Refund, Replacement & Cancellation Policies

At Butterfly Adventures, we take great pride in providing high-quality products, live materials, and memorable educational experiences. Due to the nature of our services and live animals, specific conditions apply to refunds, replacements, and cancellations.

Please read the following policy carefully before making a purchase or booking.

Products

Proof of Purchase

All refund or replacement requests must include valid proof of purchase (invoice, receipt, or order confirmation).

Damaged or Incorrect Items

If your order arrives damaged, faulty, or incorrect:

• Notify us within 24 hours of delivery.
• Email info@butterflyadventures.com.au with:
  • Your order number
  • A description of the issue
  • Clear photographs of the item and packaging

Once assessed, we will arrange a replacement, refund, or store credit where appropriate.

Live Material (Caterpillars, Pupae, Butterflies, and Insect Kits)

Because live insects are sensitive to environmental conditions, customers must follow all provided care instructions.

We will offer a replacement or credit if:

• Care instructions were followed correctly
• The issue occurred despite proper care
• The problem resulted from verified transit delays or damage

Butterfly Adventures reserves the right to request evidence of care conditions before approving a replacement.

Non-Refundable Situations

Refunds or replacements will not be provided where:

• Transit risks were disclosed and accepted at purchase
• The parcel was left unattended, redirected, or forwarded
• The package was not collected from the post office or delivery point in time
• The order was not unpacked within 24 hours of delivery
• Butterflies were kept in packaging beyond the advised release window
• Care instructions were not followed
• Incorrect shipping information was supplied by the customer

Return Shipping Costs

If an 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.

Additional Children

If attendance exceeds the agreed number:

• Up to 5 additional children — $50 + GST
• More than 5 additional children — an extra session will be required and charged accordingly

Parties

All invoices are due fifteen (15) business days prior to your event. If your booking is confirmed less than fifteen days prior to the event, the invoice is due the day of confirmation. Unless otherwise arranged. 

Confirmation is a formal email from Butterfly Adventures with all your event details. 

Please note: Bookings are not confirmed until all party details are received and payment has been made. We cannot hold dates without this.

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.

Where possible, we may offer a rescheduled date instead of cancellation.

Events

Any changes to event times must be communicated no later than five (5) business days prior to the scheduled booking date. Failure to notify us within this timeframe may result in the full quoted fee being charged.

Cancellations made within five (5) business days of the scheduled event date will incur a charge of 50% of the total cost.

Weather Policy

For outdoor events:

• Customers are responsible for arranging a suitable undercover or indoor backup space.
• If unsafe weather conditions occur (extreme heat, heavy rain, strong winds), Butterfly Adventures reserves the right to modify, pause, or reschedule the service to protect staff, guests, and animals.

No refunds will be issued due to weather where a safe alternative space is available.

If our staff arrive to your event and conditions are unsafe and you do not provide suitable backup space, you will not be eligible for a refund.

Force Majeure

Butterfly Adventures is not liable for cancellations or delays caused by circumstances beyond our control, including but not limited to:

• Extreme weather
• Natural disasters
• Government restrictions
• Venue closures
• Transport disruptions from the guests
• Illness outbreaks

In these cases, we will prioritise rescheduling where possible.

Our Commitment to Animal Welfare

As a business working with live animals, their safety and wellbeing guide our operational decisions. On rare occasions, availability may be impacted by breeding conditions, seasonal factors, or environmental changes. If this occurs, we will communicate promptly and provide suitable alternatives where possible.

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

Purchase or booking with Butterfly Adventures confirms acceptance of this policy.