Refund policy

Returns & exchanges

Statutory Cancellation Right

You have the statutory right to cancel your order for any reason within 14 days beginning with the day you receive the item. To exercise your cancellation right please contact totallydegu.co.uk (customer.support@totallydegu.co.uk)

I gladly accept returns, exchanges and cancellations

Contact me within: 14 days of delivery

Return items back within: 30 days of delivery

Request a cancellation: before item has dispatched (Contact; customer.support@totallydegu.co.uk)

The following items can’t be returned or exchanged

Because of the nature of these items, unless they arrive damaged or defective, I can’t accept returns for:

• Custom or personalised orders
• Perishable products (like food or flowers)
• Digital downloads
• Intimate items (for health/hygiene reasons)

Conditions of return

Returns Costs & Methods

totallydegu.co.uk will refund the cost of sending an item back to us if it’s defective, damaged or incorrect. In many cases, we’ll provide you with a pre-paid returns label. If your return is not the result of a totallydegu.co.uk error, and you’re using a pre-paid return label, we’ll deduct the cost of the return from your refund. If you are funding the return, we will only refund the basic 2nd class Royal Mail cost for the item. Please note that returns that contain multiple items, or large items, may cost more. Postal return costs incurred by the buyer via a change of mind return will not be refunded

Please note that certain types of items aren’t eligible for cancellation or return under the totallydegu.co.uk returns policy (see above)

If the item is not returned in its original condition, the buyer is responsible for any loss in value. All items are inspected upon return.