Refund policy

Return & Refund Policy

Due to the live and perishable nature of our feeder insects and cultures, we are unable to accept returns of live products simply because you have changed your mind.

Live Arrival

We take great care when preparing and packing our live feeders for dispatch. Please inspect your order as soon as it arrives.

If live insects arrive dead or there is a significant problem with the condition of your order, please contact us as soon as reasonably possible after delivery at spiderfooduk@gmail.com. Please include your order number and clear photographs or a short video showing the condition of the product and packaging. This allows us to assess what has happened and resolve the issue as quickly as possible.

Where a problem with the product is confirmed, we will offer an appropriate remedy, which may include a replacement or refund.

Delivery Delays

Live insects may occasionally be affected by circumstances during transport. If your parcel is delayed, please contact us so that we can assist and, where appropriate, investigate the delivery.

Incorrect or Damaged Orders

If you receive the wrong item, an incomplete order, or an item that is damaged or not as described, please contact us with your order number and photographs of the item and packaging.

Cancellations

If you wish to cancel an order, please contact us as soon as possible. If the order has not yet been prepared or dispatched, we will do our best to cancel it and issue a refund. Once live products have been prepared for dispatch or dispatched, cancellation may no longer be possible.

Non-live Products

Any non-live products sold by Spider Food UK are subject to your applicable statutory consumer rights.

Nothing in this policy affects your statutory rights under UK consumer law.