Refund and Return Policy

Refund & Return Policy

Last Updated: June 2026

At Aquatic Pets SA, we are committed to providing quality products and excellent service. If you are not completely satisfied with your purchase, please review our policy below.

By placing an order with Aquatic Pets SA, you agree to the terms outlined in this Refund & Return Policy.

1. Return Eligibility

Customers may request a return within 7 calendar days of receiving their order.

To qualify for a return, items must:

Be unused, unopened, and in their original condition.
Be returned in their original packaging with all accessories, manuals, and labels included.
Be accompanied by proof of purchase (invoice, receipt, or order confirmation).
Not show any signs of installation, use, tampering, or damage caused after delivery.

Returns requested after 7 days from delivery will not be accepted.

Aquatic Pets SA reserves the right to refuse any return that does not meet these requirements.

2. Return Process

To initiate a return, customers must contact us before sending any item back.

Email: info@aquaticpetssa.com
Phone: 061 501 3985

Please include:

Your order number.
A description of the issue.
Clear photographs where applicable.

Return instructions and the return address will be provided once the request has been approved.

Items returned without prior authorization will not be accepted.

3. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If you receive:

A damaged item,
A defective product, or
An incorrect item,

you must notify us within 48 hours of delivery and provide clear photographs of the issue and packaging.

Claims submitted after 48 hours may not qualify for replacement or refund, as courier-related claims are subject to strict time limits.

Aquatic Pets SA reserves the right to assess the claim before approving a replacement, store credit, or refund.

4. Exchanges

Exchanges are only offered for products that are:

Defective on arrival, or
Incorrectly supplied by Aquatic Pets SA.

Exchanges are subject to stock availability. If a replacement product is unavailable, we may offer a refund or store credit at our discretion.

5. Non-Returnable Items

For health, hygiene, and biosecurity reasons, the following items cannot be returned:

Live Goods

Fish
Shrimp
Snails
Plants
Any livestock

Consumable Products

Opened or used fish food
Water treatments
Water conditioners
Medications and supplements
Any opened consumable product

Other Exclusions

Custom or special-order items.
Clearance or sale items.
Gift cards or vouchers.
Perishable products.
Products damaged due to misuse, improper installation, neglect, or failure to follow manufacturer instructions.
Hazardous materials, flammable liquids, or gases.

6. Live Arrival Guarantee

All livestock and plants are packed with care. Due to the sensitive nature of live products, refunds or replacements are only considered where a valid Dead on Arrival (DOA) claim is submitted.

To qualify:

Photographs must be provided within 2 hours of delivery.
Livestock must remain in the original unopened bag.
The courier package and labels must be clearly visible in the photographs.

Claims submitted outside these requirements may not be approved.

Shipping costs for live animals and plants are non-refundable.

7. Return Shipping Costs

Unless the return is due to an error made by Aquatic Pets SA, customers are responsible for all return shipping expenses.

Original shipping charges are non-refundable.

We recommend using a trackable courier service, as Aquatic Pets SA cannot be held responsible for returns lost or damaged in transit.

8. Refunds

Once your return has been received and inspected, we will notify you whether the refund has been approved.

If approved:

Refunds are processed to the original payment method where possible.
Processing generally takes 5–10 business days.
Banks and payment providers may require additional processing time.

Aquatic Pets SA reserves the right to:

Deduct shipping charges where applicable.
Decline refunds for items returned in an unsuitable condition.
Issue store credit instead of a cash refund in certain circumstances.

9. Order Cancellations

Orders that have already been packed, processed, or dispatched may not be cancelled.

Where cancellation is approved before dispatch, any payment gateway or transaction fees already incurred by Aquatic Pets SA may be deducted from the refund amount.

10. Refused Deliveries

If a customer refuses delivery or fails to collect a parcel resulting in its return:

Original shipping costs remain non-refundable.
Return courier charges and any additional handling fees may be deducted from the refund.

11. Limitation of Liability

Aquatic Pets SA shall not be liable for:

Delays caused by third-party couriers.
Losses resulting from incorrect addresses supplied by customers.
Damage resulting from misuse, improper installation, or failure to follow product instructions.
Indirect, incidental, or consequential losses arising from the use of products purchased from us.

12. Consumer Rights

Nothing in this policy limits any rights afforded to customers under the Consumer Protection Act of South Africa.

Contact Us

Aquatic Pets SA
Email: info@aquaticpetssa.com
Phone: 061 501 3985
Website: www.aquaticpetssa.com