Refund & Returns Policy – KeepingFishSimple

Last updated: 13 October 2025

At KeepingFishSimple, we want you to be completely happy with what you buy.
This policy explains how refunds, returns, and replacements work for dry goods, aquatic plants, and consumables (like fish food and supplements).

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Your Rights Under Australian Consumer Law (ACL)

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
If a product has a major failure, you are entitled to a refund or replacement.
If the issue is minor, we’ll repair, replace, or refund within a reasonable time.
This policy operates in addition to your ACL rights.

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1. Change-of-Mind Returns (Dry Goods Only)

• You can request a return within 14 days of receiving your order (or purchase in-store).

• Items must be unused, unopened, and in their original packaging, with all manuals and accessories.

• Proof of purchase is required for all returns.

• The following items cannot be returned for change of mind:

  • Opened or used consumables (fish food, supplements, water conditioners)

  • Cut-to-length or custom-made items

  • Special orders

  • Gift cards and e-gift vouchers

• Original shipping costs are non-refundable, and return postage is at your expense unless we made an error.

Please use a tracked postage service when returning items.

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2. Faulty, Damaged, or Incorrect Items

If your order arrives damaged, faulty, or incorrect:

• Let us know within 7 days of receiving it.

• We may request photos or a short video to assess the issue quickly.

• If confirmed faulty or incorrect, we’ll repair, replace, or refund as required by law.

• If it’s our mistake, we’ll cover all shipping costs.

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3. Aquatic Plants

We take great care to pack all plants fresh and healthy, but because they are live, we cannot accept change-of-mind returns once dispatched.

If your plants arrive in poor condition:

• Contact us within 24 hours of delivery with clear photos of the plants in their original packaging.

• If they are damaged in transit or arrive dead, we’ll replace or refund at our discretion.

• Claims made after 24 hours or without photos may not be accepted.

• We cannot cover losses due to courier delays, extreme weather, or incorrect care after arrival.

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4. Consumables (Fish Food, Water Treatments, Supplements)

For health and safety reasons, we cannot accept returns of opened consumables unless they are faulty.
If you believe an item is defective or contaminated, please contact us immediately with photos and your order number so we can investigate and resolve it.

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5. How to Request a Return or Refund

Email us at helpkeepingfishsimple@gmail.com with:

• Your order number

• A brief description of the issue

• Photos if applicable

Once approved, we’ll send you instructions for returning the item (if required).
Refunds are issued to your original payment method within 5–10 business days after we receive and inspect the return.

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6. Shipping Costs

• Original shipping costs are non-refundable unless the return is due to our mistake or a faulty product.

• You are responsible for return postage for change-of-mind returns.

• If we confirm a fault or shipping error, we’ll provide a prepaid return label or reimburse reasonable postage costs.

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7. Sale Items, Bundles & Gifts

• Sale and clearance items have the same ACL rights but are not eligible for change-of-mind returns.

• Bundles must usually be returned in full unless the issue relates to one specific item.

• Gift returns can be made by the recipient with proof of purchase (refunds go to the original payment method).

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Contact Us

Email: helpkeepingfishsimple@gmail.com
Return Address: 3/12 Abercrombie Street Rocklea, QLD (confirmed via email once approved)

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Quick Summary

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