Fish Tank Glass & Cabinet Scratch + Transit Policy

We inspect, wrap, and package all aquariums and cabinets with the utmost care. Please inspect items at pickup or upon delivery. This policy is aligned with Australian Consumer Law (ACL).

Policy Last edited: 07/01/2026
Email: [email protected]
Phone: (03) 8313 5522
Inspection required

Inspect glass and cabinet surfaces at in-store pickup, local delivery, or on arrival for online orders.

Packed + insured in transit

Online orders are professionally wrapped and insured. Transit damage is handled via reship, refund, or store credit.

ACL-friendly

Your ACL rights are not excluded. Remedies depend on whether an issue is major or minor.

Policy (quick read)

A simple version of the policy, followed by the FAQ below.

Inspection at pickup or delivery

All aquariums and cabinets must be inspected at the time of in-store pickup, local delivery, or upon arrival for online orders. Customers should check all glass panels, edges, seams, and cabinet surfaces under adequate lighting. Once the item is accepted, signed for, collected, or installed, it is deemed received in acceptable condition.

Glass scratches

Minor hairline scratches or marks that are not visible when the aquarium is filled with water may be considered normal for glass products. Scratches discovered after filling, installation, or use are not considered manufacturing faults and are not covered under warranty. Glass scratches cannot be repaired and aquariums will not be replaced for scratches identified after acceptance.

Cabinet cosmetic marks

Minor cosmetic marks or surface scratches that do not affect structural integrity or function may occur during transport or installation. Where appropriate, store credit may be offered for minor cosmetic imperfections that do not affect usability. Cosmetic damage reported after installation or use is not eligible for replacement or refund.

Online packaging, insurance & transit damage

Roxy Aquarium wraps and packages online orders carefully using appropriate materials, and items shipped by Roxy Aquarium are insured during transit. If damage occurs during transport, Roxy Aquarium reserves the right to provide a remedy by re-shipping the item, issuing a refund, or providing store credit, in line with Australian Consumer Law.

Minor vs major damage

Minor damage that does not affect functionality, safety, or water integrity may be compensated via store credit. Major damage that renders the item unsafe or unusable will be addressed through replacement, refund, or re-shipment as required under ACL.

Refusal / returns (where approved)

If an item is deemed acceptable and functional, but the customer chooses not to accept it, a return may be approved only with prior agreement from Roxy Aquarium. In approved return cases, the customer is responsible for all return shipping and handling costs, and items must be returned in original condition and packaging. Change-of-mind returns are not covered under Australian Consumer Law.

Claims timeframe

Any claims must be raised immediately at pickup, or within 24 hours of delivery, supported by clear photos (and packaging evidence where applicable). Claims lodged outside this timeframe may not be accepted.

FAQ

Tap each section to expand. If you need to lodge a claim, please contact us within 24 hours and include clear photos.

  • All aquariums and cabinets must be inspected at the time of pickup or upon delivery (in-store, online, or local delivery).
  • Check all glass panels, edges, seams, and cabinet surfaces under adequate lighting.
  • Once the item is accepted, signed for, collected, or installed, it is deemed received in acceptable condition.
  • Minor hairline scratches or marks not visible when filled with water may be considered normal for glass products.
  • Scratches discovered after filling, installation, or use are not considered manufacturing faults and are not covered under warranty.
  • Glass scratches cannot be repaired and aquariums will not be replaced for scratches identified after acceptance.
  • Minor cosmetic marks that do not affect structural integrity or function may occur during transport/installation.
  • Where appropriate, store credit may be offered for minor cosmetic imperfections that do not affect usability.
  • Cosmetic damage reported after installation or use is not eligible for replacement or refund.
  • Online orders are wrapped, packaged, and secured using appropriate materials to reduce risk of damage.
  • Items shipped by Roxy Aquarium are insured during transit.
  • If damage occurs during transport, Roxy Aquarium reserves the right to provide a remedy by re-shipping, refund, or store credit (in line with ACL).
  • Minor damage: If it doesn’t affect functionality, safety, or water integrity, compensation may be provided as store credit.
  • Major damage: If unsafe or unusable, we will offer replacement, refund, or re-shipment as required under ACL.
  • If an item is deemed acceptable and functional but the customer chooses not to accept it, returns may be approved only with prior agreement from Roxy Aquarium.
  • In approved return cases, the customer is responsible for all return shipping/handling costs and the item must be returned in original condition and packaging.
  • Change-of-mind returns are not covered under Australian Consumer Law.
  • Claims must be raised immediately at pickup, or within 24 hours of delivery.
  • Please provide clear photos of the issue and the packaging (where applicable).
  • Claims lodged outside the timeframe may not be accepted.
Australian Consumer Law notice: Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
Need to lodge a claim? Contact us within 24 hours and include photos.