Refund policy

Refund & Replacement Policy

At Onlypods, we are committed to delivering high-quality products and live animals with care and precision. This policy outlines how we handle refunds and replacements for both live animals and dry goods.

Live Animals – Replacements Only

We do not offer refunds for live animals under any circumstances.

Instead, we offer replacements under the following conditions:

  • The order was shipped via Royal Mail 1pm Special Delivery
  • The animals perished within 24 hours of delivery
  • You provide photo or video evidence following the guidelines below

If you selected Royal Mail 24hr, your order was sent entirely at your own risk, and is not covered by our Live Arrival Guarantee.

Photo & Video Evidence – Strict 1-Hour Deadline

To qualify for a replacement of live animals:

  • You must email clear photo or video evidence of the deceased animals
  • Evidence must be submitted within 1 hour of the recorded delivery time
  • Send all claims to: onlypodsstore@gmail.com
  • Include your order number in the email subject or message

Claims submitted after the 1-hour deadline may still be considered, but replacements will be at our sole discretion.

Dry Goods (Non-Living Items)

We offer a refund or replacement for faulty or damaged dry goods, including items such as décor, containers, tools, and accessories, if:

  • You notify us within 14 days of delivery
  • You provide photo or video proof of the issue

All claims are assessed individually and processed as quickly as possible.

How to Submit a Claim

To request a replacement or refund, please email:
onlypodsstore@gmail.com

Include the following:

  • Your order number
  • A brief description of the issue
  • Photo or video evidence, depending on the nature of the claim

Important Notes

  • Claims that do not follow the guidelines or miss required deadlines may be rejected
  • We reserve the right to deny replacement requests where evidence is insufficient or conditions are not met