Returns/Refunds Policy
Last updated: 23/01/2026
This Refund & Returns Policy applies to all purchases made from My Silky Spoodies.
We comply with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. Overview
Due to the nature of our products, different rules apply to:
Live animals (spiders) sold within Great Britain.
Physical goods sold within the UK and internationally.
Please read this policy carefully before placing an order.
2. Live Animals (Spiders)
2.1 No Right to Cancel Once Dispatched.
Under UK law, live animals are exempt from the standard 14-day cancellation right.
Once a live spider order has been dispatched, it cannot be cancelled, returned, or refunded due to:
Change of mind
Buyer error
Unsuccessful delivery caused by incorrect address or missed delivery
2.2 Dead on Arrival (DOA) Policy
If a live spider arrives deceased:
You must notify us within 1 hour of delivery
Clear photographic evidence must be provided
The shipping container and packaging must be visible in the images
If these conditions are met, we will offer either:
A replacement (subject to availability), or
A refund - Shipping costs are non-refundable for live animals due to the nature of specialist courier services.
Failure to follow care instructions or delays in reporting may void eligibility.
2.3 Environmental & Delivery Responsibility
We are not responsible for losses caused by:
Courier delays outside our control
Incorrect or incomplete delivery information
Failure to be available to receive delivery
Customers are responsible for ensuring safe receipt of live animals.
3. Physical Goods (Non-Live Items)
3.1 Right to Cancel (UK Customers)
For non-live goods, you have the right to cancel your order within 14 days of receiving the item, without giving a reason.
To exercise this right:
You must notify us in writing within 14 days
Items must be unused, in original condition and packaging
Return shipping costs are the responsibility of the customer unless the item is faulty.
3.2 Faulty or Incorrect Items
If goods are:
Faulty
Damaged
Incorrect
Please contact us within 48 hours of delivery with photographic evidence - This does not affect your statutory rights under the Consumer Rights Act 2015.
You are entitled to a:
Repair
Replacement
Refund
(in accordance with UK consumer law)
3.3 International Orders
For international orders:
Customers are responsible for return shipping costs
Original shipping fees, customs duties, and taxes are non-refundable
We cannot guarantee delivery timelines or acceptance by international customs authorities.
Processing international orders may involve the transfer of personal data to service providers outside the UK, as outlined in our Privacy Policy.
4. Non-Refundable Items
The following items are non-refundable:
Live animals once dispatched
Gift cards or digital products (if applicable)
Items returned used, damaged, or incomplete
5. Refund Processing
Approved refunds will be processed:
To the original payment method
Within 5-10 business days
Processing times may vary depending on your payment provider.
6. How to Request a Refund or Return
Please contact us at:
Email: mysilkyspoodies@outlook.com
Include:
Order number
Description of the issue
Photographic evidence (where applicable)
Transactional communications relating to refunds, replacements, or delivery issues will be sent regardless of marketing preferences.
7. Changes to This Policy
We reserve the right to amend this Refund & Returns Policy at any time.
Updates will be published on this page with a revised date.