Refund Policy

Last updated: January 2026

At Lady of Bugs, the welfare of our invertebrates is our highest priority. Due to the nature of live animals, our refund policy differs between live and non-live items. Please read the information below carefully before placing an order.

Live Invertebrates

No-Return Policy

Live invertebrates cannot be returned once dispatched.

Dead on Arrival (DOA) Claims

We take every precaution to ensure safe delivery. In the unlikely event that a live invertebrate arrives deceased:

You must:

Contact us within 2 hours of delivery
Provide clear photographic evidence of:
- The deceased invertebrate
- The original packaging

Claims made outside this timeframe may not be accepted.

Resolution of DOA Claims

Each DOA claim is assessed individually. Where accepted, we may offer:

A replacement (where available), or
A refund for the cost of the animal only

Shipping costs are non-refundable.

Exclusions

Refunds or replacements will not be offered where issues arise due to:

Missed or delayed deliveries
Incorrect or incomplete delivery addresses
Extreme weather where delivery was agreed by the buyer
Poor husbandry, handling, or housing after arrival

Non-Live Items (Merchandise & Supplies)

In accordance with UK Consumer Contracts Regulations:

You may return non-live items within 14 days of receipt
Items must be unused, undamaged, and in original packaging
Return postage costs are the responsibility of the buyer unless the item is faulty

Refunds will be processed once the item has been received and inspected.

Refund Processing

Approved refunds will be issued to the original payment method
Please allow 5–10 working days for refunds to appear, depending on your payment provider