Return & Refund Policy

1.1 Eligibility for Returns
We accept returns for most products within 5 days of the delivery date, provided the items are in their original condition and packaging. This includes accessories and enclosures. Live invertebrates, however, are not eligible for returns due to the sensitive nature of these animals.

1.2 Non-Returnable Items
The following items are non-returnable:

• Live invertebrates.
• Custom-built enclosures or custom orders.
• Opened or used products (e.g., substrates, food, or equipment).
• Gift cards.

1.3 Return Process
To initiate a return, please contact us at info@invertebrates.com.au with the following details:

• Your full name.
• Order number.
• Reason for return.
• Photos clearly showing order in original packaging and not used.
• 
  

Once we receive your request, we will provide instructions on how to return the item(s). Please note that return shipping costs are the responsibility of the customer unless the return is due to a fault on our part (e.g., incorrect or damaged item sent).

2.1 Refund Eligibility
Once your returned item is received and inspected, we will notify you of the status of your refund. If approved, a refund will be processed to your original payment method. Refunds may take up to 7 business days to appear in your account, depending on your bank or payment provider.

2.2 Full Refunds
Full refunds will be granted in the following cases:

• If the product received is damaged or defective.
• If the wrong item was sent.
• If the order is canceled prior to shipping.

2.3 Partial Refunds
In some cases, only partial refunds may be granted:

• If the item is not in its original condition or packaging.
• If the return is initiated outside the 5 day return window.

2.4 Non-Refundable Items
The following items are non-refundable:

• Shipping costs (unless the return is due to our error).
• Live invertebrates.
• Products marked as final sale or clearance.
• Custom-built enclosures or custom orders.
• Opened or used products (e.g., substrates, food, or equipment).

 If your item arrives damaged or defective, please contact us within 48 hours of receiving the product. You will need to provide clear photos of the damaged item, and we will work with you to arrange a replacement, refund, or credit. 

 You may cancel your order at any time before it has been shipped. To cancel an order, please contact us as soon as possible at info@invertebrates.com.au or 0466 624 861. Once the order has been dispatched, it cannot be canceled, and you will need to follow the return process outlined above. 

 Unless the return is due to an error on our part, the customer is responsible for all return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance. We cannot guarantee that we will receive your returned item. 

Orders must be returned to The Insect Shop in order to process any and all refund requests. Refunds will not be sent otherwise.

 We reserve the right to modify or update this policy at any time. Any changes will be posted on our website, and your continued use of our services constitutes your acceptance of the updated terms. 

If you have any questions or concerns regarding our Return and Refund Policy, please contact us at:

The Insect Shop
Sydney, Australia
info@invertebrates.com.au 

0466 624 861