Refund policy
Last updated: 7 June 2026
At School Of Scape, we want you to be completely satisfied with your purchase. This policy explains how refunds, returns and replacements work for our live fish, aquatic plants, hardscape materials, equipment and consumables.
Your Rights Under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). If a product has a major failure, you are entitled to a refund or replacement. If the issue is minor, we'll repair, replace or refund within a reasonable time. This policy operates in addition to your ACL rights.
Change-of-Mind Returns (14 Days)
You can request a return within 14 days of receiving your order for hardscape materials and equipment.
Requirements:
- Items must be unused, unopened, and in original packaging
- All manuals and accessories must be included
- Proof of purchase is required
- Original shipping costs are non-refundable
- Return postage is at your expense (please use tracked shipping)
Items NOT eligible for change-of-mind returns:
- Live aquarium fish, shrimp, snails and other livestock
- Live aquatic plants
- Opened consumables (fertilizers, CO2 refills, water conditioners)
- Cut-to-length or custom-made items
- Special orders
- Workshop registrations
- Gift cards and vouchers
Damaged, Faulty, or Incorrect Items (7 Days)
If your order arrives damaged, faulty or incorrect, please contact us within 7 days of delivery.
We may request photos or video to assess the issue. If confirmed faulty or incorrect, we'll repair, replace or refund as required by law. If it's our mistake, we'll cover all shipping costs.
Live Fish (8-Hour Arrival Guarantee)
We pack and dispatch all live fish to maximise their chance of arriving healthy. Because they are live animals, we cannot accept change-of-mind returns.
Live Arrival Guarantee:
- Contact us within 8 hours of delivery (or within 8 hours of you collecting from the airport for remote-WA orders)
- Provide clear photos of the fish in the original bag and packaging — please do not open the bag until you have taken the photos
- We will replace or refund (at our discretion) any fish that arrives DOA (dead on arrival) or in clearly stressed condition due to transit
Claims made after 8 hours, without photos, or after the bag has been opened may not be accepted. We cannot cover losses due to incorrect acclimation, incompatible tank conditions, disease introduced by other tank inhabitants, or care after arrival.
Live fish are not eligible for change-of-mind returns under any circumstances.
Live Aquatic Plants (24-Hour Guarantee)
We pack all plants fresh and healthy, but because they are live, we cannot accept change-of-mind returns once dispatched.
If plants arrive in poor condition:
- Contact us within 24 hours of delivery
- Provide clear photos of plants in original packaging
- We'll replace or refund at our discretion if damaged in transit or DOA
Claims made after 24 hours or without photos may not be accepted. We cannot cover losses due to courier delays, extreme weather, or incorrect care after arrival.
Consumables (Fertilizers, CO2, Water Treatments)
For health and safety reasons, we cannot accept returns of opened consumables unless they are faulty. If you believe an item is defective or contaminated, contact us immediately with photos and your order number.
Workshop Registrations
Workshop registrations may be cancelled up to 7 days before the event for a full refund. Cancellations within 7 days are non-refundable but may be transferred to another participant with prior approval.
How to Request a Return or Refund
Email us at accounts@schoolofscape.com.au with:
- Your order number
- Brief description of the issue
- Photos (if applicable)
Once approved, we'll send return instructions. Refunds are processed to your original payment method within 5–10 business days after we receive and inspect the return.
Shipping Costs
- Original shipping costs are non-refundable unless the return is due to our error or a faulty product
- You are responsible for return postage for change-of-mind returns
- If we confirm a fault or error, we'll provide a prepaid label or reimburse reasonable postage
Sale Items, Bundles & Gifts
- Sale and clearance items have the same ACL rights but are not eligible for change-of-mind returns
- Bundles must usually be returned in full unless the issue relates to one specific item
- Gift returns can be made by the recipient with proof of purchase (refunds go to original payment method)
Quick Reference
| Category | Return Policy |
|---|---|
| Hardscape & Equipment | 14-day change-of-mind (unopened) |
| Live Fish & Livestock | 8-hour arrival claim with photos |
| Live Plants | 24-hour arrival claim with photos |
| Consumables | No returns once opened (unless faulty) |
| Damaged/Faulty Items | 7-day claim period |
| Workshop Registrations | 7-day cancellation for refund |
Contact Us
Email: accounts@schoolofscape.com.au
Phone: +61 478 681 822
Return Address: 22/1736 Albany Highway, Kenwick, WA 6107