Refund policy

Returns & Refunds (Non-Livestock Items)

We offer a 30-day return window on eligible non-livestock items. This means you have 30 days from the date of receiving your item to request a return.

To be eligible for a return:

• Items must be unused, unworn, and in the same condition as received
• Items must be returned in original packaging with tags intact
• Proof of purchase is required

To initiate a return, please contact us at fishutaqua@gmail.com.

Returns must be approved prior to being sent. Items returned without approval will not be accepted.

Approved returns must be sent to:

2/9 Dawson Street, Coburg North VIC 3058

Unless the item is faulty under Australian Consumer Law:

• Return postage is the customer’s responsibility
• Original shipping costs are non-refundable
• Return shipping costs may be deducted from the refund if not prepaid

Sale items and gift cards are non-refundable.

Damaged, Faulty, or Incorrect Items

Please inspect your order immediately upon delivery.

If you receive an item that is faulty, damaged, or incorrect, contact us as soon as possible so we can assess the issue and provide an appropriate remedy in accordance with Australian Consumer Law.

Non-Returnable Items

Due to their nature, the following items cannot be returned:

• Live Fish
• Shrimp, Snails, and other Livestock
• Live Plants
• Custom or special-order items
• Hazardous materials or regulated goods

If you are unsure whether an item is suitable, please contact us before placing your order.

Our Store Operating Hours are:
Saturday and Sunday  -  11am - 5pm

Our Online Store Operating hours are:
9:00am - 5:00pm Monday to Sunday (7 Days a Week)

This includes email, and website chat responses, phone and text responses and social media responses. 
If you have emailed or called us outside of those hours, we will get back to you ASAP on the next operating hour.

Due to the natural and living nature of aquarium livestock, all fish, shrimp, snails, plants, and other live animals may vary in colour, pattern, size, finnage, temperament, and overall appearance. Images displayed on our website are intended as a general representation only and may not depict the exact specimen received. Factors such as age, genetics, diet, lighting, stress during transport, water parameters, and acclimation can temporarily or permanently affect the appearance and behaviour of livestock. Unless specifically stated otherwise, livestock are supplied at juvenile or sub-adult sizes based on availability at the time of shipping. By purchasing live livestock from Fish Hut Aqua & Pet Supplies, the customer acknowledges and accepts these natural variations as part of keeping live aquatic animals and understands that such variations do not constitute a fault, defect, or false advertising. Customers are always welcome to request photos and/or videos of available livestock prior to purchase or shipping if they are unable to visit the store in person, and we will do our best to accommodate such requests where possible to help avoid disappointment.

Once orders have been shipped, they cannot be cancelled.

Dead on Arrival (DOA) – Live Arrival Policy

Fish Hut Aqua & Pet Supplies takes great care in packing and shipping live animals. We aim to deliver livestock in the best possible condition; however, due to the nature of live animals and shipping variables, outcomes can vary.

DOA Claim Requirements:

• Clear photo or video evidence must be provided
• Livestock must remain in original sealed packaging
• Evidence must be submitted within 30 minutes of delivery, unless prior arrangements are made
• Claims must be emailed on the day of delivery

Shipping and delivery costs are non-refundable on DOA claims.

DOA Remedies:

• Approved DOA livestock will be refunded to the original payment method
• Replacements may be offered at the customer’s request; postage for replacement livestock is the customer’s responsibility
• There is no automatic replacement policy for live animals

DOA Policy Exclusions

Our Live Arrival Guarantee is void if:

• No one is present to receive the delivery and the parcel is left unattended
• Livestock is transferred, resold, or removed from original packaging
• Submitted photos/videos do not clearly show original packaging
• Livestock is placed into a tank before documentation
• Water quality, acclimation, or tank conditions are unsuitable
• Shipping occurs during extreme weather conditions (≥30°C)
• Delivery is to TAS, NT, or WA (where livestock shipping is restricted)

We strongly recommend recording an unboxing video to assist with any DOA claim.