Terms & Conditions


These Terms and conditions shall override any terms detailed in any order, or any terms provided verbally by a representative of Hatched Pet Supplies. Only the most recent publicly available version of these terms will apply to all matters relating to our provision of services. These terms of service contain important information about ordering, processing, fulfilment and delivery of goods, plus limitations of liability which may affect the buyer.


By visiting our website or placing an order, the buyer agrees to these Terms of Service, which constitutes a legally binding agreement for the supply of goods.

The buyer must:
Be of legal age (18+) to enter into such an agreement.
Provide all the necessary details for order fulfilment.
Provide proof of identity if requested

Hatched Pet Supplies is not liable for any costs or damages incurred as a result (direct or indirect) of the buyer not complying with these requirements.

Copyright and Trademark Ownership Notice

The Hatched Pet Supplies logo, including all related icons, mascots & artworks are properties of Hatched Pet Supplies (also referred to as ‘hatchedpetsupplies.com.au’). All other marks, names, and logos mentioned herein are the property of their respective owners.

All brands & images appearing on this Site including graphics, text, design, buttons, logos, images, and icons, as well as the selection, assembly, and arrangement, are the property of their respective owners. The content on this Site is only for the purpose of shopping and ordering on this Site and for no other purpose. Any other use, including modification, reproduction, reverse-engineering, uploading, posting, transmission, or distribution in any form or by any means without Hatched Pet Supplies’ prior written permission, is strictly prohibited.
All rights not expressly granted herein are reserved.

Disclaimer and Limitation of Liability

This site is provided by Hatched Pet Supplies on an as-is basis. Hatched Pet Supplies makes no representations or warranties of any kind, express or implied, as to the operation of this site, the information, content, materials or products detailed or included on this site. To the full extent permissible by applicable law, Hatched Pet Supplies disclaims all warranties, express or implied, including but not limited to, implied warranties of merchantability and fitness for a particular purpose. Hatched Pet Supplies will not be liable for any damages of any kind arising from the use of this site or the products provided at the buyers request, including but not limited to direct, indirect, incidental, punitive and consequential damages.

Any material downloaded or otherwise obtained through the use of this site is done at the buyers own discretion and risk. The buyer will be solely responsible for any damage to a computer system or loss of data that results from the access or download of any such material. No advice or information, whether oral or written, obtained by the buyer from Hatched Pet Supplies, its employees or representatives will create any warranty not expressly provisioned in these terms.

Once goods have been delivered to the buyer, or delivered in accordance with their instructions, the buyer assumes all risks and liabilities in relation use of the goods, in additional to all responsibilities regarding the safety and ownership rights of the goods.

In the event of a product fault covered by warranty, Hatched Pet Supplies is liable only for the cost of the faulty goods up to their individually invoiced values. Shipping costs are not covered under warranty or returns policies as outlined on those policies individual pages. Please see our Warranty & Returns page(s) for more information.

Errors & Omissions - Price

In the event a product price is listed incorrectly due to typographical error, error in pricing information received from our vendors, or by computer malfunction, Hatched Pet Supplies shall have the right to refuse or cancel any orders placed for products listed at an incorrect price, regardless of whether the order has been confirmed and/or full payment received. If the buyer’s credit card is charged for an invalid purchase and the order is cancelled, Hatched Pet Supplies will credit the original credit card account in the amount of the incorrect value only. The buyers assistance may be required to facilitate a refund as credit card information in not stored by Hatched Pet Supplies.

Prices may be changed at any time and without notice.
Prices are exclusive of shipping charges.

Information, Descriptions and other Content

Hatched Pet Supplies’ Site contains information, advice, text, and other materials that are provided for the buyers convenience and enjoyment. You should be aware that the information might contain errors, omissions, inaccuracies, or outdated information. Hatched Pet Supplies makes no representations or warranties as to the completeness, accuracy, adequacy, currency, or reliability of any information and shall not be liable for any lack of the foregoing. Descriptions of, or references to, products within this Site does not imply endorsement of that product.

Data relating to the specifications of a product may change at any time. Weights, Dimensions, Capacities and version information are approximate.

Hatched Pet Supplies endeavours to ensure all information is present and correct to assist the buyer with making an informed purchasing decision, but it’s the responsibility of the buyer to ensure that their purchases are fit for purpose and compatible with any relevant existing hardware. Failure of the buyer to verify a products compatibility with the buyers express requirements before purchase does not constitute a product defect and is not covered under warranty. Please see our returns policy for more details.

Order Policy

These terms of service and the conditions herein pertain only to orders made via www.hatchedpetsupplies.com.au. Any orders made outside of these channels will not be recognised by Hatched Pet Supplies and claims against them will not be acknowledged. Please be wary of phishing scams and ‘copy-cat’ retailers who may masquerade as Hatched Pet Supplies, a subsidiary of Hatched Pet Supplies, or represent themselves in such a manner as to confuse themselves with our branding, website or trading entity.

Discretion of Rejection

The buyer’s receipt of an electronic or other form of order confirmation does not signify acceptance of an order, nor does it constitute confirmation of an offer to sell. Hatched Pet Supplies reserves the right at any time after receipt of an order to decline that order for any reason. We may require additional verification or information before accepting any order. If verification of identity is not adequately provided, the order will be cancelled under suspect of fraud.

A legally binding contract is formed between Hatched Pet Supplies and the buyer only once the goods have been dispatched. Prior to dispatch, all goods remain the property of Hatched Pet Supplies.

Availability & Order Fulfilment

Hatched Pet Supplies reserves the right, at any time after receipt of an order and without prior notice to the buyer, to supply less than the quantity ordered of any item in the event of unforseen short supply. In the event of a short-supply, you will be contacted and any relevant funds will be reimbursed in accordance with any balance in credit left after part-fulfilment or cancellation.


Once an order is received, paid in full, accepted by Hatched Pet Supplies and processed for fulfilment, we will endeavour to dispatch that order within one business day or according to our same-business-day policy where applicable. If we are unable to dispatch an order due to unforeseen circumstances or limitations of service from third-party vendors, and the estimated time of delivery will be affected by a delay in dispatch, we will contact the buyer and advise the buyer of the expected dispatch time.

Hatched Pet Supplies reserves the right to ship goods by the most economical means available in accordance with the shipping method paid for by the buyer. This may include alternate carrier services or multiple instalments. If an order is shipped in separate consignments or multiple instalments and a part of that order fails to be delivered, the buyer is not entitled to a cancellation of their purchasing contract. Lost or misdirected partial shipments will be replaced only after suitable time is given for Hatched Pet Supplies to complete an investigation with the courier service.

Hatched Pet Supplies offers a service whereby the buyer can specify delivery instructions which may absolve the carrier service of all or part of their responsibility to secure delivery confirmation. Hatched Pet Supplies will not be liable for any order, or delivery of order, that is delivered in accordance with the buyer’s delivery instructions. Circumvention of signature on delivery requirements will void any and all insurance cover.

Force Majeure

Hatched Pet Supplies shall not be liable for any loss or damage, directly or indirectly arising out of or in connection with any delay in delivery of the goods, or failure to perform any term of this contract where such delay or failure is outside the seller’s reasonable control. Delays in delivery may occur at any time for reasons outside of our control or our carrier service’s control (for example, weather events), and the buyer may not hold Hatched Pet Supplies liable for any losses relating to such a delay.


Hatched Pet Supplies is required by law to collect 10% goods and service tax (GST) on behalf of the Australian Taxation Office. All of the prices listed online for goods and services (including shipping) are inclusive of GST.

User Content

Hatched Pet Supplies may allow users of this Site to post reviews, faqs, comments, content, relating to products featured on the Site. By submitting such Content, you automatically attest that all content is accurate and original and that, without any particular time limit, and without the payment of any fees, Hatched Pet Supplies and anyone Hatched Pet Supplies permits may reproduce, display, distribute and create new works of authorship in any media, based on and including the Content. Additionally, you grant Hatched Pet Supplies the right to use the name you submit in connection with such Content.

No Endorsement of User Content

Users to this Site are prohibited from posting through this Site any harmful, vulgar, obscene, profane, sexually explicit, abusive, threatening, privacy invading, libellous, racially, ethnically, or otherwise objectionable or unlawful content of any kind, or that infringes or may infringe on the intellectual or other rights of another. You acknowledge that Hatched Pet Supplies does not endorse or pre-screen content, but that Hatched Pet Supplies and its designees will have the right (but not the obligation) in their sole discretion to refuse, edit, move or remove any content that is available via this Site.

Gift Vouchers, Discount Codes and Store Credits

Our returns policy does not cover any voucher code, discount code or store credit code. Codes of this nature are non-refundable and non-transferable and cannot be exchanged or redeemed against another code of any type. Unless specified otherwise, codes are valid for one use in a single transaction towards a single order. Any partial credit remaining after a code is redeemed will be forfeited.

Hatched Pet Supplies cannot replace a lost or stolen code once it has been received. Any rewards or Vouchers awarded for loyalty are to be used for future orders as a thank you for your loyalty.

Gift Card Promotion

The gift card promotion cannot be used for products already on sale or with other Hatched Pet Supplies promotions. It is to be used for future purchases to reward loyalty (not the current purchase).

Voucher stacking is not in the spirit for with rewards are intended and thus not allowed. Voucher stacking will result in a complete refund and goods will not be shipped.
The gift card is valid for 60 days from purchase date (This may be extended at the discretion of Hatched Pet Supplies management).

In the case of store credit only, Hatched Pet Supplies may elect to grant a partial redemption, but only when a partial-credit purchase is conducted via phone.

Best Price Guarantee

To the best of our ability we will beat competitors prices. We reserve the right not to supply items below our cost price or out of stock. Does not apply to a competitors sale / special price or on volume discounts.


If any provision of these Terms and Conditions is held to be invalid or unenforceable for any reason, the remaining provisions shall, to the maximum extent possible, remain in full force and effect.

A failure or delay by Hatched Pet Supplies in exercising a right or policy under these terms and conditions does not constitute a waiver of that right or policy.

Hatched Pet Supplies employees and representatives do not have the authority to modify or circumvent the Terms and Conditions as they pertain to sales, warranties, returns or limitation of liabilities.

Return Policy

Unless noted below or in the product description, most products can be returned directly to Hatched Pet Supplies within 14 days from the date of invoice if all of the following requirements are met.

Items returned must first be issued a Return Merchandise Authorisation (RMA) number.
RMA numbers are valid for 15 days only.
Please allow 2-4 weeks to process refunds and credit your account.

To receive credit, all products must
1) be returned in their original packaging,
2) include all manuals, cables, warranty cards, etc.,
3) be clean, without scratches and resealed in a factory fresh condition.

All products must be returned double boxed, with no markings or writing on the original box. If a product shows signs that the entire product and packaging was removed from its original box, a refund may be denied resulting in shipment of the product back to the customer. Freight charges are not refundable. Customer is responsible for shipping costs on returned items. If the returned item meets all the above requirements, it will be accepted and a restocking fee will be applied depending on the sale value of the returned items.

General Inventory Restocking Fees

Approximately 30% of purchase price.
Any products that are not in “Factory Fresh” or “Like New” condition will be charged a restocking fee based on the condition of the equipment. Hatched Pet Supplies reserves the right to modify the restocking fee in accordance with the condition of the product in question. Condition of the equipment will be determined by Hatched Pet Supplies.

Any missing accessories or products returned with damages or damaged packing material may be charged an additional restocking fee. Additional fee will be determined based on what is missing or the damage done.

Freight charges

Freight charges for all returns are not refundable if the decision to return the item is without the fault of Hatched Pet Supplies. The customer is responsible for shipping costs on returned items. In the case that the customer does not receive the item they purchased at mistake of Hatched Pet Supplies, their return freight costs may be refunded upon delivery of the return item.

DOA Policy

If a product arrives Dead On Arrival (DOA), contact us immediately. If live insects arrive DOA photos are required as evidence within 12 hours of their arrival to the customer. If evidence is provided outside of this window, Hatched Pet Supplies cannot be held liable. If sufficient evidence is provided and the order is deemed DOA by Hatched Pet Supplies, the items in question will be resend within 5-10 business days. Alternatively, store credit can be provided to customers in replacement of the items being resend.

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