Refund & Returns Policy

Last Updated: August 18, 2026

At The Fish Works, we want you to be completely happy with your purchase. This policy outlines your rights when shopping with us, including our voluntary change-of-mind policy and your legal rights under the Australian Consumer Law (ACL).

1. Change of Mind Returns (Our Store Policy)

If you change your mind about a product you have purchased, we are happy to offer a store credit or exchange, provided the item meets all of the following conditions:

• The item is unused, unopened, and in its original packaging.

• The item is returned within [14] days of the original purchase date (Pro-Tip: Always keep your receipt or order number handy!).

• You provide proof of purchase (receipt or order number).

Important Exclusions: Change-of-mind returns do not apply to live fish, frozen foods, special orders, custom-made aquarium lids, or clearance items. Please choose these items carefully.

Return Shipping for Change of Mind: If you are returning an item because you changed your mind, you are responsible for the cost of shipping the item back to us. (Pro-Tip: We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit on their way back to us).

2. Faulty, Wrongly Described, or Incorrect Items (Your Legal Rights)

Under the Australian Consumer Law (ACL), our goods come with guarantees that cannot be excluded. You are entitled to a remedy if the products we supply are faulty, not fit for purpose, wrongly described, or do not match the product purchased on the website.

For a Major Problem with your item:
A “major problem” includes when the item is significantly different from the description, substantially unfit for its normal purpose, or unsafe. If you experience a major problem, you are entitled to choose between a full refund or a replacement of the item.

For a Minor Problem with your item:
If the problem with your item is minor and can be fixed (e.g., a simple repair), we reserve the right to offer you a repair, replacement, or refund at our discretion.

Return Shipping for Faulty/Incorrect Items:
If the item is faulty, wrongly described, or incorrect, please contact us first. We will arrange the return and cover the cost of sending the item back to us. (Pro-Tip: Do not send faulty items back without calling us first—we will give you a specific return address and may organise a courier pickup to save you the trip).

3. How to Initiate a Return

To return an item, please follow these steps:

1. Contact our team at sales@thefishworks.com.au or call us on  (02) 9986 2000

2. . (Pro-Tip: Calling us is usually the quickest way to resolve an issue with live fish or urgent tank equipment).

3. Tell us your order number, the item you are returning, and the reason for the return (Change of mind, Faulty, or Wrong item).

4. We will provide you with the return address and specific instructions.

5. Once we receive and inspect the item, we will process your refund, exchange, or store credit based on the category explained above. (Pro-Tip: Refunds usually take 2-5 business days to appear in your account, depending on your bank).

Final Pro-Tip for our customers: If you are ever unsure about a product’s suitability for your tank, give us a call before you buy! We would much rather help you pick the right item upfront than have to process a return later.