Bug Pets LTD Terms Of Service
By purchasing any products of live invertebrate stock from our website you declare that you have read and agreed on the following
1. ) 7 Day Live Guarantee
1.1 ) 7 Day Live Guarantee Conditions & Eligibility
The 7-Day Live Guarantee covers injuries, illnesses, and deaths caused by our improper husbandry or packaging of the animal. The 7-day window specified in the guarantee is the date and time the customer receives their order, to 168 hours after. Live-food animals and animal eggs are not eligible for the 7-day-live guarantee.
The following live animals are eligible for the 7-day-live guarantee:
- Jumping spiders
- Praying Mantis
- Stick Insects
- Moths & Butterflies
- Isopods (sold as pets)
- Snails & Slugs
- Crickets, Katydids, Grasshoppers (sold as pets)
The 7-Day-Health-Guarantee does not cover negligence or mistreatment of live invertebrates caused by the recipient, and we reserve the right to refuse refunds and replacements in these circumstances at our discretion. It is the sole responsibility of the customer to ensure they are home to collect their live invertebrates. Delays in the collection of any orders containing live invertebrates subject the animals to unnecessary risk and void the 7-day-live guarantee.
The following health issues are eligible for our 7-day-health guarantee:
- Abnormal & erratic twitching movements indicative of neurological damage. (not camouflage swaying movements)
- Subdermal black markations indicative of infections.
- Severe fungal infections where the fungus is visible on the animal’s exoskeleton.
- Sudden death syndrome
- Missing limbs (not including antennae)
- Compromised exoskeleton, abdominal punctures, shell cracks
- Dyskinetic syndromes
- Black Eye-Rub
- Other issues at our own discretion.
1.2 ) Mystery Box Guarantees
Livestock received via a mystery box are eligible for the 7-day-live guarantee, however, refunds are calculated as a percentage of the box’s full cost, subject to the number of animals received in each mystery box. If four animals are received by the customer, and two animals die within the 7-day window, a refund of 50% of the box’s cost will be processed.
1.2 ) Initiating a 7-Day-Live Guarantee Claim
We require a minimum of a clear, 5-second video of the deceased, unresponsive, or unwell animal to process a 7-day-live guarantee claim. The animal must be removed from its transport container before a 7-day-live guarantee claim can be reviewed. Neglecting to do this, and disposing of the animal before allowing our team sufficient evidence to review will void the guarantee. We reserve the right to request additional evidence, such as more photos or videos, before processing refunds or replacements. Refunds or replacements will not be issued for animals, deceased or alive, that have been disposed of, released, or removed from your care before our review.
To process a claim, the customer must do the following:
- Remove the animal from the transport enclosure (the container in which the animal arrived in)
- Take a minimum of a clear 5 second video of the animal outside of its transport enclosure. Further media of the animal will allow us to make a clearer decision.
- Navigate to our ‘7-Day Guarantee Refunds’ page, and upload the media along with additional relevant information.
Failure to do so will null and void the 7-day live guarantee.
2. Returns Policy
Should the customer be unhappy with the animal they have received, returns of live animals are to be funded solely by the customer. It is the sole responsibility of the customer to safely pack an animal due for return to us, Bug Pets LTD. Refunds are void should the animal arrive deceased within 7 days after their transit journey when returned by the customer to us. We reserve the right to refuse returns due to it being unsafe and inadvisable to post a certain animal due to its fragile nature, because of the weather, or other factors at our discretion.
3. Livestock Deaths Outside Of The 7-Day Guarantee Window
It is the sole duty of the customer to ensure, before purchasing any live pet invertebrates, that they have researched care accordingly. Bug Pets LTD cannot take responsibility for the keeping conditions of any animal outside of our store. Livestock deaths outside of the 7-day window are the sole responsibility of the customer and their care & husbandry of the purchased livestock.
4. Injury, deaths, illnesses, diseases, and ailments caused by livestock
It is the sole responsibility of the customer to ensure, before purchasing any live pet invertebrates, that they have researched and are thoroughly aware of the risks of ownership of any purchased animals, including ailments, illnesses, diseases, parasites, viruses, bites, and other harmful risks to health or life that may occur from the ownership of this animal. Bug Pets LTD takes no responsibility for any deaths or health issues caused, in any way, by animals sold, supplied, traded, or gifted by us.
5. Natural Variation In Size, Colour, Patterns, and Uncertainty in Sexed Livestock.
While we aim to produce up-to-date descriptions and information regarding the products we sell, it is the responsibility of the customer to be aware that there may be natural variations in colouration, size, and patterns of any live animals we sell. Product images are a representation only, and do not accurately reflect the appearance of every individual. We strive to sex our animals accurately, however, the sex of live animals cannot be not guaranteed and is an estimate only, due to the unpredictable nature and difficulty of sexing live invertebrates.
6. Cancellations Policy
Cancellations must be made at least two days prior to the shipping date.
We reserve the right to cancel orders at our own discretion. This may be due to the ordered animal showing signs it is unfit for transport. We may cancel an order if we suspect planned improper husbandry on the part of the customer, or due to disrespectful interactions with the customer.
7.) Next-Day Shipping
On the occasion that orders purchased via next-day shipping cannot be dispatched for on-time arrival, or, in the case of issues with the postal service, a refund of the difference between standard, and next-day will be provided. Should an order contain live animals, the difference between next-day and our standard livestock delivery method will be refunded. Should an order contain only unperishable products, or plants / live-food, the difference between equipment shipping (equipment shipping costs vary by weight) and next-day shipping will be refunded.
7.3) Livestock shipping, and alternative shipping methods.
Shipping costs are calculated via the weight or additional charges associated with shipping large, heavy, or highly perishable goods and live animals. For our non next-day shipping methods, dispatch may take up to 7 working days after the order is placed, excluding the time taken to gather any verification necessary before dispatch.
7.2) Shipping Delays
If an animal dies due to any length of shipping delays on behalf of the postal service (usually Royal Mail), live animals are still eligible for the 7-day live guarantee. This is not the case of uncollected parcels, which void and null the 7-day live guarantee.
7.3) Refusal To Ship
During extreme weather or temperatures (hot or cold) We reserve the right to postpone shipping live invertebrates. We reserve the right to postpone shipping if we require further verification on the planned husbandry of the customer, even on next-day shipping (the difference will be refunded).
7.4) Importing & Exporting
It is your responsibility to know the laws on importing goods from the U.K. to your country and you acknowledge that you are responsible for customs fees and charges where applicable. Once the invertebrates are in transit they become the responsibility of the shipper.
8.) Website & Store Maintenance
Our prices may have to change to accommodate new suppliers, changing costs, and other factors. We reserve the right to do so without prior notice.
We reserve the right to adjust our Terms of Service at any point.
We reserve the right to bring the Bug Pets LTD store, www.bugpets.co.uk, down for maintenance at any point, or to limit access for all or for specific customers for any reason.
9.) Price Match Guarantee is subject to the following terms and conditions:
This Guarantee does not extend to products listed for sale by third-party sellers on platforms including but not limited to Amazon, eBay, or Etsy, where pricing is determined by individuals or entities other than the official suppliers or manufacturers of the products
The Guarantee is intended to match the Recommended Retail Price (RRP) as set by official retailers or approved suppliers. It explicitly excludes any temporary promotional offers, discounts, or sale prices
9.3) Product eligibility
This Guarantee is applicable only to non-living products. It specifically excludes any form of livestock, live animals, eggs, or any similar live products. The Guarantee applies solely to care, equipment, and maintenance products procured from official UK wholesalers.
To avail of the Price Match Guarantee, the product in question must be identical in brand, model, and specification to the product offered by the official retailer or approved supplier. Documentation or proof of the lower price may be required for verification purposes.
The Guarantee is valid only at the time of purchase and cannot be applied retrospectively to previous purchases. The Guarantee may be limited to one price match per identical item, per customer, and does not apply where the price difference is due to currency fluctuations or VAT differences.
9.6) Reservation of rights
We reserve the right to modify or withdraw this Price Match Guarantee at any time without prior notice. Any modifications will be effective immediately upon posting of the revised terms and conditions on our website.
By availing of our Price Match Guarantee, you agree to these terms and conditions. This Guarantee is offered as a commitment to our customers to provide competitive pricing aligned with the official retail standards and is governed by our overarching Terms of Service.
10.) Accounts & Registration
It is the sole responsibility of the customer to protect their login details. We cannot accept any liability for misuse of your account by a third party. Do not reveal your password to anyone.
We reserve the right to limit, terminate, or prevent registration of any accounts for any reason at our own discretion