Returns & Refunds

Last updated 25 October 2026

We want you to be happy with every culture. Here's how returns work for live animals.

Live animals

Under the Consumer Contracts Regulations 2013, the usual 14-day right to cancel does not apply to goods that are liable to deteriorate rapidly, which includes live animals. For that reason we can't accept returns of live isopods or millipedes once they've been delivered.

Problems on arrival

If anything arrives dead, our Live Arrival Guarantee covers you: send a photo within 2 hours of delivery and we'll replace or refund the losses. If you received the wrong species or the wrong quantity, email us within 48 hours and we'll put it right.

Cancelling before dispatch

You can cancel any order for a full refund at any time before it's dispatched. Just email hello@kernowisopods.com with your order details.

Refunds

Refunds go back to your original payment method within 5 working days of being approved. Your bank may take a few more days to show it.

Your statutory rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.