Refund and Returns Policy


Our refund and returns policy lasts 14 days. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Once the goods have been received by us we will issue a full refund on the same day.

If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.

Several types of goods are exempt from being returned. Any Live fish are non-returnable, they are however covered by our arrive alive guarantee.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Live food Products

To complete your return, we require a receipt or proof of purchase.

Contact us at and will provide a free shipping label to return your item.

There are certain situations where only partial refunds are 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 14 days after delivery.

Live Jellyfish – Arrive Alive Guarantee

When jellyfish are purchased the buyer accepts our arrive alive policy. Jellyfish are fully guaranteed for our customers “peace of mind” up until their delivery. If a jellyfish perishes in transit a replacement jellyfish or refund can be arranged.

Customers are responsible for researching jellyfish and their environment before purchasing jellyfish. UK Jellyfish will not ask details regarding your aquarium set up, it is the responsibility of the customer to provide suitable environment for any jellyfish purchased.

The customer must provide photographic evidence that the jellyfish perished in transit. This can be sent in the form of a picture / video to An approved image would be for example, a damaged jellyfish inside the clear fish transport bags that they are shipped in. This evidence should be provided within 7 days of delivery.

If more than 7 days have past from delivery the jellyfish are non-refundable.


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 are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company / payment processor (i.e PayPal, Klarna), it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and a return postage label will be provided. Once the return item has been received and checked the exchange item will be shipped.

Shipping returns – UK

To return your product, you should email and we will provide you with a return postage label.

We will cover return shipping fees within the UK. Once the return item has been received and checked the exchange item or refund will be processed.

Shipping returns – International

In the case of international orders return shipping is to be paid by the customer. All return goods should be sent to UK Jellyfish, 35, Cairnwood, Heads nook, Brampton, United Kingdom, CA8 9AH. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Need help?

Contact us at for questions related to refunds and returns.