How easy it is to work with us when there is an issue?
When there is an issue with your order, it can be a very emotional time. Anger, sadness and disappointment are just some of the emotions that come to mind. When you do have a problem with your order please just go through the below policy objectively and understand that we are humans too. We want to take the emotions out of the process and replace it with learnings.
Here is a case study on how easy it is to work with us. This customer had an order that got lost in the mail. She elected to get a refund as it was not delivered in a timely manner. We were prompt in our response and we actioned her request for a refund, as per this policy.
Buy with confidence
Nano Tanks Australia abides by the rules set out by the ACCC and all relevant Australian consumer law.
The Following Applies to all dry goods that we sell
We are not required to provide a refund or replacement if you change your mind.
But you can choose a refund or exchange if an item has a major problem. This is when the item:
• has a problem that would have stopped someone from buying the item if they had known about it
• is unsafe
• is significantly different from the sample or description
• doesn’t do what we said it would, or what you asked or and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.
Please keep your proof of purchase—e.g. your receipt.
For Glass Tanks (Pickups)
As a buyer you accept all responsibility for pick-ups of Glass Tanks from our store. It is up to you as a buyer to make sure that it is fit for purpose and you indemnify Nano Tanks Australia for any loss or breakages when it leaves our store.
Live Fish and Plants Health Guarantee (For In-store purchases)
Nano Tanks Australia will only sell livestock that is healthy. However, it is up to the buyer as a walk in customer to observe and make sure that livestock are healthy before you leave the store
This health policy is designed to cover the critical time of the introduction of your new pets.
What do I do if I lose any of my new fish?
All fish (Not invertebrates) are covered by a 14-day health policy. Just follow these simple steps:
• Return any fish that have perished in a sealed plastic bag or sealed container within 48 hours of dying
• Bring a 500mL of the tank water sample from your aquarium which inhabits your fish in a separate container or bottle
• Bring in your water results for pH, Ammonia, Nitrite, and Nitrates to cross-reference with our results.
• Provide proof of purchase (If you have a Credit Card Receipt this is sufficient)
We will test your aquarium water and if all levels are in accordance with the habitat of the species that you have purchased, a gift voucher will be issued for 50% of the value of the fish. Gift Vouchers are valid for 30 days from issue.
NANO TANKS AUSTRALIA WILL ALWAYS SEND LIVESTOCK THAT ARE HEALTHY AND FIT FOR TRANSPORT. BY PURCHASING FROM US YOU AS THE BUYER INDEMNIFY NANO TANKS AUSTRALIA OF THE SUBSEQUENT LOSS AND NO REFUNDS WILL BE CONSIDERED AFTER 48 HOURS OF DELIVERY.
Dead On Arrival
In an event where there is a Dead on Arrival – defined as dead while still in the bag – you are covered via Store Credit of the TOTAL value of the fish and invertebrates (this is defined as Snails and Shrimps)
Please consider the strain on the fish. Guppies that have been imported from overseas usually arrive in Australia very stressed and we find it very hard for them to adapt to Australian waters.
Please note that the shipping cost of livestock is non-refundable and that if replacements are to be sent then full payment of the shipping charges needs to occur.
In an event whereby the replacement has losses then NO store credit will apply. This is inherent to the risk of shipping livestock.
Incorrect item that was sent
You deserve the correct fish or item to be sent. Please note that we constantly review our processes and work hard to make sure we do not make mistakes such as these.
However, sometimes mistakes happen. We rectify situations where incorrect items are sent very quickly, so please email us asap if this happens.
Resolution can be in the form of sending the correct goods or a store credit
No More Stock
We generally keep a lot of stock in our tanks. However, there are times when there is simply no more stock left or the stock that we have is not fit for travel.
Resolution can be in the form of store credit or backorders.
Order Cancellation for Special Orders
We will do everything that is right for you. However, we hope that you will do whatever is right for us. If you purchased from us and wish to cancel (including change of mind) then please observe the following:
Your order (if it is a special order) was purchased and we paid for this on your behalf! If you have already paid for the item there is a 50% restocking fee. This fee is attributed to the following reasons:
- Since we are trading in livestock it is unfair for the fish/ invertebrates if you change your mind and we will need to provide a dedicated tank for your fish. This means we also need to dedicate time to change water, feed the livestock, and market the stock you have changed your mind over until we get a new buyer
- The stock will have already been paid for and there are additional administration cost that we will have to incur. Your decision causes additional administrative and operations issues.
- We will normally provide the refunded amount as a store credit rather than monetary reimbursement, however, we reserve the right to refuse a store credit under these circumstances.
We encourage that before you pre-purchase livestock that you consider the purchase carefully, and we hope that you can understand our position when you do cancel – there are repercussions for us as well.
I GOT DELIVERED LIVESTOCK/ PLANTS OR ACCESSORIES IN THE LAST 48 HOURS*. I HAVE CHANGED MY MIND AS IT DIED OR IN A NOT SATISFACTORY CONDITION AND I WANT A REFUND
We are sorry that you wanted a refund and it is completely understandable.
If you do want a refund use the following formulae for the refund amount:
STEP 1: Total Value Lost * 70%
STEP 2: Total Value Lost * 4% Transaction Fees will not be refunded and also any shipping fees is non-refundable.
STEP 3: When the shipping is FREE a fee of $30 will also be taken off your refund amount, Otherwise the Shipping Fee.
REFUNDS MUST BE AGREED VIA FACEBOOK MESSENGER (Please message us using the Facebook Messenger Icon at the bottom right hand of the screen)
Please note that Refunds are only processed on the 15th and 28th of the month (If your request comes through within 72 hours then it will be pushed forward to the following month)
Stripe and PayPal has it’s own policies and you should be aware of these policies and you Indemnify Nano Tanks Australia.
*48 hours is defined as 48 hours after the deliver time as per your tracking number
I made an order online and I have changed my mind or want to cancel my order – For all online orders (Including pre purchases)
We appreciate your business and Thank you for it.
It is ok for you to cancel your order up to 24 hours of your order for a 90% refund. (Please note that PayPal, Stripe and other Payment Systems will take a percentage of all sales. Also please note that there are labour involved to process your refunds)
If you like us to delay your shipment due to a tank crash or other unforeseen circumstances please contact us.
PLEASE BE FAIR AND TREAT US LIKE HOW YOU WOULD LIKE TO BE TREATED.
PLEASE PROVIDE PHOTOGRAPHIC PROOF OF ALL DOA STOCK AND SEND IT VIA FACEBOOK MESSENGER (icon at bottom right)
THIS POLICY WAS UPDATED ON 29th March 2021