Refund policy
1. Refund & Returns Policy
Last updated: 8 September 2026
Returns and refunds
At Galactic Tadpole, we want you to be happy with what you order. If something isn't right, please contact us at galactictadpole@outlook.com and we'll help.
Your cancellation rights
For most products purchased online, UK consumers have a legal right to cancel their order within 14 days of receiving the goods, without having to give a reason.
If you wish to cancel under this right, please contact us within the applicable cancellation period at:
Please include your order number and the products you wish to return.
After telling us that you are cancelling, you normally have a further 14 days to send the goods back.
Unless the goods are faulty, incorrect or not as described, you are generally responsible for the direct cost of returning goods when exercising your change-of-mind cancellation right.
Condition of returned products
Please take reasonable care of products while they are in your possession.
Products should be returned in an appropriate condition, with their original packaging and accessories where reasonably possible.
If a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may be entitled to make a deduction from the refund where permitted by law.
Faulty, damaged or incorrectly supplied products
Your statutory rights are not affected by this policy.
If an item arrives damaged, faulty, defective, materially different from its description, or you receive the wrong item, please contact us as soon as possible at galactictadpole@outlook.com.
Please include your order number and, where helpful, photographs of the product and packaging.
We will assess the issue and provide an appropriate remedy in accordance with your legal rights. Depending on the circumstances, this may include a repair, replacement, price reduction or refund.
You do not lose your statutory rights because a product is reduced in price or purchased during a promotion.
Personalised and made-to-order products
Some products may be personalised or made specifically to your instructions.
Where permitted by law, personalised or made-to-order goods may be excluded from the standard change-of-mind cancellation right because they have been made to your specifications.
This does not remove your legal rights if a personalised product is faulty, damaged, not as described, or otherwise fails to meet the standards required by law.
Before ordering a personalised product, please carefully check all names, dates, spellings, initials, measurements and other information you provide.
Where a product has been correctly made according to the information supplied by you, we may not be able to accept a change-of-mind return where the law permits an exception.
How to request a return
Email:
Please provide:
- Order number
- Your name
- Product(s) concerned
- Reason for the return, where applicable
- Photographs if the product is damaged, faulty or incorrect
We will provide return instructions where a return is appropriate.
Do not send products to our business address unless we specifically instruct you to do so.
Our return-processing address may vary depending on the product and fulfilment partner, so we will provide the correct return instructions for your order.
Refunds
Where a refund is due, we will normally refund the relevant amount using the original payment method.
Where you exercise your statutory cancellation right, refunds will be handled within the timescales required by applicable law.
Where permitted by law, we may wait until goods have been returned or you provide evidence that they have been sent back before issuing the refund.
Questions
If you have any questions about returns or refunds, contact: