Shipping & Return Policy
Shipping orders:
- We process orders daily from Monday to Friday ( excluding public holidays). Orders are dispatched in 1-3 business days.
- On receiving your order we will email you advising that we have received your order. We will send another email with a tracking number when the order is dispatched.
- Please contact us, in case you don't receive email from our side after placing the order and paying for it within 7 working days.
- Orders will not be shipped to Parcel Locker & PO Boxes
Order Cancellation Due To Error
Where a product has been listed at the incorrect price or with incorrect descriptive information or image due to typographical error or similar oversight, we reserve the right to cancel a transaction. Where your credit card has been charged, we will immediately refund your credit card for the total amount debited.
Shipping charges
FREE shipping for orders above $100 anywhere in Australia and we charge a flat rate $9.50 for orders up to $100. Large and heavy items are not included.
Delivery Guarantee and delivery times
We take extra care in packaging and dispatching the product to the earliest. Even then we can't take the responsibility of the courier services or postal agencies for damage or delay in delivering the goods.
In case your order does not reach on time, lost or reached in a damaged condition due to courier agency or postal agency fault , you can contact us and we will help to get compensation from the courier company if possible. Process can easily take up to 10 - 15 working days with some courier companies.
Product Returns
if you do have a change of mind with your purchase and it is unused and unopened, it does not preclude you from requesting a store credit but please understand we are not obligated to do so and it may not be accepted
Please choose your items carefully and if you need assistance with choosing the correct product, please contact us - see contact us page; and we will be able to help.
If you received a product that is broken in transit, please contact us within 48 hours of receiving your order on admin@greenaquatic.com.au. After this time we are unable to process claim of transit damage.
If your product becomes faulty within manufacturers warranty (please be advised as some products might not come with manufactures warranty e.g. Jebao Purple series has 1 year manufacture warranty(MDP, MCP,MOW & MLW); others Jebao models have 3 months manufacturer warranty, Chihiros has 1 year manufacturer warranty; please feel free to ask us regarding the product warranty), please contact us on admin@greenaquatic.com.au so that we can provide you with an RMA number. In the email, please copy the details below, making sure you include your name, the original order number the product was purchased on, and a brief description of the issue with the product. Faulty products will be processed according to Manufacturers terms and conditions in addition to Australian Consumer Law. Australian Consumer Law states retailers have the right to inspect and confirm any reported fault. The postage to return the faulty product to us is your responsibility, however if a repair is being provided, this will be returned to you at our cost.
When requesting a return or RMA please copy the following into your email to admin@greenaquatic.com.au and fill out all the information so we can process your request quickly.
Purchase on Invoice Number:
Purchase Date:
Item/Product Code:
Contact Name:
Contact Phone Number:
Current Address:
Reason for Return and Description (please do not use faulty, please state how it is faulty) :