To avoid returns, we suggest you ask about any product you are unsure of and their warranties before you order.
Reefsecrets cannot accept returns of products once they have been opened and used. Before opening each product, please check its packaging and label carefully to be sure you received the correct product. If the supplier's original packaging and seal is still intact, you may return the product to us within 14 days from purchase for an exchange, merchandise credit or refund (excluding shipping and handling charges), subject to a 15% restocking fee. Return shipping charges incurred are the responsibility of the customer.
Faulty Dry Goods
If you receive a product that is faulty upon receipt please contact us within 24 hours with photos of the items. Reef Secrets will decide if it is warrantable or if a refund is to be processed. For faulty items the item must be shipped back to Reef Secrets for the order to be refunded. As per Australian consumer law we also have the right to replace before refunding but will discuss this with each customers case.
DOA on Livestock
We do not offer DOA replacement on any livestock sent "Express Livestock Shipping" via Aramex Courier or Startrack Courier. The couriers do not offer any form of insurance for livestock, thus we are unable to either.
We offer DOA replacement on livestock sent via air (Same day delivery), except to Western Australia as most air freight services are overnight also.
If you are not in the express post zone or express courier zone and do not receive your item the next day, we do not offer any DOA replacement. If in doubt please check Startrack Couriers website for overnight zones or Aramex Couriers or contact us prior to making your order.
We reserve the right to change freight prices without notice.
We cannot be held responsible for any packages damaged or delayed by the courier companies, this is out of our control. We process orders quickly and efficiently however, delays on the couriers end are out of our control.
If you do not want to accept the risk of receiving livestock due to the above; please do not order as we are unable to provide any refunds or replacements.
For all issues, correspondence must be made via email email@example.com