Refunds, Return and Exchange Policy

🔄 Returns, Refunds & Exchange Policy

Our approach: We want our returns process to be fair, straightforward and appropriate for both aquarium products and live animals.

Nothing in this policy limits any rights you may have under the Australian Consumer Law (ACL).

1. Our Commitment

Nano Tanks Australia complies with the Australian Consumer Law and applicable Australian consumer protection legislation.

Australian Consumer Law provides consumers with guarantees that goods must, among other things, be of acceptable quality, fit for applicable disclosed purposes and match their description.

Where a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy, depending on the circumstances and whether the failure is major or minor.

Any additional change-of-mind, goodwill or discretionary remedies offered by Nano Tanks Australia are governed by this policy.

2. Definitions

Term	Meaning
Dry Goods	Non-living products such as aquarium equipment, accessories, tanks, substrates and fish food.
Live Goods	Live fish, shrimp, snails, aquatic plants and other living organisms.
Consumer Guarantees	Statutory protections provided under the Australian Consumer Law.
Change of Mind	A cancellation, return or exchange requested because the customer no longer wants the order, ordered incorrectly, found an alternative, or otherwise wishes to cancel where there is no failure to meet a consumer guarantee.

📦 3. Dry Goods

Consumer Guarantees

If a dry-goods product fails to meet an applicable consumer guarantee, you may be entitled to a:

Repair
Replacement
Refund
Other remedy available under Australian Consumer Law

The appropriate remedy depends on the nature and seriousness of the problem.

These rights apply whether you purchased online or in-store.

Change of Mind

⚠️ Nano Tanks Australia does not generally provide refunds or exchanges for change of mind unless otherwise stated at the time of purchase or agreed by us.

This does not affect your rights under Australian Consumer Law.

How to Make a Claim

Please:

Email sales@nanotanksaustralia.com.au
Include your order number
Explain the problem
Provide clear photos or video where relevant
Retain your proof of purchase

If a return is required, we will provide instructions regarding the return and advise who is responsible for the return costs.

🐟 4. Live Goods

Live fish, shrimp, snails, plants and other aquatic organisms require different handling from ordinary consumer goods.

Our livestock procedures take into account animal welfare, transport conditions, acclimation and the inherent variability associated with living organisms.

Dead on Arrival (DOA)

🛡️ DOA Protection

If a live animal arrives deceased while still sealed inside its original delivery bag, contact us as soon as possible and within 48 hours of delivery, providing clear photographic or video evidence.

Where a claim is approved, an appropriate remedy will be provided having regard to the circumstances and your rights under Australian Consumer Law.

Where applicable, remedies may include:

Store credit
Replacement livestock
Refund
Another appropriate resolution

Post-Delivery Health

Customers should acclimate livestock promptly and appropriately after delivery.

Aquarium conditions vary considerably between customers, including:

Temperature
pH
Ammonia and nitrite
Water hardness
Existing livestock
Acclimation method
Tank maturity
Disease exposure

For this reason, livestock losses occurring more than 48 hours after delivery will generally not be covered by our voluntary DOA policy where the loss cannot reasonably be attributed to the condition of the livestock at supply or delivery.

Important: The 48-hour DOA period does not exclude any rights or remedies that may otherwise apply under Australian Consumer Law.

We are always happy to assist with husbandry and troubleshooting where possible.

Replacement & Goodwill Remedies

Where NTA provides a remedy in addition to any remedy required by law, we may determine an appropriate and proportionate goodwill resolution based on the circumstances.

This may include:

Store credit
Partial credit
Replacement livestock
Alternative livestock
Another agreed resolution

Replacement shipments are assessed individually because livestock transport involves risks that may vary according to:

Transit history
Shipping route
Weather conditions
Livestock sensitivity
Courier delays
Previous replacement or goodwill remedies

💡 Goodwill remedies are discretionary and are separate from remedies a customer is legally entitled to under Australian Consumer Law.

Providing one goodwill remedy does not automatically create an entitlement to repeated replacement shipments or additional goodwill compensation.

Shipping Costs

Original shipping charges will generally not be refunded for change-of-mind or discretionary livestock claims because the shipping service has already been supplied.

Where Australian Consumer Law requires reimbursement of shipping or other reasonably foreseeable loss, your statutory rights continue to apply.

❌ 5. Incorrect or Defective Items

If Nano Tanks Australia sends you an incorrect item, or you believe a product is defective:

📷 Contact us within 5 days where reasonably possible

Email sales@nanotanksaustralia.com.au with your order number, details of the problem and photographs/video where relevant.

Depending on the circumstances and applicable consumer guarantees, we may arrange:

Repair
Replacement
Refund
Another appropriate remedy

Where NTA is responsible for a return, we will advise the appropriate return method and applicable postage arrangements.

The five-day notification request does not remove statutory rights that may continue beyond this period.

🛑 6. Order Cancellations & Change of Mind

Cancellation Within 24 Hours

Online orders may be cancelled within 24 hours of being placed, provided the order has not already been dispatched.

Approved cancellations will receive a refund to the original payment method, less any genuine non-refundable payment-processing costs, where applicable.

Cancellation After 24 Hours

⚠️ Cancellation requests made more than 24 hours after an order is placed are treated as change-of-mind requests and are subject to approval by Nano Tanks Australia.

Where NTA agrees to a change-of-mind cancellation after 24 hours, a:

5% Cancellation & Administration Fee

may be deducted from the order total.

This fee contributes towards reasonable costs already incurred in processing and reversing the order, which may include:

Staff administration
Order processing
Stock allocation and reservation
Picking or preparation
Payment processing
Reconciliation and refund administration

We will advise you of any applicable deduction when processing the cancellation.

This fee applies to discretionary change-of-mind cancellations. It does not apply where a customer is legally entitled to cancel or obtain a refund under Australian Consumer Law.

🐠 Livestock Cancellations

Placing a livestock order may result in animals being allocated or reserved specifically for your order.

Unlike ordinary inventory, livestock availability can change because of:

Health or condition
Mortality
Quarantine or observation
Suitability for transport
Physical stock discrepancies
Incoming livestock deliveries

Where livestock is temporarily unavailable, Nano Tanks Australia may contact you to discuss options such as:

Holding the order for incoming stock
Offering a suitable alternative
Partially fulfilling the order
Refunding unavailable livestock
Another mutually acceptable solution

A livestock order being held in accordance with our published shipping schedule, animal-welfare requirements or reasonable stock-management procedures does not automatically make the order eligible for a change-of-mind refund without the conditions above applying.

This does not affect any rights you may have under Australian Consumer Law.

📋 Special Orders & Pre-Orders

Special orders, specifically sourced products and pre-orders may have additional cancellation restrictions once processing or procurement has commenced.

Where disclosed and legally permissible, reasonable costs already incurred may be deducted from an approved change-of-mind cancellation.

Any applicable conditions will be communicated as appropriate.

How to Request a Cancellation

Email:

sales@nanotanksaustralia.com.au

Please include:

Your name
Order number
Cancellation request

We will confirm whether the order can be cancelled and advise of any applicable deductions before the cancellation is processed.

💳 7. Refund Processing Times

Once a refund has been approved:

Nano Tanks Australia will generally process the refund within 7 business days.

Your bank, card issuer or payment provider may require additional time before the funds appear in your account.

Approved change-of-mind cancellations may be subject to the applicable deductions described in this policy.

Refunds will generally be returned using the original payment method where practicable.

⚖️ 8. Australian Consumer Law

Your statutory rights remain protected.

Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law.

Where there is any inconsistency between a discretionary NTA policy and a customer's mandatory statutory rights, the statutory rights apply.

📧 9. Contact Us

For returns, cancellations, refunds, exchanges or livestock claims:

Nano Tanks Australia
📧 sales@nanotanksaustralia.com.au

Please include your order number wherever possible so we can locate your purchase quickly.

Policy last updated: 11 August 2026

Nano Tanks Australia may update this policy from time to time. The policy applicable to an order will generally be the version in effect when the relevant transaction occurred, subject always to Australian Consumer Law.