TERMS AND CONDITIONS

Last Updated: 7 June 2026

1. ABOUT US

This website is operated by Fins and Fur Pty Ltd ("we", "us", "our"). By accessing our website, placing an order, or using our services, you agree to be bound by these Terms and Conditions.

Contact Details:
Fins and Fur Pty Ltd
Email: j.sonners@finsandfur.com.au

2. ELIGIBILITY

By using this website, you confirm that you are at least 18 years of age or have permission from a parent or guardian to use our services.

You agree that all information provided to us is accurate, current, and complete.

3. PRODUCTS AND SERVICES

We strive to ensure product descriptions, pricing, images, and availability are accurate. However, errors may occasionally occur.

Colours and appearances may vary depending on your device and display settings.

We reserve the right to:

• Limit quantities purchased.
• Refuse or cancel orders.
• Discontinue products without notice.
• Correct pricing or description errors.

4. ORDERS

Placing an order constitutes an offer to purchase.

Orders are not accepted until payment has been received and we confirm acceptance.

We reserve the right to refuse, cancel, or limit any order at our discretion, including where:

• Products are unavailable.
• Pricing errors occur.
• Fraudulent activity is suspected.
• Shipping restrictions apply.

If an order is cancelled after payment has been received, a full refund will be issued.

5. PRICING AND PAYMENT

All prices are displayed in Australian Dollars (AUD).

Prices may change without notice.

Payment must be received in full before goods are dispatched.

Accounts & Deferred Payments

Fins & Fur Pty Ltd does not offer customer accounts or ongoing credit facilities.

In exceptional circumstances, such as computer system outages, payment processing failures, or other unforeseen technical issues, customers may be permitted to collect goods prior to payment being finalised. In these instances, an invoice will be issued and must be paid in full within seven (7) days of the collection date.

Any invoice remaining unpaid after fourteen (14) days from the collection date will incur a late payment fee of ten percent (10%) of the outstanding balance per week, calculated weekly until the invoice is paid in full.

Fins & Fur Pty Ltd reserves the right to suspend future sales, refuse further supply of goods or services, and pursue debt recovery action where invoices remain unpaid.

6. SHIPPING AND DELIVERY

Delivery timeframes are estimates only and are not guaranteed.

Fins and Fur Pty Ltd is not responsible for delays caused by:

• Postal or courier services.
• Weather events.
• Customs processing.
• Circumstances outside our reasonable control.

Risk in goods passes to the customer upon delivery.

7. RETURNS, REFUNDS AND EXCHANGES

Change of Mind

We do not offer refunds, returns, or exchanges for change of mind purchases. Please choose carefully before purchasing.

Faulty, Incorrect or Damaged Products

Returns or exchanges may be accepted within 7 days of purchase where:

• The item is faulty.
• The incorrect item was supplied.
• The item was damaged prior to receipt.
• The incorrect size was supplied.

Proof of purchase is required.

Returned items must:

• Be returned within 7 days.
• Include all original packaging where possible.
• Not show signs of misuse, neglect, or accidental damage.

Where a claim is approved, we may offer:

• A replacement product.
• An exchange.
• A repair.
• A refund.

Australian Consumer Law

Nothing in these Terms excludes or limits your rights under the Australian Consumer Law.

Customers are entitled to remedies for major failures and compensation for any reasonably foreseeable loss or damage.

8. LIVE ANIMAL SALES

Where permitted by law, live animals are sold only to customers who can provide appropriate housing and care.

Fins and Fur Pty Ltd reserves the right to refuse the sale of any animal where we believe suitable care cannot be provided.

Due to the nature of live animals:

• No refunds or exchanges are provided for change of mind.
• Health concerns must be reported as soon as possible after purchase.
• We may request veterinary documentation before assessing any claim.

Customers are responsible for researching the care requirements of any animal prior to purchase.

LIVE FISH GUARANTEE 

At Fins & Fur, we are confident that our fish leave the store happy, healthy, and in excellent condition.

If a fish passes away within the first twenty-four (24) hours of purchase, we may offer a replacement or store credit provided that:

• We are notified within seventy-two (72) hours of the purchase date.

• Clear photographs of the fish are provided, ideally when first discovered or immediately after being removed from the aquarium.

• A water sample from the aquarium conditions prior to any water changes is provided.

• If a water change has already been completed, a sample of the water after the change must also be provided.

• Water testing indicates the aquarium parameters are suitable for the species purchased.

These requirements allow us to gain a clear understanding of what may have occurred within the aquarium and help us provide the most appropriate advice and support.

If the water parameters are within the acceptable range for the species, a store credit equal to up to fifty percent (50%) of the fish's purchase price may be issued. This credit must be used within thirty (30) days of issue.

Where it is determined that a fish was sold with an existing illness, injury, or condition that should reasonably have been identified by Fins & Fur prior to sale, a replacement fish or full store credit may be offered at the discretion of management.

Newly Arrived Fish

• Fish purchased from a shipment that has recently arrived in store are not covered under this guarantee.

• As these fish have not yet undergone our standard monitoring and observation period, all guarantees are void on newly arrived stock.

Fish Compatibility Exchanges

• If a newly purchased fish is incompatible with existing livestock, customers must first follow any recommendations provided by Fins & Fur staff to resolve the issue.

• If the issue remains unresolved within seventy-two (72) hours of purchase, we may offer an exchange for another fish of similar value, subject to availability.

• Where an exchange is not available, a store credit equal to up to fifty percent (50%) of the fish's purchase price may be issued.

• The fish must be returned alive, healthy, and free from signs of illness or injury to qualify for an exchange or store credit.

Exclusions

The Live Fish Guarantee and any associated store credit, exchange, replacement, or refund are void where:

• The customer has been advised by Fins & Fur staff that the fish may not be suitable for their aquarium, livestock, water parameters, level of experience, or where staff have expressed any concerns whatsoever regarding the purchase. If Fins & Fur staff are even 1% uncomfortable or unhappy with the suitability, welfare, compatibility, health, transport, or likely outcome of the sale and the customer chooses to proceed against advice, all guarantees, exchanges, replacements, and store credits are void.

• Appropriate acclimation procedures have not been followed, including both temperature acclimation and water parameter acclimation.

• Water quality is found to be outside the acceptable range for the species purchased.

• Required photographs and water samples are not provided within the requested timeframe.

• The fish was purchased from a newly arrived shipment that had not completed our observation period.

• The fish has been subjected to aggression, unsuitable tank mates, inadequate tank size, improper filtration, or any other husbandry practices deemed unsuitable for the species.

Right to Refuse Sale

Fins & Fur reserves the right to refuse the sale of any fish or aquatic livestock where staff believe the animal's welfare may be compromised or where the proposed environment is unsuitable.

Final Assessment

Fins & Fur reserves the right to determine eligibility for guarantees, exchanges, replacements, and store credits based on the information provided, water testing results, husbandry practices, and the overall circumstances of the claim.

This version gives you a lot of protection while still showing that you'll stand behind your fish when the issue is genuinely on the store's side.

9. GROOMING SERVICES

While every reasonable care is taken during grooming, Fins and Fur Pty Ltd is not responsible for pre-existing health conditions, skin sensitivities, behavioural issues, or medical conditions that may become apparent during the grooming process.

Customers must disclose any known health concerns, injuries, behavioural issues, or medical conditions prior to their appointment.

In cases of severe matting, additional charges may apply due to the extra time, care, and equipment required.

Appointments cancelled with less than 48 hours' notice may incur a $25 cancellation fee.

Failure to attend a scheduled appointment without notice ("no-show") may also result in a $25 cancellation fee and may require pre-payment for future bookings.

Customers who repeatedly cancel appointments with insufficient notice may be required to pay a deposit or pre-pay for future grooming appointments.

For the safety of our staff and other animals, we reserve the right to refuse or discontinue grooming services where an animal displays aggressive or unsafe behaviour.

10. INTELLECTUAL PROPERTY

All website content, including text, graphics, logos, images, and branding, remains the property of Fins and Fur Pty Ltd unless otherwise stated.

No content may be copied, reproduced, or distributed without written permission.

11. THIRD-PARTY LINKS

Our website may contain links to third-party websites. We are not responsible for the content, accuracy, or practices of external sites.