Contacting Us

To contact our team please you can email us, use our convenient online form or phone us.  For full details and for our office opening hours please click here to be taken to the "Contact Us" page

Our 100% Satisfaction Guarantee

If you change your mind about an item you have bought from us you may return it within 7 days of receipt for a full refund of the price paid.

The item being returned must be as new (unused and unopened as we supplied them to you) and the cost of returning the item is paid by the customer.   

This policy is inline with the Distance Selling Regulations and as such perishable goods (such as insects, fresh or frozen food) and goods made to a customers individual specification cannot be returned as they are exempt from the DSA.

If your item develops a fault within one year of purchase (or within the manufacturers warranty period if shorter) we will normally offer a prompt repair or exchange.  In all cases we reserve the right to fully inspect the goods in question and verify the fault ourselves or return to the manufacturer for verification. 

To qualify for an exchange the item must be in otherwise as new condition and not modified or altered in any way.  It must also be returned with the original packaging wherever possible.

Our policies do not cover any fault or defect caused by accidents, neglect, misuse or normal wear and tear.  For consumable items (e.g. light bulbs, batteries) the guarantee period is three months from purchase, unless the manufacturer provides otherwise.

If an item is reported as faulty within 28 days of purchase Internet Reptile will refund the cost of returning the goods to us up to a pre-agreed amount (usually first class standard or recorded delivery). 

Please email us with full details of the fault so that we can make an initial assessment and obtain authorisation for the return.

If an item is tested as not being faulty when it has been returned a such it will be returned to you at your expense.

Nothing in our returns policy affects your statutory rights and if you prefer to deal directly with the manufacturer of products nothing in our policy prevents you from doing so.

LIVE INSECTS

Despite our every endeavour to package and mark insect packages in a manner consistent with their contents and the current weather conditions, there is always a risk when delivering insects that issues may occur in transit as a result of environment or delay.   In such situations we will fully cover Dead on Arrival orders provided the following is complied with;

• The cold weather instructions have been followed (available in the "ADVICE CENTRE" section of our site.
• Damage or defect is reported to us within 24 hours of delivery wherever possible (and in any event no longer then 48 hours after delivery).
• The insects have not been ordered for Friday dispatch and received the following week (accordingly orders arrinving Saturday that have problems MUST be reported to us no later than the Sunday of that weekend WITHOUT exception.

We reserve the right to inspect any insects and share information regarding claims for dead arrivals with our insect breeding teams in order to ensure our policies are not subject to abuse and we can continue to ensure customers with genuine problems can always have the peace of mind their orders are fully guaranteed.

Waste Electrical and Electronic Equipment (WEEE) Regulations

As a customer you are not banned from disposing of WEEE in their bin but the WEEE Regulations have created a network of collection points for WEEE.  You should now find it easier to recycle their old equipment through a mixture of improved local authority civic amenity sites and new take-back facilities provided by retailers. These are operating now.

Internet Reptile offers a simple free take-back on old electrical/electronic products when buying a new one.  E.g.  If you buy a new thermostat we will take back your old one to ensure it is disposed of correctly.  Any old items should be returned to us within 28 days of you buying your new one.