Refund policy

We have a 30-day return policy on dry stock, which means you have 30 days after receiving your item to request a return. We do not accept returns for Live-stock. Returns are at companies discretion. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@bugboxuk.co.uk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@bugboxuk.co.uk.


Damages and issues and Dead On Arrival
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If your insects or arachnids die on arrival please email us a full clear HD colour image of the dead insect at hello@bugboxuk.co.uk or megan@bugboxuk.co.uk we do not refund any dead on arrival from outside of the UK. 


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

We also do not accept refunds or returns on any items sent outside of the UK. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.