Returns & Refunds

Why hatching eggs cannot be returned

A hatching egg is a perishable, living product. Viability starts falling from the day it is laid, and every extra journey through the post lowers the chance of a chick. An egg that came back to a seller could never honestly be sold again, so nothing on Broody is ever posted back - not even when something has gone wrong. Where an order deserves a refund, you keep or dispose of the eggs and the money comes back to you.

Changed your mind?

• Before dispatch: cancel for a full refund. Your payment is held on the platform and has not moved to the seller yet, so cancelling costs you nothing. Contact the seller from your order page.
• After dispatch, orders cannot be cancelled. As perishable goods liable to deteriorate rapidly, hatching eggs are exempt from the usual 14-day cancellation right under the Consumer Contracts Regulations 2013.

Something wrong when it arrives

If eggs arrive broken, the clutch is short, or the order is not what the listing described, you are covered. Report it from your order page:

• Tell the seller within 14 days of delivery - though sooner is always better, and for breakages the same day is ideal. Open the order in your account and send them a message - photos of the box and contents as they arrived make everything faster.
• Sellers aim to put it right within 48 hours of your report, usually with a partial or full refund depending on what happened.
• Not resolved? Broody steps in. Either of you can escalate to our dispute process, and we can refund from held funds in cases of clear seller fault such as non-dispatch or gross misdescription.
• An order that never arrives is treated the same way: report it from the order page and it will be refunded if delivery cannot be confirmed.

How refunds are paid

• Refunds go back to your original payment method - the card you paid with. We cannot refund to a different card or account.
• Refunds cost you nothing. There is nothing to post back, no restocking charge and no fee.
• Once issued, a refund typically appears on your statement within 5 to 10 working days, depending on your bank.

A word about hatch rates

Hatching is a partnership between the seller's breeding and your incubation, and no outcome is guaranteed - postal handling, storage and incubator conditions all play a part. A disappointing hatch on its own is not grounds for a refund unless the listing made a specific fertility guarantee. Many sellers will still help, so it is always worth a friendly message.

Your statutory rights

Nothing on this page reduces your rights under the Consumer Rights Act 2015. Goods must match their description and be of satisfactory quality, and you are always entitled to a remedy where they are not. Full detail lives in our Terms of Service.