Refund & Returns Policy

Last updated: 2 July 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

Because live animals are perishable, we cannot accept returns once they have been delivered.

If an animal arrives deceased on arrival (DOA) or there is another issue with your livestock, please contact us within 2 hours of the recorded delivery time.

To help us assess your claim, please include:

  • Your order number.
  • Clear photographs of the unopened parcel.
  • Clear photographs of the affected animal in its original container.
  • Any additional photographs we may request.

Claims received after this period may not qualify for a replacement or refund.

If your claim is approved, we may offer one of the following:

  • A replacement animal, subject to availability.
  • Store credit.
  • A full or partial refund.

Shipping charges are normally non-refundable unless the problem was caused by our error.

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.

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.

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

If you purchase non-live products, you may return most unused items within 14 days of receiving your order under the Consumer Contracts Regulations.

Returned items must be:

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

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.

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.

However, once live animals have been prepared for shipment or dispatched, cancellation may no longer be possible.

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.