This page covers questions relating to returns; items that can be sent back to us and who is responsible for the cost of the return.
We provide a no quibbles extended returns policy of 30-calendar days to give you extra piece of mind when ordering. If you wish to return a whole order or an individual item, please contact us and ask for a returns authorisation number.
Items faulty on arrival
If you have received an item from us damaged on delivery or if an item becomes faulty, please contact us immediately so we can assist you.
Depending on the circumstances we may want to recall the item for inspection or testing. In the event of this happening, we will provide you with a pre-paid postage label for you to return this item back at your earliest convenience.
During inspection if the item is found to be faulty then a replacement or refund will be issued immediately. If no fault can be found with the item then it will be returned back to you.
If the item was simply damaged during transit, we may request a digital photograph to be taken before proceeding with the claim.
If you change your mind
If you want to send an item or order back to us then you can do so as long as you request this within 30-calendar days of receipt. Any goods returned must be in a new, unused and re-saleable condition.
You as a buyer are responsible for the return cost of these items and we recommend using a tracked and insured service to guarantee they arrive back with us. Remember, it's important to retain your proof of postage when returning any items.
What can't be returned
We're unable to accept returns for items that have been made specifically to order, such as custom made vivarium's or for any other special order items. CDs and DVDs cannot be returned if the seal is broken and we do not accept returns for perishable items such as livefood, frozen food and live plants.
If you've received livestock that you're unhappy with, please contact us to discuss this in more depth.
Goods returned without a returns authorisation number
Items that are returned to us without a return authorisation number can take longer to be processed. Without this vital information, it can be difficult to understand the reasoning for the return and who it was for. Please ensure you contact us and request a return authorisation number before attempting to return an item
Faults developing later
If a problem occurs outside of our 30-calendar day returns policy, don't worry we will do our best to assist you. Please contact us via our email contact form, clearly stating the problem or fault you've been having.
Some of the items we sell are covered by a manufacturer's warranty. In this instance, we'd advise contacting the manufacturer directly. For items which include warranty registrations, you may need to complete their registration forms to benefit from the warranty.
Our returns address
FAO Returns Dept
Exotic Pet UK Ltd
Can't find what you're looking for? Please see our FAQs page