Refund and Returns Policy

This policy explains what happens if something goes wrong with an order from Canberra Colony. It sits alongside your rights under the Australian Consumer Law and does not limit them.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Live ants

Ants are living animals, so they are handled a little differently from our other products.

  • How we send them. Live ants go by Express Post within Australia.
  • Where we can’t send them. We don’t post live ants to Western Australia or Tasmania, and checkout won’t accept an order that would. If one gets through, we’ll cancel it and refund it in full.
  • Live arrival. If your ants arrive dead, or the queen is dead on arrival, email us within 48 hours of delivery with a photo or short video. We’ll send a replacement or refund the colony and its postage, whichever you prefer.
  • Collect parcels promptly. If a parcel is held at a post office or locker, please collect it the same or next business day. Please check your delivery address before you order, too: a parcel that goes astray because of a wrong address can’t be covered under the live-arrival promise.
  • After arrival. Colonies can decline after they arrive for many reasons. If you think a colony was unwell when it arrived, contact us and we’ll sort it out with you under the Australian Consumer Law.
  • No change-of-mind returns. We can’t accept live ants back for a change of mind. Please never release ants outdoors; contact us instead and we’ll help.

Formicariums, tools and accessories

  • Faulty, damaged or not as described. Email us as soon as you can with your order number and a photo. We’ll repair, replace or refund it as the Australian Consumer Law requires, and we pay the return postage.
  • Change of mind. You can return unused items in their original packaging within 30 days of delivery. Email us first so we can tell you where to send them. You pay the return postage, and we refund the price of the item once it arrives back with us. The original postage isn’t refunded for a change of mind.

Cancelling an order

If your order hasn’t been posted yet, email us and we’ll cancel it and refund it in full.

How refunds are paid

Refunds go back to the card or payment method you used, within 5 business days of us approving them. Your bank may take a few more days to show the money in your account.

Contact us

Email [email protected] with your order number. We usually reply within two business days.