Returns & Refunds

Livestock, Plants and Food

Live fish, shrimp, snails and plants are perishable and cannot be returned. Instead, every delivery is protected by our Live Arrival Guarantee if any livestock arrives dead on arrival, follow the steps on that page and we will refund or replace the affected items. For health and safety reasons, fish food and other consumable products also cannot be returned.

Dry goods

Under the UK Consumer Contracts Regulations you may cancel your order for dry goods within 14 days of delivery, and return the items within 14 days of telling us. Items should be unused, unopened and in their original packaging. Return postage is the customer’s responsibility unless the item arrived damaged or incorrect.

Damaged or incorrect items

If anything arrives damaged or is not what you ordered, contact us within 24 hours with your order number and photos, and we will put it right with a replacement or refund at no cost to you.

Refunds

Approved refunds are made to your original payment method within 14 days of us receiving the return (or the evidence, for live arrival claims).