Return and Refund Policy

Vemtech Applications | Vemtech BioSystems

This policy applies to purchases made through the Vemtech Applications online store, including products sold under the Vemtech BioSystems brand.

We want every customer to receive products that are correct, functional, and as described. If there is a problem with your order, please contact us so we can assess the issue and arrange an appropriate resolution.

We offer voluntary change-of-mind returns on eligible products, subject to the conditions outlined below.

Nothing in this policy excludes, restricts, or modifies any consumer rights or guarantees that cannot lawfully be excluded under Australian Consumer Law or other applicable consumer protection legislation.

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund, or other remedy depending on the nature of the failure.

For a major failure, consumers may generally choose between a refund and replacement. For a minor failure, we may choose to repair the product within a reasonable time or provide another remedy permitted by law.

Consumer guarantees apply independently of any manufacturer's warranty, store warranty, or voluntary return period.

No restocking fee applies to any refund or remedy required under Australian Consumer Law.

For international customers, any mandatory consumer rights applicable to the transaction are also preserved.

2. Change-of-Mind Returns

We accept change-of-mind return requests within 14 calendar days of delivery for eligible products.

A change-of-mind return includes situations where a customer:

• No longer wants the product

• Ordered the wrong item or quantity

• Purchased an item by mistake

• Decides the product is no longer required

• Wishes to return an otherwise correctly supplied and functioning product

To qualify for a voluntary change-of-mind return, the product must:

• Be unused and in its original condition

• Be returned in its original packaging

• Include all originally supplied accessories, components, cables, straps, clips, manuals, and other included items

• Be free from damage, modification, contamination, or signs of use

• Be accompanied by proof of purchase

A return request must be submitted within 14 days of delivery. If approved, we will provide return instructions and a reasonable timeframe for sending the product back.

Change-of-mind returns are subject to our restocking fee and return shipping conditions.

Products that do not meet these eligibility requirements may be declined for voluntary change-of-mind returns.

These conditions do not affect returns required under applicable consumer law.

3. Restocking Fee

All approved change-of-mind returns are subject to a fixed 20% restocking fee.

The fee is calculated against the purchase price paid for the returned product, excluding shipping charges.

The restocking fee is deducted from the approved refund.

This fee contributes to the costs associated with return administration, inspection, functional testing, inventory processing, repackaging, and handling.

The fee applies consistently to eligible change-of-mind returns and is disclosed before purchase.

The 20% restocking fee does not apply to faulty, damaged, incorrect, or non-compliant products where a customer is entitled to a remedy under Australian Consumer Law or other applicable consumer protection legislation.

4. Return Shipping Costs

For voluntary change-of-mind returns:

• Customers are responsible for the cost of returning products to Vemtech Applications.

• Original shipping charges are non-refundable.

• Return shipping must be arranged using a suitable carrier and service.

• We recommend using tracked shipping with appropriate insurance for valuable products.

Where goods are confirmed to have a fault or other failure covered by applicable consumer guarantees, reasonable return shipping costs will be reimbursed or covered by us where required by law.

For products that cannot reasonably be returned by ordinary post due to their size, weight, or nature, we will arrange collection or another appropriate solution where legally required.

International customers must use a shipping method appropriate for the returned product. This is particularly important for electronic devices containing lithium batteries.

Please contact us before arranging an international return so we can provide suitable shipping and customs instructions.

5. Damaged, Faulty, or Incorrect Products

Please inspect your order when it arrives.

If a product is damaged, faulty, incorrect, missing components, or significantly different from its description, contact us as soon as reasonably possible.

Please provide:

• Your order number

• A description of the issue

• Clear photographs or video where practical

• Photographs of the product packaging and shipping label if relevant

We may request further information or assist with troubleshooting before determining the appropriate remedy.

Depending on the issue and your applicable consumer rights, remedies may include:

• Repair

• Replacement

• Refund

• Partial refund where appropriate and agreed

• Another remedy permitted by law

Store credit may be offered as an optional resolution but will not be imposed where a customer is legally entitled to a refund or another remedy.

Please contact us before posting a product back so we can provide the correct return instructions.

These procedures are intended to help us resolve issues efficiently and do not restrict statutory consumer rights.

6. Products Excluded from Change-of-Mind Returns

The following products are not eligible for voluntary change-of-mind returns:

• Live shrimp and other live aquatic animals

• Live aquarium plants

• Opened aquarium food, shrimp food, or other feed products

• Custom-made, modified, or personalised products

• Made-to-order products specifically produced or configured for an individual customer

• Digital products and downloadable items

• Gift cards

• Clearance products specifically identified as final sale

• Products that have been used, damaged, modified, contaminated, or altered after delivery

• Incomplete products or products missing their originally supplied accessories, components, or packaging

These exclusions apply only to voluntary change-of-mind returns.

They do not exclude any rights to remedies for faulty, damaged, incorrect, or non-compliant goods under applicable consumer law.

7. Live Shrimp and Live Aquarium Plants

Live shrimp and live aquatic plants are perishable goods and are not eligible for voluntary change-of-mind returns.

Our live aquatic products are shipped within Australia only.

We do not currently ship live aquatic products to Western Australia, Tasmania, or the Northern Territory.

Live goods are dispatched on Mondays and Tuesdays only, subject to weather, livestock condition, carrier availability, and other practical considerations.

Live shrimp are packed in sealed transport bags using appropriate aquatic livestock packaging methods, together with insulation and temperature support where required.

Live aquarium plants are packed with suitable moisture retention and protective packaging.

Customers are responsible for providing accurate delivery details and arranging prompt collection or receipt of their parcels.

Customers should avoid leaving live goods unattended in unsuitable environmental conditions.

Delivery delays, missed delivery attempts, parcel redirection, incorrect addresses, and conditions after successful delivery may affect the outcome of claims under our additional Live Arrival Guarantee.

Nothing in this section limits remedies required under applicable consumer law.

8. Live Arrival Guarantee

Vemtech BioSystems provides an additional voluntary Live Arrival Guarantee for eligible live shrimp and live aquarium plant orders.

This guarantee operates in addition to your statutory consumer rights.

To make a claim under this guarantee, please contact us within 2 hours of the first recorded delivery scan.

Please include:

• Your order number

• A photograph of the shipping label

• Clear photographs or video showing the affected livestock or plants

• Relevant packaging photographs

• For shrimp, photographs or video taken while the transport bag remains sealed and unopened

For shrimp DOA claims, please photograph or record the affected shrimp before opening the transport bag.

Opening the bag before documenting the issue may prevent us from verifying eligibility under this additional voluntary guarantee.

For approved Live Arrival Guarantee claims, we may offer a replacement, refund, partial refund, or store credit, depending on the circumstances and available stock.

Where a remedy is required under consumer law, the customer's statutory entitlement takes precedence over the conditions of this voluntary guarantee.

The 2-hour notification period and photographic evidence requirements do not remove or restrict any statutory consumer rights.

9. Live Shrimp DOA Conditions

A shrimp is considered dead on arrival (DOA) under our Live Arrival Guarantee if it arrives deceased in its sealed transport bag and the claim requirements are satisfied.

For the purposes of this additional voluntary guarantee, we do not cover losses arising after successful live delivery due to circumstances outside our control, including:

• Incorrect or unsuitable aquarium water parameters

• Uncycled or unstable aquariums

• Ammonia or nitrite exposure

• Copper, pesticides, or other contaminants

• Unsafe tank mates

• Inappropriate acclimation

• Temperature shock after delivery

• Other adverse aquarium conditions following arrival

Shrimp are living animals and may vary naturally in colour, size, markings, and maturity.

Juvenile shrimp may develop stronger colouration as they mature.

Minor natural variations do not necessarily constitute a product defect.

These conditions do not restrict remedies available under applicable consumer guarantees.

10. Live Aquarium Plant Arrival Conditions

Live aquarium plants can experience minor cosmetic changes during transportation.

Examples include:

• Bent leaves

• Broken or trimmed stems

• Loose leaves

• Minor root damage

• Mild cosmetic deterioration

Such changes do not automatically mean the plant is non-viable.

A plant may qualify for a claim under our Live Arrival Guarantee if it arrives severely damaged, rotten, non-viable, or materially different from the product ordered.

Our additional voluntary guarantee does not cover deterioration occurring after successful delivery due to unsuitable aquarium conditions, including inappropriate lighting, nutrient availability, water parameters, temperature, or livestock damage.

Normal adaptation to submerged aquarium conditions, including some leaf loss or melting, may occur.

Statutory consumer rights remain unaffected.

11. Aquarium Food and Shrimp Food

Aquarium food and shrimp food products, including the Project 11 range, are not eligible for voluntary change-of-mind returns once opened.

This restriction is necessary because opened food products cannot reliably be verified as uncontaminated or suitable for resale.

Unopened food products may be considered for change-of-mind returns under the standard 14-day policy, provided all eligibility requirements are met.

If a food product arrives damaged, contaminated, incorrectly supplied, or otherwise fails to meet applicable consumer guarantees, please contact us with your order details and supporting photographs where practical.

Project 11 and other Vemtech BioSystems aquarium foods are intended for ornamental aquarium use only.

They are not intended for human consumption or for feeding animals intended for human consumption.

12. Custom and Made-to-Order Products

Customised, personalised, modified, and made-to-order products are not eligible for voluntary change-of-mind returns.

This includes products manufactured, configured, or altered specifically to meet an individual customer's requirements.

If a custom product arrives faulty, damaged, incorrect, or does not comply with its agreed specifications, applicable consumer guarantees and other mandatory rights continue to apply.

13. Product Warranties

Some Vemtech Applications products are covered by a separate product warranty.

Warranty information is available at:

https://vemtech.store/pages/warranty-policy

Any manufacturer or Vemtech warranty is provided in addition to applicable consumer guarantees.

The expiry of a voluntary warranty does not necessarily mean a customer's statutory rights have expired.

14. How to Request a Return or Refund

To request a change-of-mind return, report a product issue, make a Live Arrival Guarantee claim, or request warranty assistance, contact:

support@vemtech.store

Please include:

• Your name

• Your order number

• The product concerned

• A description of the reason for your request

• Photographs or video where relevant

We will assess your enquiry and provide the appropriate next steps.

For change-of-mind returns, please wait for return instructions before dispatching the goods.

Sending goods without contacting us may delay processing or make it difficult to identify your return.

This process does not limit any rights you may have under applicable consumer law.

15. Return Inspection and Refund Processing

When a voluntary return is received, we will inspect the product to confirm that it meets the applicable return conditions.

If the return is approved, we will notify you and calculate the refund, including the applicable 20% restocking fee for change-of-mind returns.

Approved refunds will generally be issued to the original payment method.

Refunds will be initiated promptly after approval, subject to any timeframe required by applicable law.

Additional processing time may be required by your bank, card issuer, or payment provider before funds appear in your account.

For eligible faulty-product claims, refunds and other remedies will be processed in accordance with applicable consumer law, without the voluntary change-of-mind restocking fee.

16. International Orders

Vemtech Applications supplies products to customers in Australia and selected international destinations.

International customers are welcome to request assistance with returns, warranty claims, and product issues.

For voluntary change-of-mind returns, customers are responsible for suitable return postage and any applicable charges, subject to mandatory consumer protection laws.

International returns of products containing lithium batteries may require special packaging, declarations, and approved transport services.

Please contact us before returning such products.

Any mandatory consumer protection rights applying to an international order take precedence over conflicting provisions in this policy.

17. Contact Information

For return requests, refunds, product issues, warranty enquiries, and other order-related assistance:

Vemtech Applications Pty Ltd

Including Vemtech BioSystems

Email: support@vemtech.store

Website: https://vemtech.store

We aim to resolve customer enquiries fairly, efficiently, and in accordance with our obligations under applicable consumer law.

This policy operates alongside all applicable statutory consumer guarantees and does not exclude rights that cannot lawfully be excluded.