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Refund and Returns Policy

We want you to be happy with your order. This policy explains when you can cancel, return or get a refund — and the special rules that apply to live animals and live food. It sits alongside your legal rights and our Dead on Arrival (DOA) Policy. [Placeholder wording: review before relying on it.]

Livestock & live food

For reasons of animal welfare and biosecurity we cannot accept the return of live animals or perishable live food once they have been dispatched, except where they arrive dead or materially not as described. If livestock arrives dead, this is handled under our DOA Policy — contact us within 24 hours of delivery with photo/video evidence.

The standard 14-day “change of mind” cancellation right does not apply to live animals or perishable goods, as permitted by the Consumer Contracts Regulations. This does not affect your rights if the goods are faulty or not as described.

Equipment & dry goods

For non-living items — terrariums, heating, substrate, décor and the like — you may cancel within 14 days of receiving the goods under the Consumer Contracts Regulations, for any reason. To do so:

  • Tell us within 14 days of delivery via our contact page, quoting your order number.
  • Return the item within 14 days of telling us, unused and in its original condition and packaging.
  • Return postage is your responsibility unless the item is faulty or we sent the wrong thing.

We will refund the price of the goods, and the standard outbound delivery cost, within 14 days of receiving the item back (or proof that you have sent it). We may reduce the refund to reflect any loss in value caused by handling beyond what is necessary to inspect the item.

Faulty, damaged or incorrect items

If an item arrives faulty, damaged or not what you ordered, please contact us within a reasonable time with photos. Under the Consumer Rights Act you are entitled to a repair, replacement or refund. We will cover return postage on faulty or incorrectly supplied goods.

How refunds are paid

Refunds are made to your original payment method. Please allow a few working days for your bank or card provider to process the funds once we have issued the refund.

Non-returnable items

  • Live animals and live/frozen food (except DOA or not-as-described).
  • Items that have been used, assembled or are no longer in a resaleable condition.
  • Gift cards and any clearly personalised items.

Your statutory rights

This policy is offered in addition to, and does not affect, your legal rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Last updated: [date]. Questions? Contact us before returning anything so we can help.