTURE'S WARRANTIES
There may be circumstances where you have a problem with a product however it does not amount to a breach of a statutory warranty provided by us i.e. you are not entitled to a refund from us. In those circumstances, however, the product may have come with a warranty from the manufacturer.
Where your purchase of the product has been sold with a warranty from the product manufacturer, the warranty will typically grant you a right to have the product repaired (rather than entitle you to a refund) if defects arise falling within the scope of the warranty.
Some Manufacturer's use external Service Agents to repair faulty or damaged products. Where applicable, the item will need to be sent away for repair. Please contact us for manufacturer's contact details.
We recommend you firstly phone the relevant manufacturer if you experience any difficulties operating a product.