Returns, Refunds & Faulty Items Policy
This policy should be read in conjunction with our Terms & Conditions and forms part of the agreement between you and Internet Reptile.
We hope you are delighted with everything you order from Internet Reptile. However, if something is not quite right, our team will be happy to help. Please contact us before returning any item and we will provide the information you need.
Cancellations Before Dispatch
- Orders are processed and dispatched quickly using a high level of automation.
- As a result, we are unable to cancel, amend or combine orders once they have been placed. This includes adding items, changing delivery addresses or changing payment methods.
Unwanted Items
- We are happy to accept returns of unwanted and unused items.
- You have 14 days from the date of delivery to notify us that you wish to return an item, followed by a further 14 days to return it to us.
- This policy excludes perishable items, including livefood, frozen food, hygiene products, products with an expiry date, specially ordered items and customised products.
- Orders placed for resale, trade purposes or where you are otherwise not acting as a consumer are excluded unless agreed in writing beforehand.
- You must contact us before returning any item. Return postage costs are not covered by Internet Reptile.
- If an item is returned by rejecting delivery, return charges will apply at £4.99 per Royal Mail parcel or £14.99 per courier consignment, such as DPD, DX or TNT.
Faulty Items
- If a fault is reported within 28 days of delivery, we will offer either a replacement or a refund.
- Where a fault is reported after 28 days, a repair or replacement will normally be offered in accordance with the manufacturer's warranty procedures and policies.
- Depending on the product and manufacturer, it may be quicker to return the item directly to the manufacturer. Our customer service team will advise on the most appropriate course of action.
- Unless agreed otherwise in writing, the cost and responsibility of returning an item rests with the customer.
- We recommend contacting our team before returning any product, as we may be able to diagnose the issue, provide troubleshooting advice or identify a known fault.
- Consumable products, such as light bulbs that do not carry a manufacturer's guarantee, are not eligible for refund or replacement after 28 days from purchase.
Damaged Items
- Please inspect all goods carefully upon delivery.
- If any item arrives damaged, you must contact us within 48 hours of delivery.
- Where possible, please provide photographs showing the damage together with your preferred resolution. In many cases this allows us to resolve the issue without requiring the item to be returned.
- Glass terrariums and wooden vivariums must be checked upon delivery. If there are any signs of transit damage, the item should be signed for as damaged at the time of delivery.
- Do not dispose of any damaged item or its packaging unless instructed to do so in writing by Internet Reptile.
Please note that consequential loss is excluded from all claims relating to late, lost, damaged or defective items.
Returns Processing Times
- Where a prepaid Royal Mail tracked returns service has been arranged by us, parcels are usually received within 2 working days of posting.
- Please retain all tracking information until your return has been fully processed.
- If you choose to use your own return service, delivery times are determined by the carrier you select.
- Internet Reptile cannot accept responsibility for parcels lost or damaged when using a return method that has not been arranged directly by us.
Refunds and exchanges are normally processed within 2–4 working days of the returned item being received.
In the rare event that manufacturer inspection, specialist testing or external guidance is required, processing may take longer. If this occurs, we will endeavour to keep you updated throughout the process.
If you would like an update on the status of your return at any stage, please contact us.
