Returns & refunds
Ordered the wrong monitor, changed your mind or received something that is not working? Here is how to get help, what you can return and who pays the postage.
Policy pages: 31 October 2026
30 days to change your mind
For a change of mind, you can return an item within 30 days of the day it reaches you. This applies to purchases made through our online store or following an agreed quotation. If you are unsure whether a model suits your bottle or tank, contact us before ordering.
Condition of the item
Change-of-mind returns must be unused, complete and in the original packaging, with the supplied parts, fittings and manuals. An installed or used monitor does not meet these change-of-mind conditions. These conditions do not restrict your rights if an item is faulty or not as described.
Who pays return postage
For a change of mind, you pay the return postage. If the item is faulty, damaged in transit or not what you ordered, we cover the return postage. Contact us first so we can confirm the return arrangements and address; please do not send a parcel to an address on its packaging without checking with us.
How refunds are paid
Once we have received and checked an eligible return, we refund the amount you paid within 14 days to the original payment method. We email you when the refund is issued. Your bank or payment provider may take additional time to show it in your account.
Faulty or incorrect items
Please contact us as soon as you notice a fault, transit damage or an incorrect item. Include your order reference and a description of the problem, with photos where helpful. We will assess the issue and arrange the appropriate repair, replacement or refund. You do not have to report a fault within the 30-day change-of-mind window to exercise your statutory consumer rights.
How to start a return
Email support@wisetank.co with your order number or proof of purchase, the model and the reason for your return. We will confirm the next steps, the return address and any postage arrangements. Keep your return tracking details until the matter is resolved.
Your legal rights
Our 30-day change-of-mind policy is an extra store benefit, not a deadline for your legal rights. Nothing here excludes or limits applicable rights under the Australian Consumer Law or the New Zealand Consumer Guarantees Act 1993. For a major failure, Australian consumers can choose a refund or replacement; other faults may be remedied by repair or replacement as required by law.