We provide a 30 day returns period to give you extra peace of mind when ordering. If you wish to return an order or an individual product within 30 days of its arrival please contact us by email through the website or call us on 07835720678 to book in your return. If your return is authorised, we’ll email you a returns form with a unique returns ID no. to enclose with your return and the address details you need to affix to your parcel.
What items you’re allowed to return?
We will be happy to replace any items that have been damaged by our couriers on their way to you or any item that develops a fault covered by the warranty. However, we also allow customers to return entire orders they don’t want, or return individual products that don’t meet their requirements or needs. The only condition is that the products you want to return haven’t been used, reach us in resalable condition within 30 days of receipt and that you’ve had your return authorised by us before sending the item back.
Who pays for the postage costs?
If you want to return an item that’s arrived damaged or has developed a fault under warranty, please contact us and we will arrange for the item to be collected from you and we will cover all costs. If you want to return an unwanted product or order you will need to cover the costs of postage yourself. Since you’re responsible for the safe arrival of goods you return to us yourself, we recommend packing the item carefully and using an insured courier service.
Products you can’t return?
Unfortunately, we’re unable to accept returns for items that we do not normally carry in stock and have been ordered specifically for you or items that are made to order, such as custom-made vivarium’s or pond liners, spare parts, videos, books or live plants, unless they are faulty or damaged. We’re unable to handle faulty products purchased elsewhere or those that are outside the warranty period.
How long does it take to process returns?
It can take 7-10 days for us to handle returns. Simpler returns are handled much more quickly. We test all faulty products that are returned and will let you know the outcome of the tests throughout the process, we must test faulty products as they are tested once returned to the supplier.