Returns & Refunds Policy

Last Updated: May 2026

Overview

At The Spoodoire, we want our customers to shop with confidence. This Returns & Refunds Policy explains your rights and our procedures regarding returns, cancellations, replacements, and refunds.

Nothing in this policy affects your statutory rights under applicable UK consumer protection legislation.

Live Animals

Returns of Live Animals

Due to animal welfare considerations and the nature of live goods, we do not accept returns of live animals once they have been dispatched or delivered.

Customers should ensure they have researched the species they intend to purchase and are able to provide appropriate care before placing an order.

Cancellations Before Dispatch

Orders for live animals may be cancelled before dispatch.

If an order has not yet been packed or dispatched, a full refund will normally be issued to the original payment method.

Once a live animal order has been dispatched, it cannot be cancelled.

Live Arrival Guarantee Claims

Any issues relating to live animals arriving deceased or in poor condition must be handled under our separate Live Arrival Guarantee (LAG) & DOA Policy.

Customers should review that policy before purchasing live animals.

Non-Live Products

Your Right to Cancel

Under the Consumer Contracts Regulations 2013, customers generally have the right to cancel purchases of non-live goods within 14 days of receiving their order.

To exercise this right, you must notify us within 14 days of delivery.

You then have a further 14 days to return the item(s).

Conditions for Returns

Returned items must be:

  • Unused.

  • In their original condition.

  • Complete with original packaging where possible.

  • Suitable for resale.

We reserve the right to make deductions from refunds where returned items show signs of use, damage, or handling beyond what is necessary to inspect the goods.

Non-Returnable Items

The following items may not be eligible for return unless faulty:

  • Live animals.

  • Perishable goods.

  • Opened food products.

  • Opened feeder cultures.

  • Custom-made items.

  • Personalised products.

  • Sealed products that are unsuitable for return once opened for hygiene reasons.

Faulty, Damaged or Incorrect Items

If you receive an item that is:

  • Faulty.

  • Damaged in transit.

  • Incorrectly supplied.

Please contact us as soon as possible and preferably within 48 hours of delivery.

We may request:

  • Photographs of the item.

  • Photographs of the packaging.

  • Your order number.

  • A description of the issue.

Where a claim is accepted, we may offer:

  • A replacement item.

  • Store credit.

  • A repair (where appropriate).

  • A full or partial refund.

Return shipping costs may be reimbursed where required by law.

How to Return an Item

Before returning any item, please contact us for return instructions.

Please include:

  • Your name.

  • Order number.

  • Details of the item being returned.

  • Reason for the return.

Unauthorised returns may result in delays in processing.

Customers are responsible for ensuring returned items are packaged securely.

We recommend using a tracked postal service when returning goods.

Refunds

Once a returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method used when placing the order.

Refunds may take several working days to appear depending on your payment provider.

Typical processing times are:

  • Debit/Credit Cards: 3–10 working days

  • PayPal: Usually within a few business days

  • Klarna: Subject to Klarna's processing times

Shipping Costs

Where the Customer Changes Their Mind

Original shipping charges may not be refundable.

The customer is responsible for return shipping costs.

Faulty or Incorrect Goods

Where goods are faulty, damaged, or supplied incorrectly, reasonable return shipping costs may be reimbursed in accordance with your statutory rights.

Order Cancellations

Before Dispatch

Orders may normally be cancelled before dispatch.

Please contact us as soon as possible if you wish to cancel an order.

After Dispatch

Once an order has been dispatched, cancellation may no longer be possible.

Any rights to return non-live goods after delivery will be governed by this policy and applicable consumer legislation.

Chargebacks and Payment Disputes

Customers experiencing issues with an order are encouraged to contact us first so that we can attempt to resolve the matter quickly and fairly.

We reserve the right to provide evidence of order fulfilment, delivery, communications, and applicable policies in response to payment disputes or chargeback claims.

Contact Us

For returns, refunds, or cancellations, please contact:

The Spoodoire

Website: https://spoodoire.uk

Email: [email protected]

Contact Form: Available through our website

Acceptance of This Policy

By placing an order through The Spoodoire, you acknowledge that you have read, understood, and agree to this Returns & Refunds Policy.