Applies to livestock and live invertebrates supplied by Bio Forest
Before Ordering
The customer is responsible for checking that the species is suitable, legal to keep, permitted by any tenancy or venue rules and supported by an appropriate enclosure before ordering.
Bio Forest may contact the customer for additional information or refuse an order where fulfilment would present an animal-welfare or legal concern.
Delivery and Attendance
A responsible person must be available to receive the delivery where required. Follow tracking information and bring the parcel inside promptly. Live parcels must not be left exposed to unsuitable temperatures.
Condition and Dead-on-Arrival Reports
Any concern must be reported immediately after delivery. Provide clear photographs of the unopened outer packaging, labels, internal packaging and the animal or contents as received.
No dead-on-arrival or condition refund will be considered when the issue is first reported more than two days after delivery. Reporting promptly gives Bio Forest the best opportunity to investigate the packaging, courier handling and animal condition.
Outcome of a Valid Claim
Bio Forest will assess the evidence and circumstances. Where a claim is accepted, the appropriate remedy may be a replacement, account credit or refund depending on availability, the order and applicable consumer law. Delivery charges and replacement arrangements will be considered case by case.
Change of Mind
Live animals and live invertebrates are not supplied on a change-of-mind return basis. Do not send an animal back without written instructions from Bio Forest.