Last updated: January 13, 2026

This policy outlines your statutory rights under the Australian Consumer Law (ACL) and our studio-specific terms for non-livestock products. For all livestock-related health guarantees, please refer to our dedicated Shipping & Arrive Alive (DOA) Policy page.

1. Statutory Rights (ACL) Under the Australian Consumer Law, our products come with guarantees that they are of acceptable quality, fit for purpose, and match their description.

• Major Problems: For a major defect (e.g., a ruptured heat-seal upon delivery), you may choose between a full refund or a replacement.

• Minor Problems: For minor issues, we will provide a resolution in accordance with your rights under the ACL.

2. Boutique "Change of Mind" Policy As we are an independent Melbourne studio, we offer an extended return window for our non-livestock items (Botanicals, Shell-Health Essentials, and Retail Accessories):

• 30-Day Window: You have 30 days from the date of delivery to notify us and initiate a return.

• Condition: Items must be returned in their original, resalable condition with all original packaging.

• The Heat-Seal Rule: For biosecurity and chemical purity reasons, any supplement or botanical product where the tamper-evident heat seal or original retail packaging has been broken or removed is strictly ineligible for return or refund.

• No Restocking Fees: We do not charge restocking fees for returned goods.

3. Return Process

• Return Shipping Costs: The customer is responsible for all shipping costs associated with a "Change of Mind" return.

• Original Shipping Fees: Original shipping and handling fees paid at the time of purchase are strictly non-refundable for change-of-mind returns.

• Procedure: To start a return, please contact Shell & Fin Aquatics via our studio email to obtain a Return Merchandise Authorisation (RMA) number.

4. Damaged or Incorrect Items Please inspect your order immediately upon delivery. If you receive the wrong item or the packaging is defective, contact us immediately before opening any seals so we can evaluate the issue and rectify it.

Return & Refund Policy