Returns
Reptili Return policy
To give you extra peace of mind when ordering, we offer a 30 day returns policy. If you purchase an item and decide it's not right for you, you can return it to us at your own expense for a refund.
Similarly, if an item you've purchased develops a fault within the warranty period, we'll be happy to provide a replacement once this has been confirmed by either us or the manufacturer.
Our returns process is very simple to follow. A typical return usually takes 14 days to complete - from the time it reaches us to the time we provide a replacement or refund - but it can take longer with some products or manufacturers unless this is done in one of our stores.
Certain items (such as live food & plants, or spare parts) can't be returned. Products must have all original packaging or labels. The product cannot be returned if this has been personalised for you, or made to your specific measurements e.g., bespoke vivarium’s.
How to return an unwanted item?
Providing you've not used your item, the product isn’t damaged and it's in a resalable condition, you can return within 30 days, and we'll exchange or give you a refund.
Online - Let us know why you're returning it. We'll get back to you within a day or two to authorise the return and provide the details you'll need to send it back to us.
Send back your item - If you're returning an unwanted item, you're responsible for covering the costs. We recommend packaging your item carefully and sending it via an insured service since if it arrives damaged, you'll need to claim its value from the courier.
In Store – You can return any unwanted purchase to any of our stores. Simply take the product in, with your receipt/proof of purchase and one of the Reptili team will check the product and process your exchange/refund. If you do not have a proof of purchase, we can attempt to find your order on our sales system and exchange/refund the item for the purchase price.
How to return a faulty item
Online - Contact us and let us know why you're returning it. We'll get back to you within a day or two to authorise the return and provide the details you'll need to send it back to us.
Send back your item - Our returns team may need to speak to you to investigate the fault. They resolve many problems and can avoid the need to send items back. If a fault is suspected, you’ll need to send the item back to us. We recommend packaging your item carefully and sending it via an insured service.
Product Testing - Some suppliers want us to test faulty items before replacing them, and a few require us to send the item to them. We'll do this as quickly as we can, but it can take up to 28 days. If a fault is found, we'll replace the item. If not, we'll send it back to you.
In Store – You can return any faulty to any of our stores. Simply take the product in, with your receipt/proof of purchase and one of the Reptili team will check the product and process your refund or replacement. If you do not have a proof of purchase, we can attempt to find your order on our sales system and if a fault is found a replacement or refund of the item will be made for the purchase price.
Returning an animal
Reptili does not accept an animal back for a change of mind. Please research and ensure the animal is right for you and your home. If you are unsure, speak to the Reptili team or do not make the purchase.
If you experience any problems or are not wholly satisfied with any animal purchased, please return to a Reptili store within 48 hours. We guarantee all our animals for 48 hours for death/illness, excluding all invertebrates, amphibians’ chameleons, and any highly specialised reptilians.
Guarantee Exemptions: Animals collected by a third party, not arranged by Reptili are exempt from our 48-hour guarantee.
Death - If the animal dies within 48 hours, return the body frozen together with a qualified exotic vets necropsy report stating cause of death.
Please provide your receipt/proof of purchase and one of the Reptili team will check the animal and process your exchange/refund.