Refund policy
Refund & Returns Policy
Last updated: 19 October 2026
Your rights under the Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
Nothing in this policy limits those rights. The guarantees and timeframes below are extras we offer on top of them, and they show you the fastest way to get help.
Live Arrival Guarantee
Every live animal, feeder culture and live plant we ship is covered by our Live Arrival Guarantee. If your order arrives dead, or a plant arrives badly damaged, we'll send a replacement with free shipping on the next available live dispatch. If you'd prefer a refund, or we can't replace it, we'll refund the item.
How to claim
- Contact us within 1 hour of delivery (the delivery time shown on your tracking). Email info@biotastudio.com.au or call [phone] and include your order number.
- Send clear photos or a short video showing the box as it arrived and the animal in its container. Please do this before you discard any packaging.
- If your order contains other animals, settle the healthy ones first. A quick photo of any losses is all we need to start the claim.
- Keep the animal and packaging until we reply, in case we need more photos.
Colonies, cultures and group listings
For listings sold as a group (for example isopod or springtail colonies, or multiple animals in one listing), we replace the number that arrived dead. If a fruit fly culture or other feeder culture arrives unviable, we'll send a new one.
What the guarantee doesn't cover
- Claims reported more than 1 hour after delivery, unless the delay was genuinely outside your control. Talk to us either way.
- Parcels left unattended because nobody was available to receive them, or not collected from the post office on the day of the first delivery attempt.
- Orders sent to an incorrect or incomplete address, a PO Box or a parcel locker.
- Orders you asked us to send during a weather hold after we advised against it.
- Losses after arrival caused by enclosure conditions, moulting difficulties or natural old age. Mature male spiders and tarantulas naturally have a short lifespan once mature.
- Natural variation in colour, pattern or size, the sex of unsexed or "probable sex" animals, and minor leaf loss or bruising on plants from transit.
Reptiles and frogs from our breeder network
Reptiles and frogs are sold online only and come from our network of more than 80 licensed breeders. When you receive your animal, by delivery or by pickup from the breeder, check it straight away. If anything is wrong, tell the driver or breeder and contact us within 1 hour of handover with photos or video.
If your animal shows signs of illness within [7] days that were likely present before handover, contact us. We'll work with the breeder on a replacement or refund, and we may ask for a vet's report. If your licence can't be verified, or doesn't cover the species, we can't release the animal and we'll refund your order in full.
Change of mind (dry goods only)
If you change your mind about an unused dry-goods item, you can return it within [14] days of delivery or pickup for a refund or exchange, as long as it is:
- unused and unopened, in its original packaging and in a condition we can resell
- accompanied by proof of purchase
Contact us before sending anything back so we can confirm the return. You pay the return shipping, and original shipping costs aren't refunded. You're also welcome to return items in person at our Surry Hills studio.
We can't accept change-of-mind returns on:
- live animals, feeder cultures, live plants and moss
- opened substrates, soil mixes, leaf litter, botanicals and food (for hygiene and biosecurity reasons)
- Terrarium Putty and other mixed-to-order products
- enclosure kits once assembled, siliconed or modified, and anything custom-made
- gift cards
This only applies to change of mind. If any of these items is faulty, your Australian Consumer Law rights still apply.
Damaged, faulty or incorrect items
If a supply item arrives damaged, is faulty or isn't what you ordered, contact us as soon as you can (ideally within 48 hours of delivery) with photos of the item and packaging. We'll repair, replace or refund it in line with the Australian Consumer Law, and we'll cover the return shipping.
For glass enclosures and pallet deliveries, inspect the goods before you sign for them or leave the studio. Note any damage on the delivery paperwork and photograph it.
Lighting, heating, misting systems and thermostats may also carry a manufacturer's warranty, which we're happy to help you claim. Globes and UV tubes have a limited working life, and a normal end of life isn't a fault.
Cancellations
- Before dispatch: we can cancel your order for a full refund. Contact us as early as possible.
- Live shipments: you can cancel free of charge until the Sunday 11am cut-off before dispatch.
- Reptiles and frogs: you can cancel free of charge until the breeder has dispatched the animal or your pickup time has been confirmed.
- After dispatch: the order can't be cancelled, but the change-of-mind rules above still apply to eligible items.
We may cancel an order and refund it in full if:
- an item becomes unavailable
- a price was clearly listed in error
- a licence can't be verified
- the weather prevents safe shipping and you'd rather not wait
- we suspect fraud
How refunds are paid
Approved refunds are made to your original payment method within [5] business days. Your bank may take a few more days to show the funds. We only issue store credit if you ask for it.
Services
Custom enclosures, zoo and exhibit design, leased displays, maintenance plans and workshops are covered by their own terms:
- Custom Enclosure & Design Terms
- Leased Display & Maintenance Terms
- Workshop Booking Terms