Fish & Aquatic Pet Guarantees

Pet guarantees

Fish and Aquatic Pet Guarantees

At Kellyville Pets, we want every fish, aquatic invertebrate, and axolotl that leaves our store to thrive in its new home, and to be supported for its whole life.

On this page

• 7-Day Health Guarantee
• Lifetime Rehoming
• Our approach

1. 7-Day Health Guarantee

If your aquatic pet becomes unwell or dies within 7 days of purchase due to a covered illness or condition, we'll provide a voucher for the full purchase price, redeemable in-store within 30 days of issue. This voucher is valid only for the purchase of other fish or aquatic livestock - it can't be used towards aquarium equipment, food, or other products.

Water quality plays a major role in the health of aquatic animals, so as part of assessing your claim we'll test a sample from your aquarium. This helps us understand what may have happened and whether it's covered under this guarantee.

What isn't covered

• Death or illness caused by water quality issues in your aquarium, tank, or pond, including incorrect parameters (such as temperature, pH, ammonia, nitrite, or nitrate), inadequate cycling, or insufficient filtration
• Death or illness caused by incompatible tank mates, overcrowding, or an unsuitable tank size
• Death or illness resulting from injury, stress, or poor handling after purchase
• Natural lifecycle changes, including species with a naturally short lifespan
• Animals not purchased directly from Kellyville Pets

Making a claim

If you're concerned about the health of your aquatic pet within 7 days of purchase, contact us as soon as possible at hello@kellyvillepets.com.au or call us on 02 9629 3282, so we can talk you through the next steps.

To assess your claim, we require:

• A water sample of at least 100ml from the affected tank, in a clean, clear container with no fish in it
• Your receipt or other proof of purchase
• The animal itself - if it has passed away, please bring it in within 48 hours in a sealed container where possible, so we can understand what happened

We know this can be an upsetting time, especially if your pet hasn't made it, and we appreciate you bringing everything in so we can look into it properly.

2. Lifetime Rehoming

If your circumstances change and you're no longer able to care for your aquatic pet, our Lifetime Rehoming guarantee is here to help - for as long as you own it, with no minimum waiting period.

What this policy offers

If you're no longer able to keep your aquatic pet, we'll help you find it a suitable new home. We'd always rather help you find the right path forward than see a pet rehomed without our support - but if you're comfortable and confident rehoming your pet yourself to somewhere suitable, that's okay too. Our support is only there when you need it.

How it works

What we ask of you

• Please contact us as early as possible if you think you may need to rehome your aquatic pet - the sooner we know, the more we can help.
• We require that any relevant background - such as tank setup, known health issues, or behaviour - is shared with us, so we can help find the right fit for its next home.

A few important notes

Our focus here is always the ongoing wellbeing of your aquatic pet. If you're finding an aspect of care difficult, such as maintaining water quality or managing tank mates, let us know - we're happy to help you work through it before rehoming becomes the only option.

Please don't release your fish, aquatic invertebrate, or axolotl into a waterway, pond, or the wild - it's illegal and can be genuinely harmful, both to your pet and to the local ecosystem. This is exactly what this policy is here for, so please reach out to us instead.

Our approach