Our Simple Guide to Returns
We hope you will be happy with every order you place with us but we understand there will sometimes be a need to return your item. We have put together this simple guide to assist you with returns
Changed your mind?
Simply email us within 7 days of receiving your order and provided it is returned to us within a further 7 days and it in its original condition and packaging (with any seals or shrink wrap intact) we will refund the item price in full. Click here to download this form.
Claiming for an issue with Live Insects?
Live Insects are a specialist product. Despite our very best efforts to get them to you in good condition each and every time you place an order with us there will sometimes be occasion when external factors can cause problems (e.g. temperature, humidity or unexpected delay)
Your satisfaction is our business and although these issues are usually outside of our control we will cover problems provided that you follow a few simple steps that we have put in place to prevent abuse of our policies and to offer the best and most consistent service policy.
To be covered by our live arrival guarantee we ask that you:
• Are available to receive your order when the first delivery is attempted
• Unpack and inspect your order immediately
• Report any issues WITHIN 24 HOURS without exception
• Make the insects available for inspection by photograph or return
We cannot warranty live insects outside of the 24 hour period outlined above due to their specialist care and will not entertain claims for insects reported outside this period when the originals have been used and cannot be returned if requested.
Returning a Damaged, Defective or Incorrect Item?
Damaged or incorrect items
Please check all parcels for visible damage at the point of delivery and sign the delivery note as damaged if appropriate.
You should check your order carefully as soon as possible and if any item is damaged or incorrect you must inform us within 72 hours of receiving your order without exception.
The item is defective
If an item is faulty you have a right to return it within a reasonable period of time.
For the benefit of doubt we class an item as being defective if it is reported as defective to us within 30 days from receipt.
The item becomes defective
If your item becomes defective (i.e. it is reported to us after 30 days from receipt), you will usually be covered by the warranty that accompanies the item. Accordingly any warranty documentation should always be retained so you can make use of this.
It is often quicker and easier to contact a manufacturer directly as they will usually have returns procedures in place to rectify any issue for you. You can also contact us to obtain returns information.
Your order didn't arrive
As soon as we mark your order as despatched you should expect your order to arrive shortly afterwards. In the event of courier orders this is usually the next working day and for Royal Mail orders it is usually within 1 to 4 postal days.
In the event that a next day delivery doesn't arrive next day please inform us immediately so we can track it for you. In the event insects have not arrived by post within 4 postal days please use the form below, for any other items please allow one week to pass before contacting us.
Ready to return your item or ask us to resolve a problem?
It is important that you contact us via the form on our contact page with full details of the issue. Please include your order number with the message to ensure the fastest response to your query.
FREE DELIVERY on any order over £29.00
and ALL livefood orders (No Minimum Spend)
