Returns Policy

Unwanted Goods

Under the Distance Selling Regulations, if you are not a business, you have the right to return your order up to seven days from the day after you receive your goods. The DSR does not apply to any goods marked as special order or custom made, or books, magazines or other such publications. All goods returned under the DSR must be in as new and unopened condition. To return items under the DSR, you must email or phone us to advise us of your decision. We will issue a Returns number which must be quoted within the package along with your details

When returning unwanted goods under the DSR, it is your responsibility to cover the return costs. As we can only refund goods that are received in new condition, we urge you to pack the goods carefully and use a tracked service that will supply a proof of delivery. Goods not received or not covered by a returns number cannot be refunded.

Damaged Goods

Goods that arrive damaged must be notified to us within 12 hours of receipt. Such goods will be issued with a returns number and we will either arrange collection or request you return the item. The cost of any return of damaged goods will be refunded along with the cost of the goods.

Faulty Goods

Many items that we supply are covered by a manufactures warranty and we urge use of that to obtain the best possible outcome. However, please be aware that we welcome feedback, and in the event any warranty does not provide a satisfactory result, we need to know. Depending on the length of time the item has been with you, we may be able to arrange repair, replacement or refund direct and take it up with our suppliers.

As with any other returns, prior to returning faulty goods, you should contact us to explore options or receive a returns number.

Live Animals

Where a live animal or animals are the subject of return, you have a legal obligation to ensure they are kept correctly and do not come to harm. This includes an obligation to keep them free of disease and illness.

Where subject to a return under distance selling regulations, we remind you that it is your responsibility to return the animal to us at your cost. We will be happy to facilitate this via our own courier. This will be on the next available run. Where you opt to engage your own courier, we will not pay towards their costs, and can only accept animals delivered by couriers duly authorised to transport animals by the correct government department, and a copy of that authorisation will be required for our records.

Failure to return any animal in line with the current regulations and the above terms will be taken as a failure to return said animal in ‘as new’ condition and in accordance with current EU law, and as such will render any refund void.

Returns Address

Please ensure all returns contain your name and address and our returns number.Only goods received at our premises can be considered for possible refund, so we recommend using a signed for returns service.

The address to send returns to is

Tarantulabarn Exotics
Returns Dept
6 Seadown Parade
West Sussex
BN15 9TP
01903 765093
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