Returns & Refund Policy – Jumping Spiders

Last updated: 13 May 2026 | Applies to all sales within the UK

This policy follows the Consumer Rights Act 2015, Animal Welfare Act 2006, and best practice for live arachnid sales. All sales are subject to these terms, agreed upon at checkout.

1. Core Rule: No Returns / Exchanges on Live Spiders

Due to the delicate nature, welfare needs, and risk of stress/harm to live animals, we do NOT accept returns, exchanges, or refunds for healthy spiders once delivered. Once the animal is in your care, it becomes your responsibility, and we cannot take it back for welfare reasons. All sales are final unless covered by our guarantees below.

2. Live Arrival Guarantee (DOA Policy) ✅

We guarantee every jumping spider arrives alive, healthy, and as described.

✅ What qualifies:

• Spider arrives dead, visibly unwell, injured, or severely dehydrated upon delivery.

• Misdescribed: wrong species, sex, age, or appearance different from listing photos.

⏱️ Time limit:

You must contact us within 1 HOUR of delivery (or within 12 hours if held at a courier depot). Claims after this time will not be accepted, as we cannot verify if the issue happened in transit or after arrival.

📸 Required proof:

• Clear photos/video: spider inside its original unopened shipping container + full packaging label + tracking number visible.

• Do NOT open or remove the spider before taking photos.

🛠️ Resolution options (your choice):

1. Full refund of the animal price (shipping non-refundable)

2. Free replacement spider (same species/sex/age; we cover shipping)

3. Store credit +10% extra to use anytime

❌ Not covered:

• Delays, rerouting, or lost packages caused by courier services (we are not liable for carrier performance)

• Issues from extreme temperatures outside safe shipping range

• Packages left outdoors, in mailboxes, or exposed to elements

3. Health Guarantee (7-Day) 🩺

We stand behind our stock. If your spider passes away or shows serious health issues within 7 DAYS of delivery, and you have followed our care guide exactly, we will replace it free of charge.

Requirements:

• Notify us same day you notice the problem

• Provide photos of spider + full enclosure setup + temperature/humidity readings

• Show proof you followed our care sheet exactly

• Only applies if death/illness is due to pre-existing condition, not care errors

❌ Exclusions:

• Deaths from: wrong temperature, incorrect humidity, wrong food, escape, injury, enclosure issues, or neglect

• Normal molting issues, natural lifespan, or colour changes after molting (natural and not covered)

• If you rehouse/handle excessively within first 48 hours

4. Cancellations

• Before shipping: You may cancel for full refund minus 10% admin/packaging fee.

• After shipping: No cancellations / refunds – live animal is already prepared and in transit.

• Deposits are non-refundable once order is confirmed.

5. Non-Live Items (Enclosures, Supplies, Food) 📦

• 14-day return policy from delivery date

• Items must be unused, unopened, original packaging, resaleable

• Return shipping paid by buyer

• Refund issued within 5 working days after we receive and inspect goods

• Custom/handmade items are non-returnable unless faulty

6. Important Notes

• All sizes/ages are approximate; photos are of the actual spider you buy (not stock images)

• Jumping spiders are small, delicate, and have specific care needs — please confirm you have read and understood our care guide before buying

• We reserve the right to refuse sale or service to anyone, per welfare rules

• This policy complies with UK law; nothing here removes your legal rights under the Consumer Rights Act 2015

7. How to Make a Claim

Email us: kellysfuzzyjumpers@gmail.com

Subject: Order #[number] – DOA / Health Claim

Include: photos, delivery date, and description

We reply within 24 hours.

Please note before ordering:

Most of our items are made to order so there may be a delay in dispatch of your package during busy times.

I will update the site to confirm if there is a delay and also you will receive a message, but please do bear in mind when placing an order.

🕷️ Jumping Spider Return & DOA Policy

At Kelly’s Fuzzy Jumpers, we take great care in ensuring all jumping spiders are healthy and safely packaged for transit. Please read our policy carefully before purchasing.

📦 Dead on Arrival (DOA) / Ill Spiders on Arrival

In the rare event that your spider arrives deceased or unwell, you must:

• Provide clear photos and a video of the spider

• Ensure evidence is taken within 1 hour of delivery confirmation

• Email all evidence to kellysfuzzyjumpers@gmail.com

⏰ Important Timeframe

• The 1-hour window begins from the recorded delivery time provided by the courier

• Failure to provide evidence within this timeframe will void any refund or replacement

🔍 Evidence Requirements

• The spider must be shown clearly in its original container/packaging

• Video evidence should show the spider from multiple angles to confirm condition

💳 Refunds & Replacements

• Once evidence is reviewed and approved, we will offer either:

  • A replacement spider (subject to availability), or

  • A refund

🏥 Illness Within 48 Hours of Receipt

If your spider becomes unwell within 48 hours of delivery, we will do our utmost to help and advise you.

To receive support, you must provide:

• Clear video evidence of the spider

• A video showing the full enclosure setup

• Visible proof of temperature and humidity levels

This allows us to properly assess the situation and offer the best possible guidance.

⚠️ Additional Notes

• We are not responsible for delays caused by the courier

• We cannot be held responsible for issues arising after the spider has been in your care beyond the stated timeframes without the required evidence

• By purchasing, you agree to this policy

PLEASE NOTE BEFORE PURCHASING

All my spiders sent will be Instar 5+

If your spider is in premolt/molt it may delay the dispatch of them & if the weather is too hot/cold this will also delay dispatch.

I will of course keep you fully updated of your spiders despatch progress

I understand this sometimes this isn't ideal but as you can understand that sometimes it is inevitable & we want your spood to arrive safe sound and happy, Spider Care remains our top priority!

Once the spider has been handed over to the courier I cannot be held responsible for the package.

Please bear the above points in mind before placing an order! 🕷️

Shipping of your Jumper is by Royal Mail Special Delivery Only or 24 Hour Tracked (at buyer risk)

Please Note:

Postage Days are Monday and Thursdays only (or by prior arrangement)

Please make sure you will be available to take delivery of your spider as I cannot be held responsible for missed delivery.

I will keep you updated of the dispatch but you can always add a comment or contact me via the website with any requests