Returns & Refund Policy

Returns and Refund Policy

Effective Date: 13 December 2024
Last Updated: 13 December 2024

At Tarantula Army, we want you to be completely satisfied with your purchase. This Returns and Refund Policy explains your rights under UK law, including when and how you can return items and receive a refund or exchange.

If you have any questions, please contact us at biteme@tarantulaarmy.co.uk

1. Your Right to Cancel (Distance Selling)

1.1. Cooling-Off Period
Under UK law, you have the right to cancel your order for most goods purchased online within 14 calendar days of receiving your items. This is known as the "cooling-off period."

1.2. How to Cancel
To cancel your order, please contact us at biteme@tarantulaarmy.co.uk or fill out the cancellation form available on our website. Provide your order number, contact information, and details of the item(s) you wish to return.

1.3. Exclusions to Cancellation Rights
Your right to cancel does not apply to:

  • Perishable goods (e.g., food, flowers).
  • Custom-made or personalised items.
  • Sealed goods that are not suitable for return for health or hygiene reasons (if unsealed after delivery).
  • Digital downloads, once the download has started.

2. Returning an Item

2.1. Condition of Returned Items
To be eligible for a refund, items must be:

  • Unused, in their original condition, and in their original packaging.
  • Accompanied by proof of purchase (e.g., order confirmation email or receipt).

We reserve the right to reduce the refund amount if the value of the goods has been diminished due to handling beyond what is necessary to inspect them.

2.2. Return Process

  1. Contact us at biteme@tarantulaarmy.co.uk to notify us of your intention to return the item(s).
  2. Securely package the item(s) and include proof of purchase.
  3. Send the item(s) to the following address:
    Tarantula Army, Unit 14a Manley Close, Tonyrefail, CF39 8NS, UK

2.3. Return Shipping Costs

  • If the item is faulty, damaged, or incorrect, we will cover the return shipping costs.
  • For other returns (e.g., change of mind), you are responsible for the return shipping costs.

3. Faulty, Damaged, or Incorrect Items

3.1. Faulty or Damaged Items
If your item arrives faulty or damaged, please notify us within 30 days of receipt. You are entitled to a full refund, replacement, or repair under the Consumer Rights Act 2015.

3.2. Incorrect Items
If you receive an incorrect item, please contact us immediately. We will arrange for a replacement or refund and cover the cost of returning the incorrect item.

3.3. Issues Beyond 30 Days
For faults discovered after 30 days but within six months, you are entitled to a repair or replacement. If the repair or replacement is unsuccessful, you may request a refund.

4. Refund Process

4.1. Refund Timeline
Once we receive and inspect the returned item(s), we will process your refund within 14 days. Refunds will be issued to the original payment method.

4.2. Deductions
We may reduce the refund amount if the returned item has been used or damaged due to unnecessary handling.

4.3. Shipping Fees

  • If the entire order is returned, the original shipping fees (if any) will be refunded.
  • If only part of the order is returned, the original shipping fees will not be refunded.

5. Exchanges

If you wish to exchange an item for a different size, colour, or product, please contact us at biteme@tarantulaarmy.co.uk. Exchanges are subject to stock availability.

6. Legal Rights

This Returns and Refund Policy does not affect your statutory rights under UK law. For more information about your consumer rights, please visit the Citizens Advice website at www.citizensadvice.org.uk.

7. Contact Us

If you have any questions about this policy or need assistance with a return or refund, please contact us:
Email: biteme@tarantulaarmy.co.uk
Address: Unit 14a Manley Close, Tonyrefail, CF39 8NS, UK