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.
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. Please contact us before placing your order so we can guide you through the process.
Arrive Alive Guarantee
At Apex Aquatic, we stand behind the health and vitality of every live animal we ship. While we take the utmost care in selecting, packaging, and shipping each specimen, we acknowledge the inherent stress of transportation for delicate fish, plants, and invertebrates.
In the unlikely event that your livestock does not arrive in good health, we are committed to promptly addressing the situation. Where a valid claim is approved, we will offer a store credit or refund to the value of the affected livestock. Shipping costs are non-refundable. We do not reship replacement livestock as part of a claim, if you would like a replacement, please place a new order through our website.
To lodge a DOA claim, the following is required:
- Claims must be submitted via email to ecommerce@apexaquatic.com.au on the same day of delivery and no later than 24 hours after receipt.
- Clear photos of the specimen inside the sealed, unopened bag must be provided. Photos must then also be taken of the specimen out of the bag.
- A detailed description of the observed issue must be included.
- Any preliminary care measures taken, such as acclimation methods, must be noted.
Please note the following conditions that will void your claim:
- Opening the bag before taking photos will void any claim.
- Disposing of the specimen without prior authorisation from Apex Aquatic will void the claim.
- Refusing delivery of a package showing signs of damage or leakage will void the claim, please accept the delivery and contact us immediately.
- Claims will not be accepted if incompatible or predatory animals are present in the same tank as the newly introduced livestock.
We reserve the right to void any claim where these conditions have not been met.
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:
- Check the tank thoroughly for any cracks, chips, or visible damage before placing any equipment, rocks, wood, or other hardscape products inside.
- Fill 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 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 in new and saleable condition — we cannot accept returns on opened or used products.
- The item must be brought in-store or returned via post for inspection.
- All returns and exchanges are subject to staff approval after the product has been examined.
Return Shipping Costs:
- Change of Mind Returns: 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.