Refund policy

Returns & Refund Policy

Last updated: May 2026

At Willow Current Aquatics, we want you to feel confident when purchasing aquarium products, aquascaping materials, and livestock from us.

Please read the following policy carefully before placing an order.

1. Change of Mind Returns

We may accept change-of-mind returns for eligible dry goods and aquarium equipment where:

  • The item is unused

  • The item is in original packaging

  • The item is in resellable condition

  • A return request is submitted within 14 days of delivery

Customers are responsible for return shipping costs unless otherwise required under Australian Consumer Law.

Original shipping costs are non-refundable.

2. Non-Returnable Items

For hygiene, safety, and animal welfare reasons, the following items are generally non-returnable:

  • Live fish and livestock

  • Live plants

  • Custom aquarium builds

  • Opened water treatments or fish foods

  • Used filters, pumps, or equipment

  • Clearance or sale items

  • Gift cards

3. Damaged or Faulty Products

If your order arrives damaged, faulty, or incorrect:

  1. Contact us within 48 hours of delivery

  2. Provide clear photos of:

    • The item

    • Packaging

    • Shipping label

  3. Include your order number and description of the issue

We may offer:

  • Replacement

  • Store credit

  • Repair assistance

  • Refund

depending on the situation and product type.

4. Livestock & Live Arrival Claims

All livestock concerns are handled under our Live Arrival Guarantee policy.

To qualify for assistance:

  • Claims must be submitted within the required timeframe

  • Clear photos or video evidence may be required

  • Livestock must remain in original unopened bags where applicable until assessment

Claims submitted outside required timeframes may not be eligible.

5. Manufacturer Warranties

Many aquarium products are covered by manufacturer warranties.

Warranty claims may require:

  • Proof of purchase

  • Photos or videos

  • Troubleshooting steps

  • Return assessment

Warranty coverage does not apply to:

  • Improper installation

  • Misuse

  • Neglect

  • Accidental damage

  • Normal wear and tear

6. Refund Processing

Approved refunds are generally processed back to the original payment method.

Please allow:

  • 3–10 business days for payment providers or banks to process returned funds

Shipping costs are generally non-refundable unless required under Australian Consumer Law.

7. Return Shipping

Customers are responsible for ensuring returned items are packaged safely and securely.

Willow Current Aquatics is not responsible for:

  • Damage during return transit

  • Lost return parcels

  • Untracked return shipments

We recommend using tracked shipping for all returns.

8. Australian Consumer Law

Nothing in this policy excludes or limits your rights under Australian Consumer Law.

Customers are entitled to remedies for products that:

  • Are faulty

  • Are not as described

  • Are unsafe

  • Do not perform as reasonably expected

9. Refused Returns

We reserve the right to refuse returns where:

  • Items show signs of use

  • Products are damaged due to customer handling

  • Return conditions are not met

  • Claims are believed to be fraudulent or abusive

10. Contact

For return or refund enquiries, please contact:

Willow Current Aquatics
Email: [email protected]