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Refund Policy

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Refund Policy - the basics

Refund Policy – Raw Reptiles Ltd

This Refund Policy outlines the conditions under which refunds, replacements, or store credit may be issued by Raw Reptiles Ltd. By placing an order, you agree to the terms set out below.

1. Live Animal (Livestock) Sales

Non-Refundable Nature of Live Animals

Due to the sensitive nature of live animals, all live animal sales are final once dispatched. Live reptiles are exempt from the Consumer Contracts Regulations as per UK law.

DOA (Dead on Arrival)

In the unlikely event a live animal arrives deceased, customers must:

  • Notify Raw Reptiles Ltd within 2 hours of confirmed delivery

  • Provide clear photographic or video evidence of the animal in its original, unopened packaging

Failure to meet these requirements may void eligibility for a replacement or refund.

If a DOA claim is approved, Raw Reptiles Ltd may offer, at its discretion:

  • A replacement animal (subject to availability), or

  • Store credit, or

  • A refund excluding shipping costs

Shipping fees are non-refundable.

Welfare & Customer Error

No refunds or replacements will be issued for:

  • Incorrect temperatures, husbandry, or housing

  • Stress or illness occurring after delivery

  • Failed deliveries due to incorrect address or customer absence

  • Changes of mind

2. Non-Living Goods (Equipment, Supplies, Frozen Food)

Returns

Non-living goods may be returned within 14 days of delivery in accordance with the Consumer Contracts Regulations, provided that:

  • Items are unused, unopened, and in original packaging

  • Proof of purchase is supplied

Customers are responsible for return postage costs unless the item is faulty.

Faulty or Damaged Goods

If an item arrives faulty or damaged, customers must notify us within 48 hours of delivery with photographic evidence. Where confirmed, we will offer:

  • A replacement

  • A refund

  • Or store credit

Exclusions

The following items are non-refundable:

  • Opened frozen food

  • Perishable goods

  • Custom or special-order items

3. Refund Processing

Approved refunds are processed to the original payment method within 5–10 working days. Processing times may vary depending on payment provider.

4. Legal Compliance

This policy complies with UK consumer law, animal welfare legislation, and trading standards. Nothing in this policy affects your statutory rights.

5. Contact

For refund or return enquiries, please contact Raw Reptiles Ltd via our website contact form.

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