Refund Policy

Sydney CBD Aquarium trades under business name “Sydney City Aquarium”.

ABN/Legal name: SYDNEY CBD AQUARIUM PTY LTD

Alternative trading names: Sydney City Aquarium

ABN: 35 629 983 142

Address: Level 202/541 Kent St, Sydney NSW 2000

Returns

Sydney City Aquarium does not provide refund or exchange products for change of mind or errors made by customers when placing orders.

We may allow a return on case-by-case basis, providing the item is fulfilling these conditions:

- returned within 14 days after purchasing. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

- item must be unused and in the same condition that you received it

- item must be in the original packaging and/or with original tags

- items must not be damaged in any way.

Please note that customers are liable for payment of return postage and there is a 20% restocking and returns handling fee will apply to.

Livestock, perishable items and several types of goods are exempt from being returned including food, driftwood, ornaments, rocks, medication, substrate/ gravel, and supplements. We also do not accept products that are hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

• Gift cards

 

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)

Aquarium filters, lighting or other equipments with obvious signs of use

Any item not in its original condition, is damaged or missing parts for reasons not due to our error

Any item that is returned more than 14 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Please note that customers are liable for payment of return postage and there is a 20% restocking and returns handling fee will apply to.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@sydneycityaquarium.com.au.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@sydneycityaquarium.com.au and send your item to: Level 202/541 Kent St, Sydney NSW 2000

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.

Shipping

To return your product, you should mail your product to: Level 202/541 Kent St, Sydney NSW 2000

Customers will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Please consider of using a track-able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Contact us details

For any issues please contact us using our details below and we will do our best to help.

Name: Sydney City Aquarium
Contact name: Nathan Wong

Email address: info@sydneycityaquarium.com.au

Address: Level 202/541 Kent St, Sydney NSW 2000

Phone: 0412 150 123

Opening hours: 6 days a week, 12pm - 6pm Mon - Sun (Closed Tuesday) 

 

Refund Policy last updated in August 2022.