Returns & Refunds

Policy Summary

• Applies to: Customers in Australia (AU).
• Return window: 30 days from the delivery date.
• Item condition: Items must be unused and in their original, new 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.
• Restocking fee: None.
• Refund method: Full refund to the original payment method.
• Refund processing time: Within 5 business days of receiving the returned item.

Our Guarantee

At Reef Ahoy, we stand behind every product we make. If your item arrives damaged or defective, we'll make it right — no questions asked.

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.

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.
• 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.
• Non-returnable items: Bespoke or one-off commissioned designs and gift cards are not eligible for return except where required under Australian Consumer Law.

Item Condition Required for Return

All returned items must be in new, unused condition with all original packaging and accessories included. Items showing signs of use, installation in an aquarium, or modification cannot be accepted (except where the fault is a manufacturing defect).

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 to us by Australia Post using the supplied label.

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. We do not currently ship internationally.

Contact Us

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