Refund policy
Returns & Exchanges
Please choose carefully as we do not refund for change of mind.
Our Return Policy
We will happily provide an exchange due to change of mind providing ALL the following conditions are met:
1. The items with the original receipt are returned within 30 days of purchase.
2. The item has not been used and is in its original condition as purchased, including all packaging with original tags and labels attached.
3. A refund is required under Australian Consumer Law due to one of the following:
· the item was faulty when purchased and requires repair or replacement
· the item does not match the description provided
· the item does not do what it was advertised to do
4. Item purchased on sale cannot be refunded
Returns – Additional Information
Provided the conditions in our return policy have been met, a refund will be processed using the original form of payment.
Please note that delivery costs will be excluded from the refund amount unless goods are returned in accordance with your statutory rights (e.g., they are faulty or not as ordered).
Please note that unless expressly agreed otherwise in accordance with the Australian Consumer Law, you are responsible for the costs of returning the items to us.
All returns or exchanges remain the responsibility of the purchaser until received by SEA Life Melbourne.
How to return purchases made in-store
Purchases made in store need to be returned in person at the Sealife Melbourne Retail Store. The items must meet the conditions listed above.
Exchanges are subject to stock availability.
To start a return, you can contact us at slmacommercial@merlinentertainments.biz. Please note that returns will need to be sent to the following address: CNR King St & Flinders St, Melbourne, Vic, 3000
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at slmacommercial@merlinentertainments.biz.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at slmacommercial@merlinentertainments.biz.