Refund policy

At Butterfly Kidz, our Hatching Kits are guided by nature. While we do everything we can to provide healthy chrysalises and clear care instructions, butterflies are living creatures and, in rare cases, may not emerge successfully.

Butterfly Hatching Kit Replacement Policy

If your butterfly does not emerge, we will provide a replacement free of charge where:

all care instructions were followed correctly;
the chrysalis was stored and handled as instructed;
you contact us within 30 days of receiving your kit;
you provide a clear photo of the chrysalis and setup; and
the butterfly has not emerged due to natural causes rather than mishandling, incorrect storage, damage, overheating, over-misting, or failure to follow the instructions.

To request a replacement, please contact us at info@butterflykidz.com.au with your order number, a brief description of the issue, and clear photos of the chrysalis and setup.

Once reviewed and approved, we will arrange a replacement at no cost to you.

Returns

Due to the live and perishable nature of our Hatching Kits, we generally cannot accept returns once the kit has been dispatched or received, unless required under Australian Consumer Law.

For non-live products, we have a 30-day return policy. This means you have 30 days after receiving your item to request a return.

To be eligible for a return, the item must be in the same condition that you received it, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, please contact us at info@butterflykidz.com.au.

Please note that returns will need to be sent to the following address:

453 Auburn Rd, Hawthorn VIC 3122

If your return is accepted, we will provide instructions on how and where to send your package. Items sent back to us without first requesting a return may not be accepted.

You can always contact us with any return or replacement questions at info@butterflykidz.com.au.

Damages and Issues

Please inspect your order as soon as it arrives and contact us immediately if the item is defective, damaged, incorrect, or if there is an issue with your Hatching Kit.

Please include your order number, a description of the issue, and clear photos so we can assess the problem and make it right.

Exceptions / Non-Returnable Items

Certain items cannot be returned due to their nature, including live or perishable products, custom products, special orders, personalised items, and gift cards.

Please contact us if you have questions or concerns about your specific item.

Exchanges

For non-live products, the fastest way to ensure you receive the item you want is to return the original item, and once the return is accepted, place a separate order for the new item.

For Butterfly Hatching Kits, eligible issues will generally be handled through our replacement process rather than an exchange or standard return.

Refunds

If a return is approved, we will notify you once we have received and inspected the item. If approved, your refund will be processed back to your original payment method within 10 business days.

Please remember it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at info@butterflykidz.com.au.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

This policy does not limit or replace any rights you may have under Australian Consumer Law.