What is the difference between a return and a complaint?

A complaint concerns a product defect — non-conformity with the description, damage, poor quality. A return is withdrawal from the purchase within 14 days without giving a reason (consumer right art. 27). A complaint is always possible; a return only for non-living items (accessories, formicaria, food). Ants as live animals are not subject to return (art. 38) but are covered by the 24h live delivery guarantee.

How long does a complaint take to process?

Complaints are processed within 14 business days of receiving a complete submission (photos, description, order number). In practice we reply within 24 hours and close most cases in 2–3 days. Refunds are issued within 7 business days of receiving the returned goods in unopened condition. The money goes back via the same channel used for payment.

What cannot be returned?

Cannot be returned: live ants and colonies (art. 38 consumer protection — live animal exemption), opened and used products (food, substrate, gypsum hydrators), custom-made items (custom formicaria). All other products (accessories, factory-sealed formicaria, decorations, tools) can be returned within 14 days of receipt in unopened condition.

What is the step-by-step return procedure?

Step 1: submit a return request via the contact form within 14 days of receipt — include order number and product names. Step 2: you receive an email with the return address and packing instructions. Step 3: pack the products in the original packaging, include a printed return form. Step 4: ship at your cost (or ours in select cases). Step 5: after we receive and verify, we refund within 7 business days to the original payment account.

Returns & Refunds

Returns & Exchanges Policy

AntOnTop
Chrząstawska 21, 51-522 Wrocław, Poland
NIP: 8952221712 | REGON: 387056064
Phone: +48 796 220 541 | Email: [email protected]

Return window: We accept returns within 14 calendar days from delivery, in line with the Polish Consumer Rights Act of 30 May 2014. This policy applies worldwide unless local law grants longer mandatory periods.

1. General conditions

Items must be unused, complete, and in original, undamaged packaging with all inserts and accessories.
Put your order number, full contact details, and a short reason for return inside the parcel.
Pack securely to avoid transport damage.

2. How to start a return

Within 14 days of delivery, email [email protected] with subject Return request and include your order number, name, address, and reason.
Ship to: AntOnTop, Chrząstawska 21, 51-522 Wrocław, Poland. Use tracked shipping; you are responsible for the goods until they reach us.

3. Refunds

After we receive and inspect the goods, we refund within 14 days to the original payment method. We do not refund the original delivery cost or the cost of returning the goods, except where required by law. Only the value of the returned goods will be refunded.

4. Exchanges

For a different size/model, please place a new order. The original order will be refunded once your return is processed.

5. Return shipping costs

All return shipping costs are paid by the customer.
The minimum return shipping cost is 5 EUR. The final cost depends on the country of return, the carrier, and the weight/size of the package.
We do not refund the original delivery cost or any costs incurred for returning the goods.

6. Complaints (defects / damage)

If the product is defective or the parcel arrived damaged, contact us as soon as possible with your order number, description, and clear photos. We respond within 14 working days with a resolution (replacement or refund for the item’s value only).

Refunds will not be given if the item is used or damaged when it arrives at the seller. The refund amount will be deducted or the item will be returned to the customer if the item cannot be repaired.

7. Important exclusions (no return unless defective at delivery)

Sealed items opened after delivery (health/hygiene): Products delivered in sealed packaging that cannot be returned once opened (Consumer Rights Act, art. 38(5)).
Live ants / live colonies: Shipped in sealed containers. After the seal is opened post-delivery, returns are not accepted unless the product was defective at delivery.
Custom-made or personalized items and consumables that were unsealed/used.
Items with signs of use, contamination, missing parts, or damaged original packaging.

8. Live Arrival Guarantee

EU orders: Live arrival guarantee. If DOA occurs, contact us within 24 hours with timestamped photos/videos — we will replace or refund the affected items’ value (excluding any shipping costs).
Non-EU orders: We dispatch in good condition with available documentation. The buyer is responsible for customs clearance, taxes, and delays/restrictions of local authorities.

9. Processing time

Returns and complaints are processed promptly — usually within a few business days and no later than 14 days from receipt of the returned goods or confirmation of defect.

10. Questions

Need help? Email [email protected] or call +48 796 220 541.

This policy does not limit any statutory consumer rights under applicable law.

Frequently asked questions

Can I return a live ant colony?

Live ant colonies are not returnable due to animal welfare. However, our live arrival guarantee covers every order — if the queen does not arrive alive, we re-ship a replacement at our cost.

What happens if my queen arrives dead?

Send a photo or video of the queen taken on the day of receipt, within 24 hours of delivery. We re-ship a replacement at our cost. The guarantee applies to all EU and UK destinations.

What is the live arrival guarantee?

A full re-ship at our cost if the queen or colony does not arrive alive. Photo or video evidence on the day of receipt is the only requirement. No questions asked beyond verifying the order details.

Can I return an unused formicarium or accessory?

Yes — 14-day return window from delivery date on unused hardware in original condition. Original packaging preferred but not strictly required.

How long is the return window?

14 calendar days from the day you receive the package. The product must be unused and in resaleable condition (no scratches on acrylic, no setup residues).

Who pays for return shipping?

For change-of-mind returns, the buyer covers return shipping. For defective or damaged items, we cover return shipping and issue a full refund or replacement.

How quickly do you process refunds?

Refunds are issued within 3 business days of receiving the returned item, back to the original payment method. PayPal and card refunds usually clear within 5 business days; bank transfer up to 7 days depending on your bank.

Can I exchange a product instead of a refund?

Yes — message us before sending the item back. We will arrange a direct exchange for a different size, model, or species without going through a refund cycle.

Do I need the original packaging to return an item?

Preferred, not strictly required. We accept returns in any protective packaging that prevents damage in transit. Mention if you have to ship in alternate packaging so we can warn the courier.

How do I start a return?

Email us or message via the contact form on the product page with your order number and the reason. We confirm the return address and any specific instructions within 24 hours.