Refund & Returns Policy
Refund & Returns Policy
Effective Date: 7 February 2026
Last Updated: 7 February 2026
Introduction
At Little Creatures Zooplankton and Aquaculture, we are committed to delivering the highest‑quality live marine cultures in Australia. Every batch of copepods, phytoplankton, and microfauna is hand‑cultured, bottled fresh, and shipped with care to ensure maximum viability on arrival.
This Refund & Returns Policy explains your rights, our guarantees, and how we protect your purchase when ordering live aquaculture products online.
Business Details:
Little Creatures Zooplankton and Aquaculture
Castle Hill, NSW, Australia
ABN: 26 487 799 265
Email: littlecreaturesau@gmail.com
100% Live Arrival Guarantee
We guarantee that all live cultures arrive alive, active, and healthy when shipped under normal conditions. Our products are bottled fresh and typically remain viable for:
- Up to 10 days without refrigeration
- Up to 21 days when refrigerated
- Up to 3 months for refrigerated phytoplankton blends
Note: Shelf life may vary depending on transit time, climate, and storage conditions. For best results, refrigerate immediately upon arrival and store away from heat and direct sunlight.
Dead on Arrival (DOA) Policy
If your live cultures arrive dead or in poor condition, you are fully protected by our 100% replacement guarantee or store credit option.
To Qualify for DOA Coverage:
- Notify us within 24 hours of delivery
- Email littlecreaturesau@gmail.com with your order number
- Provide evidence only if requesting a cash refund
Your DOA Resolution Options:
1. Free Replacement (No Evidence Required)
We resend replacement stock of equal or greater value at no cost.
2. Store Credit (No Evidence Required)
Receive store credit equal to the full value of the affected items.
3. Cash Refund (Evidence Required)
Clear photo/video evidence required. Refunds are processed within 5–7 business days to your original payment method.
Automatic Replacement for Courier Delays
If your order does not arrive within the same working week due to courier delays, we automatically offer replacement stock or store credit — no questions asked.
Monday Shipment Guarantee
All Monday shipments are covered by our 100% replacement guarantee. If any issues occur, we will replace or credit your order automatically.
Delivery Guarantee
We guarantee live arrival for all orders delivered within 10 days of dispatch, excluding extreme weather or natural disaster conditions.
Returns Policy
No Returns on Live Products
Due to the perishable and bio‑sensitive nature of live organisms, we cannot accept returns for change of mind. All sales are final unless covered under our DOA policy.
Why Returns Are Not Possible:
- Live cultures are time‑sensitive
- Viability cannot be verified once returned
- Storage conditions vary between customers
- Biosecurity and contamination risks
Refund Processing
Refunds are issued to the same payment method used at checkout.
Processing Time:
- Refunds approved within 5–7 business days
- Banks or payment providers may require additional time to release funds
Order Cancellations
Customer‑Initiated Cancellations
Orders may be cancelled or modified within 2 hours of purchase by emailing us.
Once preparation or packing begins, cancellations are no longer possible.
Our Right to Cancel
We may cancel orders due to:
- Stock shortages
- Pricing or listing errors
- Suspected fraud or misuse
If we cancel your order, you receive a full refund.
Shipping Delays & Extreme Weather
We may delay shipping during:
- Heatwaves or extreme temperatures
- Public holidays
- Natural disasters (fires, floods, storms)
- Courier disruptions
If shipping is paused, customers may choose to:
- Reschedule dispatch
- Receive store credit
- Request replacement stock when conditions improve
Product Quality After Delivery
Storage Recommendations
To maintain product quality:
- Refrigerate immediately
- Avoid sunlight and heat
- Keep temperatures stable
- Follow product‑specific instructions
Quality Concerns After Delivery
If issues arise within the expected shelf life, contact us with:
- Order number
- Description of the issue
- Photos or video (if available)
We will assess and may offer:
- Replacement
- Partial refund
- Store credit
Note: We cannot cover issues caused by improper storage or handling.
Wholesale Orders
Wholesale customers receive:
- Priority replacement dispatch
- Flexible resolution options
- Direct support for urgent issues
Australian Consumer Law (ACL)
Nothing in this policy overrides your rights under the Australian Consumer Law.
Under the ACL, you are entitled to:
- Goods of acceptable quality
- Products that match their description
- Refunds or replacements for major failures
- Compensation for foreseeable loss or damage
Our guarantees operate in addition to your ACL rights.
What We Are Not Responsible For
To the extent permitted by law, we are not liable for:
- Tank‑specific compatibility issues
- Reproduction or breeding outcomes
- Long‑term survival after acclimation
- Improper handling or acclimation
- Reduced shelf life due to heat, transit time, or poor storage
- Use of products outside recommended guidelines
- Products used past their shelf‑life window
Contact Us
For DOA claims, questions, or support:
Little Creatures Zooplankton and Aquaculture
Email: littlecreaturesau@gmail.com
Website: https://littlecreatureszooplanktonandaquaculture.com.au
Typical Response Time: Within 24 hours
We’re here to help and committed to ensuring your reef receives the highest‑quality live cultures.
Policy Updates
This policy applies to all online, wholesale, and direct orders.
We may update this policy periodically.
The “Last Updated” date reflects the most recent revision.