Reptile Basking and Climbing Platform for Turtles and Tortoises

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

For all return requests please contact support@aquadownunder.com.au and include the following information

• Invoice & order number
• Order name 
• Item/s that you wish to return 
• Reason for return 
• Any additional details listed below

Do NOT return until you have contacted us and told you to do so. All returns will need to be sent to the following address:  19 Berry St, Clyde NSW 2142

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, or damaged, or if you receive the wrong item. Please together email photos of the item. We will resolve the issue asap.

You do not have to pay the return shipping fee.

Return by change of mind

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You may have to pay the return shipping fee.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds Time
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we approved your return, please contact us at support@aquadownunder.com.au