Returns & Exchange Policy
Our top priority will always be to provide the highest-quality products for your reptile and its home; however, we understand that there can sometimes be faults.
Returns (Non-Faulty Items)
Returns are only accepted within 7 days of purchase.
Items must be unused, undamaged, in original packaging, and accompanied by a valid receipt.
Refunds will not be issued after these 7 days, for any reason.
Exchanges (Non-Faulty Items)
Unopened products may be exchanged for store credit or another item of equal value within 7 days of purchase.
Items must be returned in their original packaging with a valid receipt.
No exchanges will be accepted after 7 days.
Non-Returnable Items
Opened items, including food, supplements, and substrate, are strictly non-returnable due to hygiene and safety regulations.
We do not accept returns on sale or clearance items.
Warranty & Faulty Products
Items covered by a warranty and bulbs that have blown within 30 days of purchase may be replaced only if a valid receipt is provided.
Bank statements are not accepted as proof of purchase.
Faulty items will be assessed before a refund or replacement is issued. If an item is found to be damaged due to misuse, improper care, or accidental damage, no refund or replacement will be provided.
No refunds or replacements will be given for accidental damage or general wear and tear.
Claims for faulty items must be made within a reasonable time and are subject to the Consumer Rights Act 2015.
Enclosures And Setups
Returns are accepted within 7 days of purchase.
To qualify for a refund or exchange, items must be unused, undamaged, in original packaging, and include a valid receipt.
No exchanges or refunds are available for open, used or assembled items.
Custom-made or prebuilt items are non-returnable.
Deposit schemes:
A 50% minimum non-refundable deposit is required for animals and dry goods.
Payment in full is required for prebuilt kits.