Refunds, Return and Exchange Policy

1. Our Commitment

Nano Tanks Australia abides by the Australian Consumer Law and all relevant Australian consumer protection legislation. You are entitled to a remedy if a product fails to meet consumer guarantees (e.g., it is faulty, unsafe, not as described, or doesn’t do what we promise).

Where we offer additional change-of-mind or discretionary returns/exchanges, these are outlined below.

2. Definitions

Dry Goods: Non-living products such as aquarium equipment, accessories, tanks, plants, substrates, and fish food.
Live Goods: Live fish, invertebrates, aquatic plants, and other living organisms.
Consumer Guarantees: Statutory rights under Australian Consumer Law giving customers the right to repair, replacement, or refund for defective products.

3. Dry Goods (Non-living Products)

Consumer Guarantees

If your dry goods item fails to meet consumer guarantees, you are entitled to one of the following:

…a repair
…a replacement
…a refund
depending on the nature of the problem. These rights apply regardless of whether you purchased online or in-store.

Change of Mind

We do not provide refunds or exchanges simply because you changed your mind unless otherwise stated at purchase.

Process

To request a remedy:

Contact us at sales@nanotanksaustralia.com.au with your order number and clear photos.
Keep proof of purchase.
If a return is required, we will advise how to send the item back and who bears the return cost.

4. Live Goods (Fish, Snails, Shrimp, Plants)

Live goods are more complex due to their nature. Our policies align with animal welfare and transport considerations.

Dead on Arrival (DOA)

If a live animal is found dead while still sealed in its original delivery bag, you may be eligible for store credit equal to the value of the product (excluding shipping).
You must notify us within 48 hours of delivery with photo/video evidence.

Post-Delivery Health

Live animals must be acclimated promptly and properly after delivery. Losses occurring after 48 hours are generally not eligible for refunds due to variables outside our control (e.g., acclimation, water conditions).
We may offer support via advice or credit on a case-by-case basis.

Replacement Limitations

Where a DOA or livestock issue is approved, Nano Tanks Australia may provide a remedy considered fair and proportionate to the circumstances.

Remedies may include:

- Store credit

- Partial credit

- Replacement livestock

- Alternative resolution at our discretion

Replacement shipments are not guaranteed and are assessed case-by-case.

Where a replacement shipment has already been provided, any further remedy is not automatic and may be limited to partial store credit or no additional remedy depending on:

- transit history

- shipping route risk

- livestock sensitivity

- courier delays

- previous remedies already provided

Nano Tanks Australia reserves the right to determine when a reasonable remedy has been fulfilled.

Customer preference for repeated replacement, refund, or reimbursement does not override what is considered fair and proportionate under our livestock and shipping policies.

Shipping Costs

Shipping charges are non-refundable (standard practice for live goods due to logistics and handling costs).

5. Incorrect or Defective Items

If we send the wrong item, or an item is defective:

Contact us within 5 days of delivery with photos and order details.
We will arrange a replacement, repair, or refund at our cost.
If a return is required, we will provide the method and who covers return postage.

6. Order Cancellations

Before Dispatch

You may request cancellation within 24 hours of placing an online order before it is shipped; a full refund will be issued (minus payment processing fees if applicable).

Special Orders / Pre-Orders

Special orders may incur a restocking fee if cancelled after processing because we may have already sourced or paid for stock.

How to Request

Email sales@nanotanksaustralia.com.au with your order number and request.

7. How Long Does It Take?

Once a return or refund request has been approved, refunds (where applicable) are processed within 7 business days.
Payment processor fees may affect the final amount refunded.

8. Acknowledgement of Consumer Rights

Nothing in this policy limits your statutory rights under Australian Consumer Law, including the right to a remedy for major faults with the goods.

9. Contact Us

For all returns and refund enquiries:
📧 sales@nanotanksaustralia.com.au

THIS POLICY WAS UPDATED ON 16th February 2026