Refund policy

Return and Refund Policy
Thank you for choosing TerraPods UK. Because our inventory consists of live organisms and bio-secure terrarium supplies, our return options are strictly limited. We enforce these measures to protect the health of our biological cultures and to prevent cross-contamination across hobbyist enclosures.
By completing a purchase on our website, you explicitly acknowledge and agree to the terms outlined below.
1. Live Invertebrates and Biological Cultures
  • All Sales Are Final: We do not accept returns, exchanges, or physical product returns on live isopods, springtails, or any other live cultures. Returning live animals via postal transit introduces severe physiological stress and risk to the livestock. No monetary refunds are issued under any circumstances.
  • Live Arrival Guarantee (LAG): We guarantee that your livestock will arrive healthy and alive, subject to the following criteria:
    • The shipment must be successfully received by the resident on the first delivery attempt by the courier.
  • Dead on Arrival (DOA) Procedure: In the rare event of transit mortality, you must submit a claim via email to tom09876543211111@gmail.com within 1 hour of the recorded delivery time.
  • Strict Evidence Requirements: Your email claim must include clear, unaltered photographic or video evidence of the deceased animals inside their original, unopened containment packaging. If you fail to provide this visual proof within the first hour of delivery, your claim will be voided.
  • Exclusions to Coverage: Our Live Arrival Guarantee is strictly voided, and no compensation will be provided, if the courier tracking records any of the following delivery statuses:
    • Delivered to a neighbour's house.
    • Left in a designated "safe place" (including, but not limited to, recycling or garden bins, porches, or outbuildings).
    • Missed delivery or delayed collection due to the recipient not being home. [1]
  • Approved Live Claims Resolution: Valid, verified DOA claims will be resolved via a product replacement or store credit only. No monetary refunds are provided.
2. Lost Shipments
  • Royal Mail Transit Issues: In the event that your package is officially declared lost in transit by Royal Mail, TerraPods UK will dispatch a complimentary replacement order to your original shipping address.
3. Dry Goods, Substrates, and Consumables
  • Exclusion Due to Bio-Security and Hygiene: In accordance with consumer protection exceptions for hygiene and biosecurity, we do not accept returns or refunds on substrate mixes, leaf litter, mosses, cork bark, or nutrition supplements once they have left our facility. This policy prevents the accidental introduction of mites, mold spores, or external pathogens into our sterile breeding environment.
  • Damaged or Incorrect Shipments: If any dry goods arrive physically broken or do not match your order invoice, please contact us within 48 hours of delivery at tom09876543211111@gmail.com. Please provide photos of the damaged items and the shipping box to receive a complimentary replacement.
4. Order Cancellations
  • Cancellation Requests: Cancellation requests must be submitted and confirmed prior to order processing. Once a shipping label is generated, or livestock is packed into transit containers, the order enters fulfillment and can no longer be modified, cancelled, or compensated.