Returns Policy

This Returns Policy explains how ShrimpHut handles returns, cancellations, faults, and related issues for both dry goods and livestock. It should be read together with the Terms and Conditions, Shipping Policy, and DOA Policy. Nothing in this policy is intended to reduce your statutory rights under applicable UK consumer law.

Contacting us about a return or problem

If there is a problem with an order, contact [email protected] promptly with your order number, a clear explanation of the issue, and photos where helpful. Please do not send goods back without return instructions, as unauthorised returns can delay or prevent proper handling.

Dry goods and standard non-livestock items

If you have changed your mind about an eligible non-livestock item purchased online, you may in some cases have cancellation rights under the Consumer Contracts Regulations. Those rights are subject to legal exceptions and practical conditions. Returned goods should usually be unused, complete, and in a resaleable condition unless the return is due to fault, damage, or misdescription.

Items that may not be suitable for change-of-mind returns

• Live animals and other goods liable to deteriorate or expire rapidly.
• Opened foods, supplements, or consumables where resale is not appropriate.
• Used equipment, contaminated filter media, or items returned in an unsanitary condition.
• Custom, cut-to-order, personalised, or specially requested items, where applicable.

Faulty, damaged, or incorrect goods

If an item arrives faulty, damaged, or incorrect, contact us promptly so we can review the issue and offer an appropriate remedy. Depending on the circumstances, this may include replacement, repair, partial refund, full refund, or another suitable resolution. We may ask for photos or further details before making a decision.

Livestock

Live animals cannot usually be returned in the same way as standard dry goods. Livestock issues should be reported under the DOA Policy or through customer support as soon as possible. We do not accept routine livestock returns once an order has been dispatched unless required by law or agreed as part of a specific welfare-led resolution.

Refund timing

Where a refund is agreed, it will usually be returned to the original payment method unless otherwise agreed. The time it takes for funds to appear can vary depending on your payment provider.

Postage and return costs

Responsibility for return postage depends on the reason for the return and your legal rights. If a return is due to our error or a genuine product fault, we will usually explain what support is available. If the return is a change-of-mind return for an eligible item, return costs may be your responsibility unless the law says otherwise or we agree otherwise in writing.

Important note

Please inspect all deliveries promptly and raise issues without unnecessary delay. Delayed reports can make it harder to investigate transit, handling, packaging, or condition issues fairly.