Damaged products on delivery
If any of your order has been damaged while in transit with our couriers please contact us within 24hours of delivery with a detailed description of what has been damaged along with a photo of your damaged parcel. This will ensure a speedy replacement or refund. Please contact us with all of the necessary details.
We aim to have all damaged parcel issues resolved within 72 hours.
Returning an unwanted product;
Returning an unwanted product couldn't be more simple, if you change your mind or no-longer have a use for the product you purchased you can return the product to us for a full refund within 14 days of delivery providing the product reaches us in its original packaging and has not have been opened or used.
When sending a product back to us please make sure you take care when packing and sending the product to us just like we did when we sent it to you. We advise you send the product back using an insured courier to make sure you can claim your money back if it arrives to us damaged.
Unfortunately we are unable to refund your original delivery charge and because your delivery is subsidized your refund may have a deduction for the actual cost of delivery.
To begin the returns process please contact us stating your order number and what you would like to return.
We aim to have all unwanted returns refunded within 14 days of delivery back to us.
If your product becomes faulty and is covered under its manufacturer's warranty, we will cover the cost of the return postage to our warehouse or store. Please contact us with the details of the problem and we will depending on how old the product is offer you either a replacement or full refund once it has been processed through our returns procedure.
If a product arrives back to us without a fault and is tested to be in working order we will unfortunately ask that you pay the cost that has been incurred in collecting the product and returning it to you. This cost is on average £16, unfortunately this will be payable before the products are retuned.
Most products that are retuned are returned needing general maintenance its often that the problem can be eradicated by following some simple maintenance steps. When you contact our returns team they will often advise you of these steps before authorizing your return to our warehouse or store.
We aim to have all faulty returns resolved within 7 days of delivery back to us.
As the UK’s most advanced reptile store we provide everything you need to correctly look after your reptiles. We provide a huge range of reptile live food and frozen food, all of the latest reptile equipment and vivariums. If you have trouble finding what you need our specialists are on hand to help, simple drop us an email and one of the team will do there best to get back to you.