Refund policy

Returns, exchanges & refunds

We want you to be happy with your purchase. This policy explains when we accept returns, exchanges and refunds.

1) Change-of-mind returns (non-faulty items)

We accept change-of-mind returns within 14 days of delivery (tracked delivery date).

To be eligible, items must be:

  • unused and unopened, with any seals intact

  • in original packaging in resalable condition (no writing/tape/labels directly on retail packaging)

  • complete with any manuals, accessories, parts, and free gifts/promotional items that came with the order

Not eligible for change-of-mind returns:

  • discounted/sale/clearance items

  • pre-orders

  • special order items (ordered in specifically for you)

  • consumables (including but not limited to food, supplements, treatments, test kits/reagents, filter media, CO₂ cartridges, adhesives/chemicals)

  • opened/used items of any kind

  • live plants and livestock (and any other perishable goods)

2) Faulty, damaged, or incorrect items

Your rights under the New Zealand Consumer Guarantees Act 1993 are not limited by this policy.

If an item arrives damaged, faulty, or not what you ordered, contact us as soon as possible and within 72 hours of delivery with:

  • your order number, and

  • clear photos of the item and packaging (including the courier label)

Where the law allows, our preferred resolution order is: replacement → swap → store credit → refund. For faults that are a “substantial failure”, you may be entitled to choose a refund or replacement.

3) How to lodge a return

To request a return, contact us at shop@aquahouse.co.nz with your order number and the items you’d like to return.

If your return is approved, we’ll provide return instructions (and where applicable, a return address). Please don’t send items back without approval.

4) Return shipping costs

  • Change of mind: return shipping is paid by the customer. Original shipping charges are not refundable.

  • Faulty/incorrect/damaged: we’ll work with you to sort a fair outcome, including return shipping where appropriate.

5) Inspection and outcomes

Returns are processed after inspection. If an item is not in resalable condition or is missing parts/packaging, we may:

  • refuse the return, or

  • offer a partial refund/store credit, or

  • return the item to you at your cost.

6) Refund timing

Once your return is received and approved, refunds are processed to the original payment method. Please allow 3–5 business days for us to process the return, and additional time for your bank/payment provider to finalise it.