Refund & Returns Policy

Last updated: 8th October 2026

At NaturesZion, we take pride in supplying healthy livestock, quality plants and carefully selected dry goods. Every order is packed with care and checked before dispatch. However, if something isn’t right, we’re here to help.

Please read the policy below before placing your order.

Live Animals

At NaturesZion, the welfare of our animals is our priority. We take great care to ensure that all live invertebrates are healthy, appropriately packaged and prepared for safe transport.

Dead on Arrival (DOA)

If an animal arrives deceased, please contact NaturesZion as soon as possible, preferably within 2 hours of the recorded delivery time.

When reporting a DOA, please provide:

• Your order number.
• Clear photographs of the affected animal in its original container.
• Photographs of the packaging, preferably before it is opened, where possible.
• A brief description of the issue.

The 2-hour reporting period is our preferred timeframe to help us investigate delivery-related issues promptly. It is not an absolute deadline.

Reports received after 2 hours will still be considered individually. However, delays may make it more difficult to establish the animal’s condition upon arrival.

Refunds and Replacements

Where an issue is confirmed, we will assess the circumstances and offer an appropriate resolution.

Depending on the circumstances and applicable consumer rights, this may include:

• A replacement animal, subject to availability.
• A full or partial refund.
• Store credit, where agreed with the customer.

We may request additional information to help investigate a claim.

Any remedy offered under our additional Live Arrival Guarantee is subject to the conditions of that guarantee. These conditions do not restrict your statutory consumer rights.

Returns and Cancellations

Due to their welfare requirements and perishable nature, live animals are not generally accepted for routine change-of-mind returns.

Where an applicable legal exception excludes a statutory cancellation right, that exception will apply. This does not affect your rights where an animal is faulty, not as described or otherwise fails to meet applicable legal requirements.

Please contact us before attempting to return any live animal so that appropriate welfare arrangements can be discussed.

Your Statutory Rights

Nothing in this policy or our Live Arrival Guarantee excludes, restricts or overrides your statutory consumer rights under applicable UK consumer law.

Claims received outside our preferred reporting timeframe will not be automatically refused solely because that timeframe has passed.

Live Arrival Guarantee

Our Live Arrival Guarantee applies when:

• The correct shipping method has been selected.
• Someone is available to accept the delivery on the first attempt.
• The delivery address is accurate and complete.
• The parcel has not been delayed because of incorrect information or missed deliveries.

Unfortunately, the guarantee does not cover:

• Missed deliveries.
• Delayed collection from a delivery office.
• Incorrect or incomplete delivery addresses.
• Parcels redirected after dispatch.
• Extreme weather or events outside our control.
• Husbandry or care provided after delivery.

These exclusions apply to our additional Live Arrival Guarantee and do not affect your statutory consumer rights.

Plants

We carefully inspect all plants before dispatch.

If your plants arrive damaged or significantly different from their description, please contact us within 48 hours of delivery.

This is our preferred reporting timeframe to help us resolve issues promptly. It does not affect your statutory consumer rights.

Please include clear photographs so we can assess the issue.

If your claim is approved, we may provide:

• A replacement.
• Store credit.
• A refund, where appropriate.

Please remember that natural differences in colour, shape and size are normal and are not considered faults.

Dry Goods & Non-Live Products

For most non-live products purchased online, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. Once you have notified us of your cancellation, you normally have a further 14 days to return the items. Certain products may be exempt from this right under applicable consumer law.

Returned items must be:

• Unused.
• In their original packaging.
• In a clean, resaleable condition.

These conditions do not restrict your statutory cancellation rights. Customers may inspect goods as they reasonably would in a shop. Where handling goes beyond what is necessary to establish the nature, characteristics and functioning of the goods, we may make a lawful deduction for any resulting reduction in value.

Unless the item is faulty, damaged or supplied incorrectly, the customer is responsible for return postage costs.

Once we receive and inspect the returned item, we will process any approved refund to your original payment method.

Damaged, Missing or Incorrect Orders

Please inspect your order as soon as it arrives.

If your parcel is damaged, incomplete or contains the wrong items, contact us within 48 hours of delivery.

This is our preferred reporting timeframe so we can investigate and resolve issues quickly. It does not affect your statutory consumer rights.

Please include:

• Your order number.
• Photographs of the packaging.
• Photographs of the affected items.

We will investigate the issue promptly and work with you to resolve it as quickly as possible.

Order Cancellations

You may cancel your order before it has been dispatched.

Orders may be cancelled before dispatch. Once an order has been dispatched, cancellation and return rights will depend on the type of product and applicable consumer law. Live animals require special consideration due to their welfare and perishable nature. Nothing in this section affects your statutory consumer rights.

If we accept your cancellation before dispatch, your payment will be refunded using your original payment method.

Items That Cannot Be Returned

Unless they are faulty or supplied in error, we cannot accept returns for:

• Live animals.
• Live plants that have been planted or altered after delivery.
• Opened food products.
• Perishable goods.
• Gift cards.
• Custom or personalised products.

Refund Times

Once a refund has been approved, we will process it as quickly as possible.

Most refunds are completed within 5 to 10 working days, although the exact time depends on your payment provider.

Contact Us

If you need help with your order, please contact us through our website or reply to your order confirmation email.

To help us assist you quickly, please include your order number and a clear description of the issue.