Changing your mind...

If you have any questions please contact us

When purchasing from Online Reptile Shop you are protected by the distance selling regulations, this gives you the right to return any unopened, unused, non perishable, non special order item to us for a full refund within seven days of delivery. 

Returned items should be unused and must be returned in original packaging with any enclosed documentation. We will issue a full refund on receipt, excluding the original delivery charge. Alternatively, if preferred, we will exchange the item.

Buyers must bear the costs of returning any unwanted items and we strongly advise you use an insured method with tracking or proof of delivery for return as we will not accept any liability for returned items until they have arrived safely back to us, or for any items that are damaged in transit during return.

Please contact us on order@onlinereptileshop.co.uk if you wish to return an item for prior authorisation.

All purchases are protected by the Distance selling regulations and your statutory rights are unaffected

If you believe an item is faulty....

If your item is faulty, please contact us first using  order@onlinereptileshop.co.uk  as you will be suprised at how many problems are not actual faults and can be rectified via e-mail.

If we cant solve the problem then we will either arrange collection of the item or ask you to post it back to us so we can examine the item and send you a replacement or refund (refunds are only given on items that become faulty within 30 days after receipt of the goods).

Each complaint is treated individually and we will do whatever we can to make sure you are inconvenienced as little as possible, However we will always insist that a faulty item is returned before any replacement or refund is given with no exceptions.

All purchases are protected by the sales of Goods act and your statutory rights are unaffected

5: Cancellation and Returns Policy

5.1: If you wish to cancel your order:

(a) you can notify us. See the Contact Us page for details; or

(b) where goods have already been dispatched to you, by returning goods to us in accordance with clause 5.2 below. The cost to safely and securely return any unwanted items lies solely with the purchaser.

5.2: Any goods for return must be notified to us in writing within 7 working days commencing from the day after receipt. Any non-faulty goods returned outside of the 7 day period without notice during the period we reserve the right to refuse.

5.3: The rights to return the goods to us as referred to in clause 5.2 will not apply in the event that;

a) the product has been used

b) the product is not returned to us in the same condition as you received the product.

c) the product has been manufactured to individual requirements and/or on a special order basis.

d) the product has been sold/passed on to a third party Any goods that are damaged in transit on return to Online Reptile Shop due to poor packaging or lack of care on your behalf will not be refunded and will be returned to sender. Please ensure all returns are packaged to the same level as when initially received. We require all original manufacturers /branded packaging to be enclosed.

5.4: Some of the items available from Online Reptile Shop will be delivered requiring a signature upon receipt. Prior to signing for goods we ask that you check that the goods are both undamaged and that all goods are in the consignment that should be. Signing for the goods is an acceptance that everything in the delivery is as it should be and undamaged. If your order is being sent to a work address please ensure that the person signing for the goods on your behalf if not yourself is aware of what needs to be done on the arrival of the delivery. If you inform us of damages or shortfalls after signing for a consignment it makes it extremely difficult to make a claim from the couriers and some couriers will not accept liability. Claims for damages and shortfalls will be processed within 48 hours.

5.5: In the event of an alleged defect with goods fitted and used but still under warranty, the purchaser must return the goods to us for inspection and assessment of the fault. If the defect is deemed a fault covered by warranty and still within the cover period we will pursue the claim with the utmost importance. As outlined below, please contact us prior to making any returns so that we are aware of the return initially and also so we can begin to establish if the fault is one that is covered by the terms of the warranty and ensure that the product is still within the warranty period.

The provisions of these clauses do not affect your statutory rights.