Returns & Refunds

Policy Summary

• Applies to: Customers in Australia (AU).
• Damaged or defective items: Contact us within 30 days of delivery with photos. This request window does not limit Australian Consumer Law rights.
• Change of mind: Generally not accepted for made-to-order products. Any courtesy return must be agreed with us first, with the item unused and in original condition.
• Return method:By mail (Australia Post). We don't accept in-store or kiosk returns.
• Return shipping: Free for damaged, defective, or incorrectly supplied items — we provide a prepaid return label.
• Courtesy return shipping:At the customer's expense for an agreed change-of-mind return.
• Restocking fee: None.
• Refund method: Full refund to the original payment method.
• Refund processing time: Within 5 business days of receiving the returned item.

If Something Is Wrong

At Reef Ahoy, we stand behind the products we make. If your item arrives damaged, defective or incorrectly supplied, contact us with your order details so we can arrange the next steps.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The 30-day request window and unused-condition requirements in this policy do not limit your rights under Australian Consumer Law.

Returns Eligibility

• Damaged or Defective Items: Contact us within 30days of delivery with photos. We'll send a prepaid Australia Post return label and arrange a replacement or full refund. Return shipping is free. This request window does not limit your rights under Australian Consumer Law.
• Wrong Item Received:If we sent the wrong product, we'll cover return shipping (prepaid label provided) and send the correct item or issue a full refund.
• Change of Mind:Because our products are custom 3D-printed to order, we generally do not accept change-of-mind returns. If we agree to a change-of-mind return as a courtesy, the item must be unused and in original condition, return shipping is at the customer's expense, and no restocking fee is charged. Please double-check your colour selections and quantities before ordering.
• Bespoke designs and gift cards: Bespoke or one-off commissioned designs and gift cards are not eligible for change-of-mind returns. Australian Consumer Law rights still apply.

Item Condition for Agreed Change-of-Mind Returns

An agreed change-of-mind return must be in new, unused condition with all original packaging and accessories included. Items showing signs of use, aquarium installation or modification are not eligible for a courtesy return. These requirements do not apply to your rights under Australian Consumer Law.

How to Request a Return

1. Email us at orders@reefahoy.com.au with your order number and a description of the issue.
2. Include photos of the item showing any damage or defects.
3. We'll respond within 1–2 business days with a prepaid return label (where applicable) and next steps.
4. Send the item back by Australia Post following our instructions, using the prepaid label where supplied.

Refund Processing

Once we receive your returned item, we'll inspect it and process your refund within 5 business days. Refunds are issued back to the original payment method for the full purchase price (no restocking fee). Depending on your bank or payment provider, it may take a further 5–10 business days for the refund to appear on your statement.

Restocking Fee

Reef Ahoy does not charge a restocking fee on returns.

Region

This returns policy applies to customers with delivery addresses in Australia. Online checkout is Australia-only.

Contact Us

If you have any questions about our returns policy, please get in touch. We're happy to help.