Returns & Refunds


Unwanted goods return policy:

We hope you will be delighted with your purchases from South Wales Sugar Gliders UK. However, if for any reason you are not completely satisfied you may return the goods within 14 days from receiving them and we will be happy to offer a refund.  

If you are returning goods to us, it is your responsibility to ensure they reach us in the same condition as they were sent, including packaging.

We recommend you get proof of postage from the post office - it is free and insures contents up to £46.00. We cannot take responsibilty for parcels that are lost in transit, were sorry but no refund will be given for any goods that we do not receive. Please let us know when you have posted your returned goods so that we can expect them. 

Please package goods securely to prevent damage, ideally in there original packaging and unused. 

Please ensure you enclose proof of purchase or ideally a copy of the original receipt (invoice), we recommend a copy so you still have the original for your records. Please initial next to the item you are returning and include a contact telephone number and email address at the bottom incase we need to contact you for any reason. This will enable us to process your return quicker.

The cost of returning any items is at your expense.

We will refund the order or the relevant part of the order, but we regret we cannot cover any of the outbound postage charges if it is part of a multiple order. Unless the goods were sent in error.

Refunds will be made within 14 days of receiving the goods back to us, please ensure you enclose proof purchase with the return goods to minimise any delays and to locate accurate pricing paid in order to refund.

We wont be able to refund if proof of purchase is not present (your invoice).

Faulty/broken goods return policy:

If any of your goods are faulty, you have the choice whether you wish to accept a replacement or a refund. You will need to contact us as soon as possible by email as we would appreciate a picture of the faulty goods to help speed up the refund procedure .. a photo will also help us decide whether the item needs to be returned  prior to any refund. once we have made our discision on whether the item needs to be return, we will either refund you and if needed cover the cost of the returning item to us or post a replacement free of charge again refund the posting cost if the item needs to be returned to us ). Please contact us by email and get proof of postage when you send items back. 



We are happy to exchange unwanted items, simply follow the procedure above for returns of unwanted goods and remember to include a list of what you'd like instead of the items that you're returning. Please remember to include a day time contact number and email address as we may need to contact you to take payment for P&P. We charge a minimum of £1.50 for P&P for resending out exchanges.



If orders are lost and you do not receive within 7 days from purchasing please send us a email (through contact page) stating 'order not yet received'. we will then look into the matter and contact you.



We can not offer a refund or exchange on any custom orders as these are made especially for you and cannot be resold.