Refund policy

Live Insects and Frozen Feeders – Dead on Arrival (DOA) or Defrosted

We offer a replacement only if live insects arrive dead or frozen feeders arrive defrosted.

To qualify:

  • Someone must receive the parcel on the first delivery attempt
  • Parcel must not be left outside or in direct sunlight
  • You must contact us within 2 hours of delivery
  • Clear photos/videos of the DOA insects in original packaging are required

DOA coverage does not apply if delivery is missed, delayed, or left unattended.

Frozen Products – Melted on Arrival

We offer a replacement if frozen items arrive fully defrosted.

To qualify:

  • Items must be placed in the freezer immediately
  • Contact us within 2 hours with clear photos of product + packaging
  • Someone must be available on first delivery attempt

We do not refund or replace if:

  • Delivery was missed
  • The parcel was left in the sun
  • Thawing occurred due to delay in bringing the parcel inside

Non-Perishable Items

Refunds/replacements apply under Australian Consumer Law if an item is:

  • faulty or damaged
  • significantly different from its description
  • not fit for purpose

Change-of-mind returns are not offered.

Return Window

You have 48 hours from receiving a non-perishable item to request a return.

To be eligible, items must be:

  • unused and in original condition
  • in original packaging
  • accompanied by proof of purchase

Certain items are non-returnable, including:

  • perishable products (feeders, plants, frozen goods)
  • custom or personalised items
  • sale items or gift cards

How to Request a Return or Claim

Email support@keepbetter.org with:

  • order number
  • photos/videos of the issue
  • brief description of the problem

If accepted, you will receive instructions and a return label.

Items returned without approval will not be accepted.

Refunds (non-perishable)

Once we receive and inspect your return, we will notify you of approval.

Approved refunds are issued to your original payment method within 10 business days.

If more than 15 business days pass after approval, please contact us.

Damages / Incorrect Items

Please inspect your order upon delivery and contact us immediately if an item is defective, damaged, or incorrect so we can resolve it promptly.