Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return, this excludes perishable goods like livefoods, frozen foods, and plants. Items must then be returned within 14 days of requesting a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened and unused, with tags, and in its original packaging. You’ll also need your order number to hand. 

To start a return, you can contact us at info@reptilesbypost.co.uk

If your return is accepted, we'll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note you will be liable for the return postage fee. We can provide a return postage label for around £5.00 for most small items.

You can always contact us for any return questions at info@reptilesbypost.co.uk 

Cancellation of orders

If you wish to cancel an order after it has been placed, you may do so by clicking the "View & Edit Order" button in your order confirmation email. Refunds are then processed automatically and funds are usually returned to the same payment method within a few days.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods, such as livefoods and plants. Please get in touch if you have questions or concerns about your specific item.

Frozen Orders

Frozen orders are guaranteed to arrive frozen provided they are accepted on the first delivery attempt - If you miss the delivery, the order will no longer be guaranteed to arrive frozen and wont be refunded or replaced.

Tracking information is provided as soon as the order is packed and shipped, please keep check of your delivery on the day its expected to be delivered. 

Delivery Free

Your delivery fee is non-refundable. The cost of returning items will be at the expense of the buyer.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@reptilesbypost.uk