FAQs at The Incubator Shop
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FAQs

Find all the things you want to know, right here.

Returns & Refunds

What's your returns policy?

You can request to return any item for exchange or refund within 14 days of receiving your original order. Returned items must be in the same condition as they were received and any liquids, feeds or powders must not have been used.

How do I return an item?

In order to begin your returns process, please contact us using the 'Contact us' button bellow, fill out the form and a member of our team will then get in touch with you to discuss the best way to return the item.

In certain circumstances we may arrange for your return to be collected by DPD. In these cases, you will need to ensure that the item is adequately packed. The DPD driver will provide the returns label but it is your responsibility to ensure that the driver is handed the correct item at the pre-agreed pick-up time. We reserve the right to charge you (£25) for missed/incorrect collections.

How long will my refund take?

Once we have received your return in its original condition, we will email you to confirm receipt, and either order your alternatives or issue a refund. If you have requested a refund, this will typically take 5 days from receipt of returned items to process, dependent on bank/card issuer. If you have requested an alternative item, this will be dispatched on receipt of returned items, and will then take up to 3 working days to reach you. For full details of our terms and conditions, click here.

How long do I have to return an item?

You can request to return any item for exchange or refund within 14 days of receiving your original order. You then have another 14 days, following you return request, to return the item to us.

Does it cost to return an item?

This depends on the reason for return. If you have simply changed your mind, it is up to you to cover the costs of return postage to us.

In all other circumstances (such as in the case of a product fault), your statutory rights apply. Find out more about your rights here.

Can I exchange an item?

Yes. You can request to exchange any item within 14 days of receiving your original order. If you’d like to exchange the item as the result of a product fault, your statutory rights apply. Find out more about your rights here.

Do I have any additional return or refund rights for items that are under warranty?

In addition to your legal rights, some item faults are also covered by manufacturers’ warranty agreements. These agreements are between you and the manufacturer however we will facilitate this agreement and assist you as much as possible.

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