Returns & Refunds

Live livestock

We do not accept returns on live animals. This is standard across the livestock industry — once animals have been transported, acclimatised, and introduced to a new tank, returning them creates unnecessary stress and biosecurity risk.

If your animals arrive dead on arrival (DOA), your order is covered under our live arrival guarantee. Please see that page for the full process.

If animals arrive alive but appear unwell, please contact us within 24 hours with photos and a description of the issue. We'll do our best to help — this usually means troubleshooting water parameters, acclimation process, or tank conditions before jumping to a refund.

Plants

Plants are living and will vary in appearance. Minor wilting during transit is normal and most plants recover quickly once planted. We do not refund for normal transit stress.

If your plants arrive in significantly worse condition than described (e.g. rotting, crushed, completely wrong item), contact us within 24 hours with photos and we'll sort it out.

Equipment & dry goods

Unused equipment and dry goods (food, supplements) can be returned within 14 days of delivery for a full refund, provided they are in their original condition and packaging. Return postage is the buyer's responsibility unless the item arrived damaged or incorrect.

To start a return, email us at info@somersetshrimpshack.uk with your order number and reason for return.

Wrong or missing items

If you receive the wrong item or something is missing from your order, contact us immediately at info@somersetshrimpshack.uk. We'll get it sorted quickly — either by sending the correct item or issuing a refund.

Refund processing

Approved refunds are processed back to your original payment method within 5–10 business days, depending on your bank. We'll confirm by email when a refund has been issued.