OUTERREEF CUSTOMER INFORMATION
Store Policies
Please read the following policies before placing an order with OuterReef.
SHIPPING & LIVE CORAL DOA POLICY
All OuterReef livestock is carefully inspected, packed and prepared to give each coral the best possible chance of arriving safely.
ALL LIVE CORAL ORDERS ARE DISPATCHED ON MONDAYS, unless another arrangement has been confirmed.
We currently offer EXPRESS LIVESTOCK DELIVERY TO NSW, QLD, VIC, ACT AND SOUTH AUSTRALIA, generally within 1–3 BUSINESS DAYS, with shipping starting from $30.
Freight services may include Australia Post Express and Aramex Priority.
WE DO NOT CURRENTLY SHIP LIVE CORALS TO WA, NT OR TASMANIA.
DEAD ON ARRIVAL (DOA)
A coral may be considered DEAD ON ARRIVAL (DOA) when it is clearly deceased at the time of delivery.
Shipping stress is normal. Corals may arrive closed, retracted, deflated, sliming, pale or temporarily discoloured. These signs alone do NOT automatically mean a coral is DOA.
Any DOA claim must be reported to OuterReef ON THE DAY OF DELIVERY AND AS SOON AS POSSIBLE AFTER RECEIVING THE PARCEL.
Claims should include:
- A clear photo or video of the affected coral INSIDE THE ORIGINAL SEALED BAG OR CONTAINER where reasonably possible.
- Your ORDER NUMBER.
- Details of the issue.
- Additional photographs or video if requested.
Please email claims to outerreef.au@gmail.com.
Please DO NOT DISCARD THE CORAL OR PACKAGING until the claim has been assessed.
APPROVED DOA CLAIMS
Our FIRST PRIORITY IS TO REPLACE THE AFFECTED CORAL where suitable stock is available.
If a replacement is unavailable, a suitable remedy may include STORE CREDIT OR A REFUND FOR THE AFFECTED CORAL, depending on the circumstances and your rights under Australian law.
Shipping charges are generally non-refundable for change-of-mind matters. Nothing in this policy excludes any shipping or other costs that OuterReef is required to reimburse under the AUSTRALIAN CONSUMER LAW.
COURIER DELAYS
Once livestock is handed to the freight provider, some circumstances are outside OuterReef's direct control. If a parcel is significantly delayed or mishandled, any livestock claim will be assessed INDIVIDUALLY using tracking information, delivery circumstances and the evidence supplied.
THE OUTERREEF DOA GUARANTEE MAY BE VOID IF:
- No one is available to receive the parcel and it is left unattended for an unreasonable period after delivery.
- An incorrect or incomplete delivery address was supplied.
- The customer redirects or reschedules the delivery after dispatch.
- Livestock is transferred, on-sold or moved from the original delivery address before a claim can reasonably be assessed.
- The coral is exposed to unsuitable conditions after successful delivery.
- The coral is incorrectly acclimated or handled after delivery.
- Reasonably requested evidence is not supplied.
- The DOA claim is not made within the stated claim period.
These conditions relate to OuterReef's additional DOA guarantee and do NOT exclude rights that cannot legally be excluded under the Australian Consumer Law.
REFUNDS & RETURNS
Please choose livestock carefully. Because corals are live animals, OuterReef does not generally accept CHANGE-OF-MIND RETURNS for livestock after delivery.
For dry goods or equipment, change-of-mind returns may be considered at OuterReef's discretion where the item is unused, unopened and in resalable condition.
This does not affect your legal rights where goods are faulty, incorrectly described, unsafe or otherwise fail to meet applicable consumer guarantees.
If you believe an item is faulty or there is a problem with your order, contact OuterReef at outerreef.au@gmail.com with your order number and details of the issue.
ORDER & PAYMENT POLICY
Orders are not confirmed until payment has been successfully completed.
Customers are responsible for checking that their NAME, EMAIL, DELIVERY ADDRESS AND DELIVERY DETAILS ARE CORRECT before completing an order.
OuterReef may contact a customer if additional information is required before an order can be dispatched.
If an item becomes unavailable before fulfilment, OuterReef will contact the customer and arrange an appropriate replacement, store credit or refund as applicable.
WYSIWYG & LIVESTOCK CONDITIONS
Products marked WYSIWYG — WHAT YOU SEE IS WHAT YOU GET are sold as the individual coral or frag shown in the product listing, subject to reasonable changes in appearance associated with lighting, photography and normal coral behaviour.
Coral colour can vary depending on aquarium lighting, spectrum, water chemistry, nutrients, flow, photography equipment and display settings.
Growth, colour development and long-term survival after successful delivery cannot be guaranteed because these depend heavily on the customer's aquarium conditions and husbandry.
Coral size measurements, where provided, should be treated as reasonable approximations unless specifically stated otherwise.
PRIVACY POLICY
OuterReef may collect information that is reasonably required to process orders, provide customer accounts, arrange delivery, respond to enquiries and operate the website.
This may include:
- Name.
- Email address.
- Phone number.
- Delivery and billing information.
- Order and transaction information.
- Customer account information.
OuterReef does NOT intentionally store customers' complete payment-card details on the OuterReef website. Payment processing is handled through third-party payment providers.
Personal information is used only for legitimate business purposes such as fulfilling orders, customer service, account administration, fraud/security prevention and complying with applicable legal obligations.
OuterReef will take reasonable steps to protect customer information against unauthorised access, disclosure, loss or misuse.
Questions about personal information can be sent to outerreef.au@gmail.com.
TERMS & CONDITIONS
By placing an order with OuterReef, you agree to provide accurate information and to comply with the applicable shipping, livestock and payment conditions displayed on this website.
OuterReef reserves the right to refuse or cancel an order where there is a genuine pricing error, suspected fraud, payment issue, stock discrepancy, delivery restriction or other legitimate reason.
If OuterReef cancels an order after payment has been received, the customer will receive an appropriate refund for the cancelled items.
Website photographs, product descriptions and prices may be updated from time to time. OuterReef aims to keep all information accurate but may correct genuine errors when discovered.
Nothing in these Terms & Conditions is intended to exclude, restrict or modify any right or remedy that cannot lawfully be excluded under Australian law.
AUSTRALIAN CONSUMER LAW
OUR GOODS COME WITH GUARANTEES THAT CANNOT BE EXCLUDED UNDER THE AUSTRALIAN CONSUMER LAW.
Nothing in an OuterReef policy, DOA guarantee, warranty or condition of sale is intended to remove or restrict any consumer guarantee or remedy that applies by law.
Where goods fail to meet an applicable consumer guarantee, customers may be entitled to a remedy such as a replacement, refund or other remedy depending on the circumstances and the nature of the failure.
For assistance with an order or policy question, contact outerreef.au@gmail.com.