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Last updated: 16/08/2025

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We want you to love your snake friends! Here's what happens if something goes wrong with your order.

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Our Promise

We'll always do our best to make things right when genuine issues occur. As a small business, we appreciate your understanding that we can't cover every possible scenario, but we'll be fair and reasonable in how we handle problems.

When We Offer Refunds

Our Mistakes ✅

• Wrong item sent: Full refund or replacement - your choice

• Missing items: Replacement sent free, or refund if you prefer

• Significantly different from description: Refund or replacement

• Defective/damaged items: Replacement usually, refund if preferred

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Shipping Issues (Limited) ⚠️

• Damaged in transit: We'll try to help, but can't guarantee refunds for shipping damage

• Lost tracked packages: Royal Mail investigation required first

• Lost untracked packages: Sorry, no way to verify - this is why we offer tracking options

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When We DON'T Offer Refunds

Customer Decisions ❌

• Change of mind: No refunds on items received in good condition

• Don't like it anymore: All sales are final once delivered successfully

• Bought wrong size/color: Please check descriptions carefully before ordering

• Gift recipient doesn't want it: Consider who you're buying for!

Customer Errors ❌

• Wrong address provided: We ship where you tell us to ship

• Didn't read product description: All details are clearly listed

• Thought it would be different: Photos and descriptions show exactly what you get

• Ordered duplicate by mistake: Double-check your cart before paying

Digital Products ❌

• Change of mind: Instant delivery means no returns possible

• Downloaded successfully: All sales final once files are delivered

• Don't like the design: Preview images show exactly what you're getting

How to Request a Refund

Step 1: Contact Us Quickly

• Email: hello.snakeswithlegs@gmail.com

• Time limit: Within 7 days of receiving your order

• Subject line: "Refund Request - Order #[your order number]"

Step 2: Provide Details

• Order number: From your confirmation email

• Clear photos: Show the issue if item is damaged/wrong

• Explanation: What's wrong and what you'd like us to do

• Be reasonable: We're human and want to help!

Step 3: Wait for Response

• Response time: Usually within 24-48 hours

• Working together: We'll find a solution that works for both of us

• Be patient: We're a small business but we care about getting it right

Refund Process

If We Approve Your Refund

• Processing time: 5-7 working days from our approval

• Refund method: Back to your original payment method

• Partial refunds: Sometimes appropriate (e.g., if only one item in multi-item order has issues)

• Shipping costs: Usually not refunded unless our mistake

Return Shipping

• Our mistake: We'll provide a prepaid return label

• Other situations: You cover return shipping costs

• International returns: Currently not supported - contact us to discuss

Refund Confirmation

• Email notification: When refund is processed

• Bank processing: May take additional 3-5 days to appear in your account

• Questions: Email us if refund doesn't appear within expected timeframe

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Special Situations

Custom/Personalized Items

• No refunds unless significantly different from what you ordered

• Double-check details: We'll send proof before production when possible

• Spelling errors: Make sure you provide correct spelling - we copy exactly what you send

Pre-Orders

• Cancellation: Full refund available until item ships

• Delays: We'll keep you updated, cancellation available if delays are excessive

• Changes: Contact us immediately if you need to modify your order

Bundle/Multi-Item Orders

• Partial issues: Refund or replace only the problematic items

• Complete order problems: Full refund possible

• Discount codes: May affect refund amount calculation

Sale/Clearance Items

• Same policy applies: Our mistake = refund, your mistake = no refund

• Final sale: Clearly marked items may have different policies

• Discount impact: Sale price is what gets refunded, not original price

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Time Limits

Reporting Issues

• Physical products: 7 days from delivery

• Digital products: 7 days from purchase

• Late reports: May not be eligible for refund after time limit

• Maximum age: No refunds on orders over 60 days old

Processing Times

• Our response: 24-48 hours

• Refund processing: 5-7 working days

• Bank processing: Additional 3-5 working days

• Total time: Usually 10-14 days maximum

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What Happens to Returned Items

Physical Returns

• Restocking: Items in perfect condition may be restocked

• Damaged returns: Unfortunately can't be resold

• Disposal: Items that can't be restocked are disposed of responsibly

• Donation: Sometimes suitable items are donated locally

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Alternative Solutions

Instead of Refunds

• Store credit: Sometimes offered as alternative to cash refund

• Replacement: Often faster than refund process

• Partial refund: If only part of order has issues

• Future discount: Goodwill gesture for minor issues

When Things Go Really Wrong

• Multiple issues: We'll be extra generous to make up for the hassle

• Shipping disasters: Work with us to find a fair solution

• Technical problems: If our website caused issues, we'll make it right

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Your Rights

UK Consumer Rights

• Consumer Rights Act 2015: You have statutory rights we can't remove

• Citizens Advice: Contact them if you feel we're not being fair

• Our commitment: We aim to exceed minimum legal requirements

Fair Treatment

• No discrimination: All customers treated equally and fairly

• Reasonable approach: We'll always try to be reasonable and helpful

• Good faith: We assume you're acting in good faith and ask the same in return

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Contact Information

Refund questions:hello.snakeswithlegs@gmail.com
Order issues: Include your order number in the subject line
General questions: We're happy to clarify anything that's unclear

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Important Notes

• This policy may change: Updates will be posted here with new date

• Order completion: Completing an order means you agree to this policy

• Case by case: Unusual situations will be handled individually and fairly

• Small business: We appreciate your understanding that we can't match big company policies, but we'll always try our best

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Remember: We're real people who want you to be happy with your snake friends. If something goes wrong, just email us and we'll work together to sort it out! 🐍💚

This policy works alongside our Terms & Conditions and is governed by UK consumer law.