Refund policy

CANCELLATIONS & RETURNS

We are unable to cancel orders once dispatched so please select carefully.

We cannot accept returns of live fish for the health and safety of our fish. Packaging and shipping live fish is complicated and many die if not packed and shipped properly.

Fish are checked for good health prior to shipping. Please be ready for your fish to arrive, responsibility of the fish passes to buyer after delivery. Transit is stressful for marine life, please ensure proper aftercare to given to fish once they arrive, this includes but not limited to acclimation procedures. Death/disease after arrival are not covered by our ‘Alive Arrive Guarantee’.

If there are issues, please notify us of the issues on the day of receiving the fish.

All shipping costs (including those relating to warranty issues) are the responsibility of the buyer and we cannot accept any liability for loss or damage to items while in transit.

If an item with a major fault or incorrect items shipped a refund will be provided. Please contact us and provide proof of purchase and photo evidence of fault or incorrect items. We will advise you on next steps.

Refunds of faulty items will be provided. Please provide us with a description of the fault and we will provide you with a return label as well as a refund of the price of the item only. Shipping is not refundable. 

Please do report the fault within 72 hours of purchase. Any reports after that will not be accepted.  ​In the event of a "change in mind" exchanges can be provided. With this, the item has to be returned in its original packaging with postage at the cost of the customer. Only when the item is received will an exchange be allowed. Again, postage of the exchanged item will be at the cost of the customer.

"Change in Mind" exchanges are only applicable to non-live goods.  All items are the property Aura Aquarium until fully paid for.