Refund Policy
We hope that you are happy with everything you order from Bug Print but we understand that may not always be the case. If you need to return an item for any reason at all please simply e-mail us at info@bugprint.co.uk and you will be provided with all the details you need.
Cancellations before despatch
Our orders are often customised or personalised to the buyer's specifications. Unfortunately, this does mean that it's not possible to cancel or change orders once they have been placed, that includes changing delivery addresses or payment methods. In the event that you do need to cancel or alter your order before dispatch, please contact us by e-mail at info@bugprint.co.uk and we can advise on whether it is a possibility.
Unwanted Items
We are happy to accept unwanted, unused items back within 15 days of delivery for a full refund (typically processed in 7-14 working days. This policy excludes perishable items such as livestock or items that have been customised/personalised to your specification).
Before returning any item you must contact us in writing and we will assist you by providing all the details you need. Please note that we do not cover return shipping costs.
If items are returned by rejecting delivery our standard return costs, equivalent to the current postage fees set by Royal Mail, per physical good parcel will be subtracted from the refund amount.
Faulty Items
If an item is faulty, so long as the fault is reported within 28 days of purchase, we will offer you the option of a replacement or a refund. This policy excludes livestock and customised/personalised goods.
If we are notified after 28 days, a replacement will be offered. This policy also excludes livestock and customised/personalised goods.
We would advise contacting us first so we can help diagnose any possible fault, suggest any troubleshooting tips or investigate known product issues.
Damaged items
Please ensure that you inspect goods carefully upon arrival. In the unlikely event that your order or any item in your order arrives damaged, we must be contacted within 24 hours of arrival. Where possible please email us a photograph showing the damage (in most instances this will negate the need to return the product) as well as your preferred resolution and we will do our best to accommodate.
Under no circumstances should any item be disposed of unless instructed in writing by ourselves. In the event of disposal, no refund or replacement will be offered.
Please note that consequential loss is excluded from all claims for issues related to late, lost, damaged or defective items.
Please note, livestock orders come with a live arrival guarantee. For more information on this guarantee, please read the relevant policy in full.
Processing Times
You should expect to receive your refund or exchange within 7-14 working days of it being received by us.
Please feel free to contact us at any stage if you wish to chase the status of your return.