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Refund policy

HappyBee Returns, Refunds & Shipping Policy

Last updated: 23 August 2025

At HappyBee, we want you to shop with confidence. This policy explains our shipping practices and your rights to refunds, returns, and repairs under Australian Consumer Law (ACL).

1) Shipping Information

  • Where we ship: We deliver to most addresses within Australia. Some items may be restricted (e.g. hazardous materials or oversized items). We do not offer international shipping due to biosecurity and customs restrictions.
  • Dispatch & delivery times: Orders are usually dispatched within 1–3 business days of payment. Typical delivery is 2–10 business days after dispatch. We’ll send tracking details once your order has shipped.
  • Shipping costs: Calculated at checkout. Some products may have a flat-rate option.
  • Live bees: Live bee packages are pickup only. Queen bees may be shipped via Express Post only.
  • Damaged or incomplete deliveries: Please report any damage, missing items, or tampering within 24 hours of delivery.
  • Address accuracy: Please ensure your delivery address is correct at checkout. Orders shipped to an incorrect address provided by the customer may not be refundable.

Quick steps if your parcel is damaged or items are missing

  1. Photograph the parcel, packaging, and the affected items.
  2. Keep all packaging materials.
  3. Email us at hello@happybee.com.au within 24 hours with your photos, order number, and a short description of the issue.

2) Returns & Refunds

  • Your ACL rights: Under the Australian Consumer Law, our customers are entitled to a refund, repair, or replacement if a product has a major problem (e.g. unsafe, misdescribed, or not fit for purpose).
  • Minor problems: We will repair within a reasonable time. If repair isn’t possible, we’ll offer a replacement or refund.
  • Change of mind: We may accept change-of-mind returns within 14 days at our discretion, provided items are unopened, unused, and in saleable condition. The customer pays return shipping.
  • Proof of purchase: A valid order number or receipt is required for all returns.
  • Refund method: Approved refunds are processed back to the original payment method once returned goods are received and inspected. A refund notification will be emailed. Please allow 2–10 business days for the payment to clear depending on your financial institution.

Note on special items:

For biosecurity and animal welfare reasons, live bee packages are not eligible for change-of-mind returns. Queen bee orders follow Australia Post Express handling and our standard ACL responsibilities apply.

Live Bee Orders – Cancellations & Changes

  • Cooling-off period: Orders for live bees may be cancelled within 72 hours of purchase for a full refund.
  • After 72 hours: Once this period has passed, change-of-mind cancellations are not accepted, as bees may be allocated, prepared, scheduled for dispatch, or reserved for pickup.
  • Rescheduling: Where possible, we may offer to reschedule delivery or pickup at our discretion.
  • Australian Consumer Law: Nothing in this policy excludes your rights under the Australian Consumer Law. If live bees are not supplied in accordance with the applicable consumer guarantees, you may be entitled to a remedy.

3) How to start a return (step-by-step)

  1. Contact us: Email hello@happybee.com.au with your order number, the item(s) you’d like to return, and the reason (faulty, not as described, wrong item, change of mind, etc.).
  2. Wait for return authorisation: We’ll reply with your Return Authorisation details and the correct return address/label (if applicable).

    NOTE: It’s important you wait until you’ve received your Return Authorisation before proceeding.
  3. Pack your item(s): Repack securely. Include all original packaging, accessories, and a copy of your order confirmation.
  4. Send it back: Use a trackable postal service. (For change-of-mind returns, the customer covers postage.) Keep your tracking receipt.
  5. Assessment: Once received, we’ll inspect the goods within 3–5 business days.
  6. Outcome:
    • Faulty/ACL claims: We’ll repair, replace, or refund as required by the ACL.
    • Change of mind: If approved, we’ll process a refund to your original payment method (less any shipping paid) within 3–7 business days after inspection.
  7. Confirmation: You’ll receive an email confirmation of your refund or resolution.

Contact

Questions or need help with a return?
Email: hello@happybee.com.au