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Online Shop Return, Refund and Cancellation Policy 

Date of last review: 31/01/2024 


Thank you for shopping at UK Wild Otter Trust. The following policy is applicable for any products that are purchased from the UK Wild Otter Trust Online Shop. We want you to be completely satisfied with your purchase and we inspect everything carefully before posting to ensure quality. We also do our utmost to package and protect everything so that it doesn’t get damaged on its way. Please read our online shop return, refund and cancellation policy carefully to understand the terms and conditions for returns, refunds and cancellations. This policy is designed to provide clarity and ensure a positive shopping experience for you. If you have a problem, we want to put it right as soon as possible. Please contact us in the first instance: 

Name: Georgie Throne (Personal Assistant to UKWOT CEO)  

Phone: 07770324770  

Email: info@ukwot.org  


Returning Undamaged or Non-Defective Goods 

In order to keep our charity costs to a minimum, we can only accept the return of items if they are faulty or were supplied in error and, unless the product is defective, you will not be able to return any product that is not in its original packaging, i.e. unopened and with any seals or shrink-wrapping intact. 

The following goods cannot be returned: 

  • Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over. 
  • Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery. 
  • Goods which are, after delivery, according to their nature, inseparably mixed with other items. 
  • Items in a bundle can only be returned together. 
  • We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion. 

Otter Adoptions and Tolga’s Fan Club memberships cannot be returned or refunded, unless in exceptional circumstances, see below for more information. 

If you wish to return unopened goods that meet the above criteria you have 30 days from point of purchase. 

Please also be aware that you shall be responsible for any return delivery charges, and the risk of loss or damage to the goods that you are returning until they have been received by us. For your protection, we recommend that you use a recorded-delivery service when returning goods to UK Wild Otter Trust. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.  A return address will be provided once you contact us via info@ukwot.org 

Returning Damaged, Defective or Incorrect Goods 

Damaged Goods: If you have taken delivery of a package and it or the contents have been damaged in transit, you can return the item(s) to us within 7 working days of receipt for exchange.   

Faulty Goods: You have the right to return any faulty goods within 7 days.  

Incorrect Goods: If you discover that we’ve sent you the incorrect goods, please contact us by email at info@ukwot.org immediately and return the incorrect items. We will quickly replace them with the goods you ordered, subject to stock availability. 



You have the right to a refund/cancel your order if you notify us within 14 days of receiving your goods. You then have 14 days to return the goods to us. We will then refund you within 14 days of receiving the goods. We will use the same means of payment as you used for the Order, and you will not incur any fees for such reimbursement. You don’t have to provide a reason. To begin the refund process please email info@ukwot.org or call 07770324770.  

Otter Adoptions and Tolga’s Fan Club memberships cannot be returned or refunded, unless in exceptional circumstances, see below for more information. 

If you have placed an order by mistake or accidently placed an order twice please contact us ASAP and we will cancel the order as long as it hasn’t already been sent out. 


Otter Adoptions & Tolga’s Fan Club 

Due to the nature of our otter adoptions and Tolga’s Fan Club membership, once they have been sent out, they are non-refundable, unless due to exceptional circumstances. This is at UKWOT’s discretion. Due to the high level of customer care we provide, complaints are rare. However, we do take complaints very seriously and have strict procedures in place to ensure that they are dealt with fairly and effectively. If you encounter any problems or require any advice regarding your purchase, please email info@ukwot.org.  We regard the satisfaction of every customer as central to our charity and will always give any complaint the highest priority 


If you have any questions about our return, refund and cancellation policy, please don’t hesitate to contact us. Your satisfaction is our priority, and we’re here to assist you. 

Name: Georgie Throne (Personal Assistant to UKWOT CEO)  

Phone: 07770324770  

Email: info@ukwot.org