REFUND & LIVE ARRIVAL POLICY

At Terra Solutions, we take exceptional care to ensure all live feed is prepared, handled, packaged, and delivered in the best possible condition to minimise stress and maintain quality.

Because live insects are perishable living commodities, special conditions apply to orders containing live feed.

Live Feed Orders

Due to the nature of live feed products, we are generally unable to accept returns or provide refunds after delivery has been completed, except where products arrive in an unsatisfactory condition or where your legal consumer rights apply.

All live feed is inspected prior to dispatch and delivered personally by Terra Solutions within an agreed delivery time slot.

Delivery Attendance Policy

Please ensure someone is available at the delivery address during the agreed time slot.

Our driver will wait for up to 20 minutes from arrival. If no one is available to accept the delivery within this period, the order will be considered a failed delivery attempt.

As live feed is time-sensitive and perishable, missed deliveries may not be eligible for refund or redelivery. A redelivery may be offered at our discretion and may incur an additional delivery charge.

By placing an order, you acknowledge and accept responsibility for being available during your confirmed delivery window.

Live Arrival Concerns

If you have concerns regarding the condition of your live feed upon arrival, please contact us within 2 hours of delivery.

To allow us to assess the issue fairly, please include:

• clear photographs of the product,

• your order number,

• a brief description of the concern.

All cases are reviewed individually and fairly.

Delivery Conditions

Live insects are sensitive to environmental conditions, including temperature, enclosure conditions, handling after delivery, and time left unattended after acceptance.

For this reason, Terra Solutions cannot accept responsibility for issues arising after delivery has been successfully completed.

Incorrect Address Information

Customers are responsible for providing accurate delivery information.

If an incorrect address or contact information prevents successful delivery, additional delivery charges may apply.

Order Changes & Cancellations

Orders may be changed or cancelled up to 24 hours before the scheduled delivery time.

Once preparation of live feed has begun or the order is out for delivery, cancellation or refund may not be possible.

Your Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer law.