Refund policy
Apex Aquatic Return & Refund Policy
Live Purchases (Fish, Plants & Livestock) Due to the sensitive nature of live aquatic animals and plants, we are unable to offer refunds, returns, or exchanges on any live purchases. Please choose carefully and feel free to ask our staff for advice before purchasing.
Please note that live goods are only shipped within the Australian Eastern Biodiversity Zone. Customers in WA, NT, or TAS must have an approved quarantine setup confirmed prior to any live goods order being dispatched.
In the unlikely event that livestock arrives deceased, a clear photo must be taken of the fish inside the sealed, unopened bag upon arrival. Opening the bag before taking a photo will void any claim, as it will be considered that the loss occurred after delivery and not during transit.
Glass Tanks
We understand that glass tanks are fragile items and take great care in packaging them to ensure they arrive safely. In the event that your tank arrives broken or damaged as a result of shipping, we will provide a refund to the value of the tank only. Shipping costs are non-refundable.
Upon receiving your tank, please inspect it immediately upon removing it from its packaging. We strongly recommend the following steps before placing anything inside the tank:
- Check the tank thoroughly for any cracks, chips, or visible damage before placing any equipment, rocks, wood, or other hardscape products inside.
- We recommend filling the tank with a small amount of water to test for any leaks that may not be immediately visible.
- Please note: once any equipment, rocks, wood, or other aquascape products have been placed inside the tank, we will no longer be able to consider any damage as having occurred during shipping.
If your tank has arrived damaged, please take clear photos of the damaged area while the original packaging is still present. This photographic evidence is required for any refund claim to be assessed. Claims submitted without photos of the damage alongside the original packaging may not be accepted.
Please contact us as soon as possible if you believe your tank has been damaged in transit so we can assist you promptly.
Dry Goods (Equipment, Food, Accessories, etc.) Dry goods may be eligible for return, exchange, or refund under the following conditions:
- Proof of purchase is required.
- The return must be initiated within 30 days of the date of purchase.
- The item must be brought in-store or returned via post for inspection.
- The product must be in acceptable condition.
- All returns and exchanges are subject to staff approval after the product has been examined.
Return Shipping Costs:
- Change of Mind Returns — If you are returning a product due to a change of mind, the customer is responsible for arranging and covering the cost of return shipping. We recommend using a trackable service, as Apex Aquatic is not responsible for items lost in return transit.
- Defective or Faulty Products — If a product arrives damaged or is found to be faulty, Apex Aquatic will cover the cost of return shipping. Please contact us first so we can arrange the most appropriate return method, which will typically be via Team Global Express or another carrier at our discretion.
There is no cost to return products in store, regardless of the reason for return.
Pricing Errors Apex Aquatic reserves the right to cancel and fully refund any order where an obvious pricing error has occurred — for example, where a product has been listed at a price that is clearly incorrect or significantly below its true value due to a system, human, or technical error.
In the event of a pricing error, we will notify you as soon as possible and issue a full refund of any amount paid. You will then have the option to repurchase the item at the correct price.
This is consistent with our rights under the Australian Consumer Law (ACL), which recognises that a displayed price is generally considered an "invitation to treat" rather than a binding offer, and that retailers are not obligated to honour prices that are the result of a genuine and obvious error. For more information, please refer to the Australian Competition and Consumer Commission (ACCC) guidelines at accc.gov.au.