Refund and Returns Policy

Livestock DOA Terms

In the unfortunate event that any livestock ordered arrives dead, please take a clear photo, in the original unopened bag, showing the deceased animal, followed by a further clear photo of the animal removed from the bag, laid on a sheet of white paper.

Please note that contact and photos must be received within 90 minutes of the delivery time.

Please note that delivery must be accepted and signed for on the first delivery attempt by the driver, any delays to the delivery as a result of failed attempts will void the guarantee.

 

Once the above has been received and approved we will replace the animal where possible and issue a full refund for the deceased animal if not.

Warranty terms

Many products sold come with a warranty from the manufacturers. In all circumstances where a warranty claim is required, please contact us first and we will do our best to assist you with the claim.

Refund terms

Our refund and returns policy for eligible products last 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

Several types of goods are excluded from being returned. Livestock and Perishable goods such as frozen or live food, custom built equipment and special order items cannot be returned under any circumstances.

To be eligible for a return, you must have proof of purchase of the item, the item must be unused and in the same condition that you received it. It must also be in the original packaging. You are responsible for the postage costs and any costs for returning the item. We recommend that you bring any product back to the store if returning any item or send it recorded delivery with the item being insured as The Ocean Project is not liable for any parcels lost in transit.

Refunds may take up to 3 days from the return being received to it being processed.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds may be granted:

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

• Any item that is returned more than 30 days after delivery
• Reduced or sale items

Sale items

Only regular priced items may be refunded. Sale items will be refunded at our discretion and may only be eligible for a partial refund. This applies to all goods.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a notification and the refund to the gift giver.

How we process your refund

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3-5 days. We will notify you when this has been done.

If you have not received your refund

If you have not received a refund yet, first check your bank account again.

Then contact your credit card company or bank as there is often some processing time before your refund is officially posted.

If you have done all of this and you still have not received your refund, please contact us at accounts@theoceanproject.uk