Refund policy

Returns & Refund Policy

At Mantis Mayhem, we take pride in the quality of our animals, enclosures, and service. Your satisfaction is important to us, and while we have clear guidelines to protect both parties, we are always flexible and happy to help wherever we can. If you ever have a concern, please don’t hesitate to reach out via social media or email—we’re here to help.

1. Live Animals – No Returns

Due to the nature of live invertebrates, we do not accept returns on any live animals. Once dispatched, their welfare cannot be guaranteed if returned, and for this reason, returns are not possible.

2. Live Arrival Guarantee

We offer a Live Arrival Guarantee on live animals, provided the following conditions are met:

  • The order is shipped using a recommended service (Tracked 24 or Special Delivery).

  • The parcel is accepted on the first delivery attempt.

  • You notify us of any issues within 2 hours of delivery and provide clear photographic evidence.

If these conditions are met and a live arrival issue is confirmed, we may issue a credit or replacement, depending on availability.

3. Cold Weather Clause

If the temperature is 0°C or below, we may delay dispatch to protect your animals. If you request early shipment against our advice, the Live Arrival Guarantee will be void.

4. Damaged or Faulty Non-Live Items

If you receive a damaged or defective non-living item (e.g. an enclosure or accessory), please contact us within 48 hours of delivery, including photos of:

  • The item

  • Any visible damage

  • The packaging it arrived in

Once assessed, we’ll arrange a replacement, store credit, or refund, depending on the situation.

5. Change of Mind – Returns (Non-Live Products Only)

You may return non-living items within 14 days of delivery, provided they are:

  • Unused

  • In their original condition and packaging

Return postage costs are the responsibility of the buyer. A refund will be issued once we receive and inspect the item.

6. Order Cancellations

You may cancel your order before it has been dispatched. If the order has already been shipped, cancellation is no longer possible.

7. Incorrect or Incomplete Address

Please ensure your delivery address is correct at checkout. We are not responsible for delays or lost items caused by incorrect or incomplete address details.

8. We're Here to Help

While these policies are in place to ensure fairness, our goal is always to keep our customers happy. We understand that every situation is unique and will always try our best to resolve any issues with understanding and flexibility.
If you have a problem or simply a question, reach out to us anytime via social media or email—we’re always happy to help.