Returns & Exchanges

Last Updated: 14 July 2026

This only applies to orders placed after 14/07/26.

At Castle Dawn Aquatics, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help and will always do our best to resolve any issues quickly and fairly.

30-Day Returns

You may request a return within 30 days of receiving your order.

To be eligible for a return, items must:

• Be unused and in their original condition.
• Be returned with all original packaging, accessories and documentation where applicable.
• Show no signs of misuse, installation, modification or accidental damage.

Products returned in a condition that prevents them from being resold may not be eligible for a refund.

How to Start a Return

Please contact our customer support team before returning any item.

We'll confirm whether your return is eligible and provide the correct return instructions and return address.

Returns sent without prior authorisation may be refused or significantly delayed.

Non-Returnable Products

For hygiene, safety and biosecurity reasons, the following items cannot be returned unless they arrive damaged, faulty or supplied incorrectly:

• Fish food
• Medications and aquarium treatments
• Water conditioners and additives
• Botanicals
• Live animals

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty or you receive the wrong item, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please include:

• Your order number.
• Clear photographs of the item.
• Photographs of the external packaging.
• Photographs of any shipping labels if applicable.

Once verified, we will arrange a replacement, replacement parts or a full refund, depending on the circumstances.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If your return is approved, your refund will be issued to your original payment method.

Depending on your payment provider, refunds typically appear within a few business days, although some banks may take longer to process them.

Original shipping charges are non-refundable unless the return is the result of our error or a faulty product.

Return Shipping Costs

Unless the return is due to an error on our part or a faulty product, customers are responsible for the cost of returning items to us.

We recommend using a tracked shipping service, as we cannot accept responsibility for returns lost during transit.

Exchanges

If you would like to exchange an item for another product, please contact us before placing a new order.

Exchanges are subject to stock availability and any applicable price differences.

Order Cancellations

Orders may be cancelled before they have been dispatched.

Once an order has entered the shipping process or is already in transit, it cannot be cancelled. Eligible items may still be returned after delivery in accordance with this Returns Policy.

Consumer Rights

Nothing within this Returns Policy affects your statutory consumer rights under applicable consumer protection legislation.

Need Assistance?

If you have any questions about your order or our Returns & Exchanges Policy, please don't hesitate to contact our customer support team.

We're always happy to help.