Last updated: 7 May 2026

This policy applies to purchases from South East Frags through our website at https://southeastfrags.com.au.

Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law. If a product has a major problem, is faulty, unsafe, significantly different from its description, or does not meet applicable consumer guarantees, you may be entitled to a remedy under Australian law.

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1. Livestock and coral returns

Due to the sensitive and perishable nature of livestock and corals, we do not accept change-of-mind returns for livestock, coral frags, live coral or other live aquarium items.

This includes situations where you change your mind, no longer want the item, selected the wrong coral, changed your aquarium plans, or are unable to receive or care for the item after purchase.

If there is an issue with livestock or coral on arrival, please contact us promptly so we can assess the situation.

2. DOA claims for shipped corals

For shipped corals covered by our DOA guarantee, please contact us as soon as possible after delivery and provide:

• your order number
• clear photos of the coral
• photos of the unopened bag/container where possible
• any relevant delivery information
• a brief description of the issue

DOA claims will be assessed based on the information provided, the delivery record, weather conditions, courier delays, and the condition of the item on arrival.

If approved, we may offer one of the following remedies:

• replacement coral, subject to availability
• store credit
• refund for the affected item, excluding original shipping cost where permitted by law

Replacement coral may not always be identical due to the natural variation of live coral. Where a suitable replacement is not available, we may offer store credit or a refund instead.

3. Shipping delays, weather and courier conditions

We take care when packing and shipping live coral, but livestock shipping can be affected by courier delays, weather events, heat, cold, holiday congestion and other factors outside our reasonable control.

If shipping conditions are unsuitable, we may delay dispatch to protect livestock welfare. Where a replacement is required, we may also delay the replacement shipment until we consider conditions suitable.

If we determine that a replacement shipment is not practical, we may offer a refund or store credit instead.

4. Local pickup livestock orders

Local pickup is by appointment only. Once livestock or corals have been collected and accepted, change-of-mind returns are not accepted.

Please inspect livestock and coral carefully at pickup. If you have concerns, please raise them with us before taking the item home.

5. Dry goods returns

For dry goods, we may accept change-of-mind returns if the item is unopened, unused, in original condition, and returned within a reasonable time.

For change-of-mind dry goods returns:

• the item must be unopened and unused
• the item must be returned in original packaging where applicable
• return postage is paid by the customer
• a refund or store credit may be issued after we receive and inspect the returned item
• original shipping costs are not refunded for change-of-mind returns

Please contact us before returning any dry goods item so we can confirm the return process.

6. Faulty, damaged or incorrect dry goods

If a dry goods item is faulty, damaged, unsafe, incorrectly supplied, or significantly different from its description, please contact us with your order number and photos of the issue.

Where required under the Australian Consumer Law, we will provide an appropriate remedy. Depending on the issue, this may include a replacement, refund, store credit or other suitable solution.

If we confirm that an item has a problem covered by consumer guarantees, we will also address reasonable return postage costs where required by law.

7. Bulk or quote-required shipping items

Some products may be marked as bulk items or shipping quote required. For these items, shipping will be confirmed after order review.

If the final shipping cost is not suitable, we will contact you before proceeding. If you do not wish to continue with the order after shipping is confirmed, we may cancel and refund the order before dispatch.

8. Refund method

Approved refunds will usually be processed using the original payment method where possible. If you paid by PayID or bank transfer, we may request bank details so we can process the refund.

Store credit may be offered where agreed or where suitable for the situation.

9. How to request a return, refund or DOA assessment

To request assistance, please contact us at:

Email: sales@southeastfrags.com.au

Please include:

• your order number
• your name and contact details
• a description of the issue
• clear photos where relevant
• delivery or pickup details where relevant

We will review the information provided and respond as soon as reasonably possible.

10. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement, refund, repair or other remedy if a product does not meet a consumer guarantee.

This policy is intended to explain how South East Frags handles returns, DOA claims and refunds. It does not limit any rights you may have under Australian law.