Refund policy
Last Updated: 25 May 2026
At Living Oceans, we want customers to feel confident and supported when purchasing a Living Oceans Aquarium. If something is not right, our team will always do our best to help find a fair and practical solution.
This policy outlines how returns and refunds are handled in accordance with Australian Consumer Law (ACL).
In this article
- 30 Day Money Back Guarantee
- Faulty or Damaged Products
- Change of Mind
- Refund Process
- Australian Consumer Law
30 Day Money Back Guarantee
We understand that purchasing a marine aquarium is a big decision, which is why eligible Living Oceans Aquarium systems include a 30 Day Money Back Guarantee.
If the system is not the right fit, customers may request a return within 30 days of equipment delivery.
What’s Included
The guarantee applies to complete Living Oceans Aquarium bundles purchased directly from Living Oceans.
This includes:
- Aquarium and cabinet
- Included equipment and accessories
- Supplied livestock and coral packs
- Maintenance Kit and supplied components
Eligibility
To be eligible for the 30 Day Money Back Guarantee, customers must:
- Follow the setup instructions and Care Guidelines provided by Living Oceans
- Complete the mandatory online training modules
- Use the aquarium as intended
- Return the complete system and all supplied components
The guarantee does not apply where there is evidence of:
- Misuse or neglect
- Intentional damage
- Unauthorised modifications
- Failure to follow setup or care instructions
Return Collection
If a return is approved, Living Oceans will arrange collection of the aquarium system and supplied components.
Refund Processing
Approved refunds will be processed to the original payment method within 14 business days following inspection and approval of the returned system.
Faulty or Damaged Products
We carefully inspect and package all orders before dispatch. If something arrives damaged, faulty, or incorrect, please contact us as soon as possible so we can help resolve the issue quickly.
Please email:
within 24 hours of delivery and include:
- Your order number
- Photos of the issue
- A brief description of the problem
Depending on the situation, we may provide:
- Replacement parts or products
- Repair support
- Store credit
- A refund where required under Australian Consumer Law
Change of Mind
Outside of the 30 Day Money Back Guarantee, we do not offer refunds for change of mind purchases.
This includes:
- Livestock
- Coral upgrades
- Accessories and add-ons
- Maintenance services
- Subscription services
- Custom orders or special upgrades
If customers are unsure about aquarium sizing, livestock options, or maintenance requirements, we encourage contacting the Living Oceans team before purchase.
How to Request a Return or Refund
To request a return or refund, please contact:
and include:
- Full name
- Order number
- Description of the issue
- Photos or videos where relevant
Our team aims to respond to all support requests within a reasonable timeframe during business hours.
Australian Consumer Law
This policy operates alongside your rights under Australian Consumer Law (ACL).
Nothing in this policy excludes or limits your rights under the ACL, including your right to a repair, replacement, or refund where products are faulty, not fit for purpose, or do not match their description.