Returns & Refunds policy

The Medaka Emporium
Last updated: Feb 2026

1. Overview

We want you to be satisfied with your purchase. This policy explains your rights and how returns and refunds work.

This policy does not affect your statutory rights under UK consumer law.

2. Your Right to Cancel (Online Sales)

If you are a consumer purchasing online, you have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations.

• You must notify us within 14 days of delivery that you wish to cancel

• You then have 14 days to return the goods

• We will issue a refund within 14 days of receiving the goods back (or proof of return)

To cancel, contact: The Medaka Emporium
Email: themedakaemporiumuk@gmail.com

3. Return Eligibility

To qualify for a return:

• Items must be unused and in their original condition

• Items should be returned in original packaging where possible

• Proof of purchase is required (order number or receipt)

We may reduce a refund if an item shows signs of use beyond what is necessary to inspect it.

4. Non-Returnable Items

Unless faulty or not as described, we cannot accept returns for:

• Perishable goods

• Live animals

• Custom or personalised items

• Sealed hygiene products once opened

5. Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged, or not as described:

• Contact us within 30 days of receiving the item

• We will offer a repair, replacement, or full refund where appropriate

• We will cover reasonable return postage costs for these items

6. Return Postage

• Customers are responsible for return postage unless the item is faulty or incorrect

• We recommend using a tracked service, as we cannot be responsible for items lost in transit

7. Refunds

• Refunds are issued to the original payment method

• We may wait to issue a refund until goods are received back or proof of return is provided

• Standard delivery costs are refunded if a full order is cancelled within the 14-day cooling-off period

• Delivery costs are not refunded for partial returns

8. How to Start a Return

Please contact:

Email: themedakaemporiumuk@gmail.com
Returns address: 33 Turpin Way, Chippenham, Wiltshire SN14 0UF

Include your order number and reason for return.