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Return and Refund Policy
This policy applies to purchases made from Vemtech Applications and Vemtech BioSystems through our online store.
We want customers to receive products that are correct, functional, and as described. If there is an issue with your order, please contact us as soon as possible so we can assess the problem and help resolve it.
Nothing in this policy limits or excludes your rights under the Australian Consumer Law.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
If a product has a major failure, you may be entitled to a replacement, refund, or other remedy. If a product has a minor failure, we may choose to repair, replace, or refund the item within a reasonable time.
This policy applies in addition to your rights under Australian Consumer Law and does not replace them.
Change of Mind Returns
We accept change-of-mind returns within 14 days of delivery for eligible products.
To be eligible, the item must be:
Unused
In the same condition you received it
In its original packaging
Returned with all included accessories, manuals, parts, cables, straps, clips, packaging, and other included items
Accompanied by proof of purchase, such as your order confirmation or receipt
Customers are responsible for return shipping costs for change-of-mind returns.
Original shipping costs are non-refundable for change-of-mind returns.
A 20% restocking fee applies to approved change-of-mind returns. This fee helps cover inspection, testing, repackaging, payment processing losses, and handling.
The restocking fee does not apply to valid claims for faulty, damaged, incorrect, or non-compliant goods under Australian Consumer Law.
Damaged, Faulty, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is damaged, faulty, incorrect, missing parts, or not as described, contact us promptly with your order number and clear photos or video showing the issue.
Depending on the issue, we may offer a repair, replacement, refund, partial refund, store credit, troubleshooting support, or another appropriate remedy.
Please do not return items without contacting us first. Some issues may need to be assessed before a return is approved.
Non-Returnable Items
The following items cannot be returned for change of mind:
Live shrimp
Live aquarium plants
Aquarium food, shrimp food, or other feed products once opened
Custom, modified, personalised, or made-to-order products
Gift cards
Digital products or downloadable items
Clearance items marked as final sale, except where required by Australian Consumer Law
Items that have been used, worn, damaged, modified, contaminated, or altered after delivery
Items returned incomplete or without included accessories, parts, packaging, or components
These exclusions apply to change-of-mind returns only and do not remove any rights you may have under Australian Consumer Law.
Live Shrimp and Live Plant Orders
Live shrimp and live plants are perishable live goods and are not eligible for change-of-mind returns.
Live goods are shipped within Australia only and cannot be sent to WA, TAS, or NT.
Live goods are shipped Monday and Tuesday only to reduce transit risk.
Live shrimp are packed in sealed oxygen bags inside insulated packaging, with temperature support used when required.
Live plants are packed with moisture support and protective packaging suitable for transit.
Customers are responsible for entering a correct delivery address and ensuring the parcel can be received promptly. We are not responsible for losses caused by incorrect addresses, parcel redirection, delayed collection, missed delivery attempts, unsafe delivery locations, or parcels left unattended for extended periods after delivery.
Live Arrival Guarantee
Live shrimp and live plants are covered by our Live Arrival Guarantee when all claim conditions are met.
To make a claim, you must contact us within 2 hours of the first recorded delivery scan.
You must provide:
Your order number
A photo of the shipping label
Clear photos or video of the affected shrimp or plants
For live shrimp, clear evidence taken while the bag is still sealed and unopened
For live plants, clear evidence of the plant condition on arrival
For shrimp DOA claims, the bag must not be opened before evidence is taken. Opening the bag before documenting the issue may void the Live Arrival Guarantee.
If a Live Arrival Guarantee claim is approved, we may offer a replacement, refund, partial refund, or store credit depending on the circumstances and available stock.
Shipping costs may not be refundable where the shipping service was successfully provided, except where required by Australian Consumer Law.
Live Shrimp DOA Conditions
A shrimp is considered DOA if it arrives dead in the sealed shipping bag and the claim requirements are met.
The Live Arrival Guarantee does not cover losses that occur after the bag is opened, during acclimation, or after the shrimp are introduced to an aquarium.
We do not cover losses caused by water parameter mismatch, uncycled aquariums, ammonia or nitrite exposure, copper, pesticides, unsafe tank mates, temperature shock after delivery, incorrect acclimation, or other aquarium conditions outside our control.
Shrimp colour, size, and pattern may vary naturally. Juvenile shrimp may colour up as they mature. Minor variation from listing photos is normal and is not considered a fault unless the product is significantly different from its description.
Live Plant Arrival Conditions
Aquarium plants may arrive with minor cosmetic damage from transit, including bent leaves, broken stems, trimmed roots, loose leaves, or mild melt. This is normal for live aquatic plants and does not automatically qualify as DOA.
A plant may qualify for a Live Arrival Guarantee claim if it arrives rotten, mushy, completely non-viable, or significantly different from the product ordered.
We do not cover plant losses caused by aquarium conditions after delivery, including melting from transition, nutrient imbalance, lighting changes, CO2 changes, pests already present in the aquarium, unsuitable water parameters, or livestock damage.
Aquarium Food and Shrimp Food
Aquarium food and shrimp food products, including Project 11 products, cannot be returned for change of mind once opened due to hygiene and contamination risk.
If a food product arrives damaged, contaminated, incorrect, or otherwise not as described, please contact us promptly with photos and your order number.
Project 11 and other Vemtech BioSystems food products are intended for ornamental aquarium use only. They are not intended for human consumption, livestock feed, aquaculture production, or animals intended for human consumption.
Custom, Modified, and Made-to-Order Products
Custom, modified, personalised, or made-to-order products cannot be returned for change of mind.
If a custom or made-to-order product arrives faulty, damaged, incorrect, or not as described, please contact us so we can assess the issue and provide an appropriate remedy.
Warranty
Some products may be covered by a separate warranty.
For warranty information, please visit:
https://vemtech.store/pages/warranty-policy
Warranty support is provided in addition to your rights under Australian Consumer Law.
How to Start a Return or Claim
To start a return, DOA claim, damage claim, or warranty-related enquiry, email us at:
Please include:
Your order number
Your name
A description of the issue
Clear photos or video showing the problem
Photos of the packaging and shipping label if the item arrived damaged or if the claim relates to live goods
We will review your request and provide return instructions or next steps.
Please do not send items back without contacting us first. Unapproved returns may be delayed, refused, or returned to sender.
Return Shipping
For approved change-of-mind returns, the customer is responsible for return shipping.
For faulty, damaged, incorrect, or non-compliant goods, return shipping requirements will be assessed based on the issue and your rights under Australian Consumer Law.
We recommend using tracked shipping for returns. We cannot assess or process a return that is lost in transit before reaching us.
Refunds
Once an approved return is received and inspected, we will notify you of the outcome.
Approved refunds will be processed to the original payment method where possible.
Please allow time for your bank, card provider, or payment platform to process the refund after it has been issued.