Policies

Customer service is important to us. We want your shopping experience to be fast, friendly and most importantly secure.

Our on-line shop front is operated by AquaBuy. The sites privacy and terms of use policies are shown below. By visiting aquabuy.com.au, you are accepting our privacy policy and are bound by our terms of use policy.

Aquabuy Privacy Policy

Aquabuy is dedicated to keeping your details private. Any information, we collect in relation to you, is kept strictly secured. We do not pass on/sell/swap any of your personal details with anyone. We use this information to identify your orders, provide you with our monthly newsletter and to personalize your shopping experience with us; that's all.

Aquabuy uses cookies to allow you to login to your account, maintain a shopping cart and to purchase items in your shopping cart. Cookies also allow us to give you a more personalized shopping experience by displaying products that interest you throughout our product pages, thus providing you with a more friendly, interesting and enjoyable shopping experience.

When purchasing from Aquabuy your financial details are passed through our secure server using the latest 128-bit SSL (secure sockets layer) encryption technology. 128-bit SSL encryption.

Aquabuy Pricing Policy

Aquabuy pricing reflects the competitive nature of the industry and therefore is carefully monitored by our sales team to provide our customers with the latest, competitive prices. All of our prices are in Australian dollars (AUD) and include GST (Goods and services tax). Product prices are dynamically updated by our in house purchasing system when price changes are received from our suppliers.

For any products marked as 'Pre-Order', 'Order-In' or out of stock, prices may change between when you place your order and when the actual product becomes available. Aquabuy will try to absorb any price differences when possible, but if this is not economically possible will have to pass the price variation on.

Aquabuy Sales, Warranty & Returns Policy

Our sales, returns and warranty policy is listed below. Please read this carefully before purchasing from Aquabuy.

All products sold are "fit for purpose", however, Aquabuy does not warrant or guarantee that any product sold is compatible with any equipment already installed or in use by the customer.

Consumer Guarantees, Warranties, & Refunds

The Australian Consumer Law protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the Law requires that goods must be free of defects, and do what they are meant to do. Services must be carried out with care and skill. These rights, which the Law says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.
Under the Law, these Consumer Guarantees cannot be excluded. You are entitled to a replacement or refund for a major failure and 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.
Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect, given factors including the cost and quality of the product or any representations made.
Many manufacturers have dedicated support centres designed specifically to deal with issues in relation to their products and may even provide in home support and advanced trouble shooting. In many circumstances the manufacturer may therefore be able to provide a quicker assessment of, and remedy for, any issue with your product, even if the manufacturer’s warranty has expired. You may therefore prefer to contact the manufacturer rather than us, although you are not obliged to do this and, if at any time you are not satisfied with the manufacturer’s remedy in relation to your legal rights, you can contact us for assistance.
Unless otherwise specified Aquabuy is normally your first point of contact for warranty related issues.

Returning Product for Refund, Service or Replacement

An RA (Return Authorization) number must be obtained from our customer service department before any goods are returned Click here

The RA number must be clearly written on the shipping label and a copy of the original invoice must be supplied whenever possible. Click here to view your past orders and to print your invoices.

All costs incurred in returning non-faulty or incorrectly chosen products to us for repair, refund, replacement or credit are your responsibility.

If the product is over 12 months old all shipping & handling costs must be paid by yourself.

All faulty equipment will be need to be tested before replacement, credit or refund, this may need to be determined by the manufacturer or local distributor and may create small delays in processing.

It is your responsibility to ensure that all products are suitably packaged in order to prevent damage during return shipping. You must not write on or attach labels to the product being returned. Padded post bags are not considered adequate packaging unless the product is inside a box is the bag

We accept no responsibility for goods lost in transit. It is your responsibility to insure them.

We will not accept goods sent to us as receiver pays (unless authorized by us) or without a clearly marked RA number.

An RA number does not guarantee credit, repair, refund or replacement. It is simply an authorization to return goods to us.

If a product is faulty, does not match the description or is unfit for its intended purpose a refund may be available upon request. However Aquabuy reserves the right to confirm the unsuitability of the product before a refund is issued.

These terms are in addition to and do not affect any terms, conditions and warranties implied by law.

Returning Non-Faulty Product for Credit

An RA (Return Authorization) number must be obtained from our customer service department before any goods are returned Click here
Software is non-refundable once opened, unless faulty, does not match the description or is unfit for its intended purpose (please confirm that the your hardware meets the softwares minimum requirements before ordering).
Please check the specifications and compatibility of the goods being ordered to ensure they are what you require as we do not supply goods on a trial basis.
We do not refund or credit for incorrect choice. (Some exceptions to this rule are made on a case by case basis.)

Items that are being returned for credit for incorrect choice: (Please see above point.)

MUST be unopened in their original undamaged/unmarked packaging, and will incur a restocking fee of a minimum of 10%. NO credit is available for any freight paid.
Are returned for shop credit or replacement only, refunds are not avilable in this case. This credit will be based on the lesser of the original purchase price and the current price when we receive the product back.
No goods will be accepted for refund or credit after 7 days from the date of invoice unless faulty, do not match the description or are unfit for their intended purpose.

General Conditions

RA's are valid for 14 days only, any item sent after 14 days will not be accepted by our returns department.

We reserve the right to refuse any returns that:

are incomplete or missing parts; or
show signs of physical damage to the product or its packaging.
do not include a valid Return Authorisation Number on the shipping label.
have an expired Return Authorisation Number.

If you receive a product that appears to have been "Damaged in Transit" - that is, damaged in transit from us to you - you should:

Refuse to accept delivery of the product.
Direct the courier to "Return goods to sender".
Notify our Customer Service staff immediately.

Website Usage Policy

The aquabuy.com.au web site and all content contained within is for use by its customers only, any form of data retrieval or 'hot linking' of images is forbidden unless being processed by a recognised search engine or with prior apporval.