Returns:
We do accept returns for 14 days if you are not happy with your item. The customer must pay for postage on any returns. We will not accept returns or refund any item that is sent back to the shop damaged it must be in the same condition as we sent it in, any damages must be reported within 48 hours of receiving the product. We will not issue a refund until the product is back with the shop and refunds may take up to 14 days to process. Fossils will have imperfections please ask the store for any photos required, and judge accordingly.
Breakages/damaged on delivery:
If an item arrvies broken photographic proof must be sent and the shop notified within 48 hours of receiving the item. With clear photos of the item in their delivery box damaged. We usually offer the following options: full refund, replacement or a credit not or voucher. In the event of a damaged item we usually cover any further delivery costs.
Underground fossils reserves the right to refuse a refund if we feel the item has been mishandled or damaged by the customer after delivery.
Our fossil guarantee:
If your purchased fossil ever turned out to be fake or completely wrong we will issue a full refund.
fake fossils are: completely false or made up of completely wrong species to deliberately mislead.
Fillers, repairs, restoration, incorrect ID or change of scientific name or wrong local dose not constitute as fake and we will always do our best to state any repairs and the condition of the fossil at time of purchase.
The guarantee only counts for the sole individual who originally purchases the fossil, we will not refund with any second parties or persons.
The fossil must be in the same condition as when it was purchased, any damages or alterations will result in a void guarantee.
The purchaser must provide adequate proof that must be given by an impartial scientifically accredited persons before a refund will be considered. We will also request assessment from our professional wholesalers where appropriate.
We reserve the right to refuse refunds to anyone we feel is trying to mislead or miss use the guarantee system.
Refunds can take up to 14 days and we may also request to get any disputes verified by our own experts before any refunds are considered or issued. A valid receipt or proof of purchase must be provided, if your not happy with an item on arrival you have 14 days to request a return and receive a full no quibble refund, once the item has been received by ourselves and is in the same condition as we sent it we will happily send a full refund.
In store customer behaviour:
Underground fossils has a zero tolerance policy on rude, aggressive or disruptive behaviour. We always treat visitors with respect and expect the same in return. Anyone being rude, abusive, disruptive or damaging/miss handling items will be asked to leave the store and may be permanently banned. We operate CCTV on these premises for everyone's safety.
Shoplifting of any kind will result in immediate police action and a permanent ban from the store.
Children are welcome in the store providing they are capable of not handling the items for sale. Any person or child who is risking breakages may be asked to leave the shop. All breakages must be paid for in full.
Well behaved dogs are welcome inside the store but at the owners responsibility any breakages due to the dogs behaviour will need to be paid for in full.
International shipping:
We ship to most countries in USA, Canada and Europe.
We have a flat shipping fee of £25
WE DO NOT COVER IMPORT TAXES AND COUNTRIES IMPORT FEES OR ADMINISTRATIVE SERVICES. We only cover the shipping cost of an item. The item will be insured and we will not declare any item as a lower value than it is worth. It is up to each customer to check their countries import and delivery processes. It is also the customers responsibility to check that they can import the items to their country.
International items may be returned if your not happy with them but the postage and fees are at the customers expense and the item must arrive back in the exact condition we sent it in before refunds are given.
If an item arrives broken please let the shop know within 48 hours of receiving the parcel and we may issue a refund if the item is broken by the courier (this is at our discretion).
If you cannot find your country on our shipping list please contact the store and we will see if we can arrange shipping to your destination. ​
Please note: due to new EU product regulations we cannot send any jewellery, models or home décor items to any country in the EU. We can only send fossils and minerals to the EU.