Refund policy


REFUND POLICY - Jump Lab Australia
Jump Lab Australia is committed to ethical practices, transparency and the welfare of the spiders we breed and sell. This policy outlines the circumstances under which refunds, replacements or store credit may be offered.

Live Arrival Guarantee
Jump Lab Australia guarantees that all jumping spiders are healthy and alive at the time of dispatch.
In the unlikely event that a spider arrives deceased (DOA - Dead On Arrival), customers must contact us promptly so the situation can be assessed.

Reporting a DOA
To be eligible for assessment:

  • You must contact Jump Lab Australia within 2 hours of delivery
  • Clear photographs must be provided showing the spider as well as the internal and external packaging as received

Claims submitted outside this timeframe or without adequate documentation may not be eligible for review.

Assessment & Resolution
Each DOA report is reviewed on a case by case basis.
If a DOA is confirmed Jump Lab Australia may, at its discretion, offer:

  • A replacement spider (where available)
  • Store credit
  • A refund for the affected animal

The outcome will depend on availability, delivery circumstances and compliance with this policy.

Exclusions - Live Animals
The Live Arrival Guarantee does not apply where:

  • Delivery is delayed due to incorrect or incomplete address details
  • The recipient is unavailable to receive the parcel
  • Parcels are left unattended for extended periods
  • Delays occur due to postal services, weather events or public holidays
  • Delivery or care instructions are not followed

Once a live animal has been delivered and accepted, responsibility for its care transfers to the recipient.

Refunds for Accessories & Non Live Items
Refunds or replacements for non live items (such as enclosures, feeding tools or accessories) may be offered if:

  • The item arrives damaged
  • The item received is incorrect
  • There is a manufacturing defect

Customers must contact us within 48 hours of delivery and provide clear photographs of the issue.

Change of Mind
We do not offer refunds or returns for:

  • Change of mind
  • Incorrect selection by the customer
  • Incompatibility with existing enclosures or setups

This applies to both live and non-live items.

Order Cancellations & Changes

  • May be cancelled up to 24 hours before dispatch by contacting us as soon as possible

Shipping Costs
Shipping costs are non refundable, except where required by Australian Consumer Law.

Refused, Returned or Undeliverable Orders
Jump Lab Australia is not responsible for loss or damage where:

  • An order is refused by the recipient
  • An incorrect address is provided
  • A parcel is returned due to non-collection or delivery failure

Refunds or replacements are not guaranteed in these circumstances.

Australian Consumer Law
This policy operates in addition to rights provided under Australian Consumer Law.
Nothing in this policy limits your statutory rights.

Questions
If you have questions about refunds, replacements or guarantees, please contact us before placing an order.