Refund, Replacement & Cancellation Policies

At Butterfly Adventures, we want to make sure you’re completely satisfied with your purchase and our services. Here’s a rundown of our policies:

Products

• Requesting a Refund – please provide proof of purchase, such as copy of invoice, payment receipt or order number.
• Damaged or Defective Items – If your item arrives damaged or defective, we’ll happily exchange it for the same product. Please email a clear image of the item to us at info@butterflyadventures.com.au.
• Live Material (Caterpillars, Pupae, Butterflies) – We offer replacements if our care instructions were followed and the issue occurred despite of this.  We may also replace/refund the products if the damages occurred due to delays in transit.
• Non-Refundable Items – We are unable to offer a refund for the following reasons if:

1. You were informed of possible transit risks and accepted them at the time of purchase.
2. The package was not unpacked within one day of arrival.
3. Live butterflies were kept in packaging past the advised release date.
4. The package was forwarded to another address after delivery. 
5. The package was not collected at the Post Office when it arrived.  (This applies to Chrysalis, Caterpillar and Spiny Kits, Chrysalis and Caterpillar refills, Butterfly Release packages).
6. Care instructions were not followed.

• Return Shipping Costs – If the item is genuinely faulty, we’ll cover the cost of return shipping.  No return shipping fees will be deducted from your refund.

Services

• Incursions – Any changes to the number of sessions must be communicated via email no later than five (5) business days prior to the scheduled booking date. Failure to do so will result in the full quoted amount being invoiced.  Cancellations made within five (5) business days of the scheduled incursion date will incur a charge of 50% of the total cost, as specified in the original invoice.
• Parties – Any changes to the party format must be communicated via email no later than five (5) business days prior to the scheduled booking date. Failure to do so will result in the full quoted amount being invoiced.  Cancellations made within five (5) business days of the scheduled booking date will incur a charge of 50% of the total cost, as specified in the original invoice.
• Events – Any changes to the event times must be communicated via email no later than five (5) business days prior to the scheduled booking date. Failure to do so will result in the full quoted amount being invoiced.  Cancellations made within five (5) business days of the scheduled event date will incur a charge of 50% of the total cost, as specified in the original invoice.

Questions? We’re here to help! If you have any questions, reach out to us at info@butterflyadventures.com.au