Legal

Returns & Refund Policy

This page sets out the full terms of our Live Arrival Guarantee, and how we handle returns more generally. It formalises the guarantee summarised on our Shipping page — if anything here ever reads differently, this page is the authoritative version.

Last updated: 2 September 2026

Live Arrival Guarantee

We guarantee your fish will arrive alive. If a fish arrives dead, or so visibly distressed it’s clearly not going to recover, we’ll make it right — no argument, no hassle.

Our preference is always to send a replacement for the affected fish on our next available dispatch. Where a suitable replacement isn’t available — for example, that exact species or line is temporarily out of stock — we’ll issue a refund for that fish instead.

Making a claim

To claim under the Live Arrival Guarantee, you need to:

Contact us within 4 hours of delivery — the same day the box arrives
Send a clear photo of the affected fish while it’s still in its original, unopened bag
Email these to us at hello@aqua-nest.com.au, or through our Contact page

The guarantee covers the trip itself, so it depends on the box being opened and checked promptly on arrival — that’s also why we always confirm an expected delivery day with you beforehand, so someone’s ready to check the box as soon as it lands.

We aim to respond to every claim within one business day and get a replacement or refund moving straight away once photo evidence is confirmed.

What isn’t covered

The Live Arrival Guarantee covers the condition of the fish on arrival — it’s not an ongoing health warranty. It doesn’t cover:

Fish that were alive and appeared healthy on arrival but decline afterward — once a fish has settled into your tank, its ongoing health depends on your own water conditions, acclimation and care
Claims made after the 4-hour delivery window, or without photo evidence
Fish that were opened or transferred out of their bag before being photographed

We’re always happy to talk through acclimation and setup before your order ships if you have questions — better to ask beforehand than after.

Change of mind

Because we’re dealing with live animals, we don’t offer change-of-mind returns once an order has shipped — a fish can’t simply be sent back. If you’re unsure about a species, get in touch before ordering and we’re happy to talk through whether it’s a good fit for your setup.

Other issues (non-live-animal)

For anything else — a mistake with your order, a payment or shipping charge that looks wrong, or any other problem that isn’t covered by the Live Arrival Guarantee above — get in touch and we’ll look at it case by case. We’d rather sort out an unusual situation directly with you than force it through a rigid policy that doesn’t fit.

Refund method & timing

Approved refunds are returned to your original payment method via Stripe. Depending on your bank, it can take a few business days to appear on your statement after we process it.

Your rights under Australian Consumer Law

This policy sits alongside, and doesn’t limit, any guarantee, right or remedy you have under the Australian Consumer Law that can’t be excluded by agreement.

Need to make a claim, or have a question?

Get in touch with photos if you have them — we go through every claim personally.