Water Online Australia aka Aquarian Water Online Marketing’s  Return Policy

If you’re not happy, we’re not happy!

Water Online Australia aka Aquarian Water Online Marketing's online shopping is committed to you, our customer, and we want you to be happy with your shopping experience. That means that if one of the following situations occurs, we will make every attempt to make it right!

Such as

• your product is damaged during shipping,
• an item is accidently left out of your delivery or could not be fulfilled,
• the incorrect item was delivered,
• the product did not match the description in our advertising, or
• the item you received was defective.

Your satisfaction and ongoing business is the priority to us so please let us know if you are not happy with your purchase or our service so we have the opportunity to respond positively to you.

What do I do if I’m not happy?

If for any reason you are not happy with an item you purchased or our service, please let us know as soon as possible.

If your goods are damaged or faulty on arrival, or if an item is missing, then you need to let us know within 2 business days of receiving your delivery. Please follow the steps below to log your feedback, or return request, with us.

• Log on to Water Online® using your username and password
• Go to the Your Account tab at the top of the page
• Click on Return Request
• Fill out the details
• We will email you a response within 48 hours.

In the case of a return request, we may ask you to send the product back to us with a Prepaid Shipping Label (so you won’t need to pay any additional shipping charges). Please only send items back after you have received a request to do so.  Items must be returned in its original packaging as received by you and sufficiently sealed or secured to sustain the return shipping and handling.  Upon receipt, we can then assess your complaint and resolve the matter with you as quickly as possible.

Can I get a replacement product?

If you receive a product that is damaged, faulty or not as we advertised, or if you didn’t receive a product you ordered then we will provide you with a replacement product at no additional cost to you, providing the stock is available. However sometimes items will have sold out by the time we receive your return request so sending a replacement may not be possible.

In this case we will either provide you with a credit note that you can use next time you place an order with Water Online Australia aka Aquarian Water Online Marketing or a full refund may be issued at our discretion.

Please remember to contact us as soon as possible after receiving your delivery to advise us of any issues.

What if I just change my mind, can I still get a refund?

Due to the high cost of shipping, we are unfortunately not able to offer you a refund or product exchange if you change your mind about your purchase or you decide the product you ordered is no longer suitable or not to your liking.

However please let us know your feedback as we want your shopping experience with Water Online Australia aka Aquarian Water Online Marketing to be a pleasant one.

How can I check if there is a warranty offered on a product?

Some products sold on Water Online Australia aka Aquarian Water Online Marketing will come with a manufacturers’ warranty. To check if your product has a warranty, click on the picture of the product. This will take you to the product details page where all additional information, including details of any warranties can be found.

How do I make a warranty claim?

If the product you purchased is covered by a warranty, and you become aware that it is faulty within the warranty period, you can either contact the manufacturer to lodge your warranty claim (often the fastest method) or follow the steps below to lodge your claim through our administration.

It is often best to first contact the manufacturer’s service centre or help desk (by phone or online) to discuss your issue as they may be able to assist you to resolve any technical problems you are having with your product without the need to send the product back. Mostly this service is provided free of charge by the manufacturer.

The product

If you do need to send the product back, either the manufacturer (if you lodge the warranty claim with them) or Water Online® will provide you with a Prepaid Shipping Label to return your product for assessment. The Prepaid Shipping Label will allow you to send the item back at no cost to you. Please note, however, Water Onlineä reserves the right to charge a service fee to cover our costs should the product you return to us be found to be without fault.

To lodge a warranty claim through Water Online®, please follow the steps below. Please note that we cannot accept warranty claim lodgment over the phone.

• Log on to your Water Online account by using your username and password
• Go to the your account tab at the top of the page
• Click on Return Request
• Fill out all the information requested, giving as much detail as possible including the barcode number and/or serial number of the product, Best before date and Product description.
• We will respond to you within 48 hours with a Reply Paid consignment note for you to return the product.
• Once we receive the product back we will assess the product and advise you of the next steps and an approximate timeframe to resolve the claim.

Please note, for your warranty claim to be valid, you must ensure that all of the following apply:
• You have returned the goods within the timeframe covered by the warranty.

• You have returned the goods in the original manufacturer’s packaging.

• You have returned the goods within a reasonable timeframe after noticing the fault.

That is, you have not reduced the value of the goods by delaying the return of the item.

• You have not used the goods in a way that they were not designed for or that would be considered unusual.  Such a use may be noted in the warranty as rendering it void, or it may be a use that a reasonable person would not expect the product to perform.

• You have not lost or destroyed the product (the product must be available for return to the manufacturer or retailer).