Returns and Refunds

Last updated: 15 August 2026

This policy sets out your legal rights and how to use them. Nothing here affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Your right to cancel — 14 days

If you are a consumer, you have the right to cancel your order for any reason within 14 days of the day you (or someone you nominate) receive the goods. You do not need to give a reason.

To cancel, tell us clearly before the 14 days are up — email octopusbaits@gmail.com with your order number. A clear statement by email is enough.

Once you have told us, you have a further 14 days to return the goods to us.

Refunds on cancellation

We will refund the full price you paid for the goods, plus the standard delivery charge you paid to receive them. If you chose a more expensive delivery option than our standard service, we refund the standard cost only.

Refunds are made to your original payment method, within 14 days of us receiving the goods back, or of you providing proof that you have sent them, whichever is earlier.

You pay the cost of returning the goods to us. We may reduce your refund to reflect any loss in value caused by handling the goods beyond what would be reasonable in a shop.

Goods that cannot be cancelled

The right to cancel does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons, where the seal has been broken after delivery. This covers opened bait, liquids, powders and other consumables. Unopened, sealed items can always be returned.

It also does not apply to goods made to your specification or clearly personalised.

2. Storing your bait

All of our bait must be stored out of direct sunlight, in a cool, dry place, away from moisture. This applies to sealed products and, in particular, to any product once it has been opened. Once a bag, pot or bottle has been opened, reseal it as fully as you can and keep it dry.

Bait that has been stored in heat, sunlight or damp conditions after delivery can sweat, soften, go mouldy or lose its attraction profile. Damage caused by storage conditions after the goods have been delivered to you is not a manufacturing fault, and is not something we are able to refund or replace.

This does not affect your rights below where a product was genuinely faulty when it reached you.

3. Faulty, damaged or incorrect items

These rights apply whether or not an item has been opened, and apply equally to items bought on sale or at a discount.

If goods are faulty, not as described, or not fit for purpose, you are entitled to:

Within 30 days of delivery — reject the goods and receive a full refund.
After 30 days and within 6 months — a repair or replacement. If that fails or is not possible, a refund, which may be reduced to reflect use.
Up to 6 years from purchase — you may still have a claim where a fault was present when the goods were supplied.

For the first 6 months, a fault is assumed to have been present at delivery unless we can show otherwise.

Contact us at octopusbaits@gmail.com as soon as you can. Photographs help us sort things quickly. Where goods are faulty or we sent the wrong item, we pay the return postage.

4. How to return an item

Email octopusbaits@gmail.com with your order number and what you are returning.
We will confirm the return and give you the return address.
Package the goods securely. We recommend a tracked service — until we receive them, the goods are your responsibility.

Returns address: Octopus Baits, 20a Goulds Farm, Shalford Rd, Rayne, Braintree CM77 6DF.

5. Store credit

Where you are entitled to a refund, we will always refund you in money to your original payment method. If you would prefer store credit instead, we are happy to offer it — but the choice is yours, and we will never issue credit in place of a refund you are entitled to.

6. Contact

Octopus Baits
Christopher Root and Jonathan Root
20a Goulds Farm, Shalford Rd, Rayne, Braintree CM77 6DF
octopusbaits@gmail.com