Terms of service

Overview

1.1 Our terms and conditions of use and sale apply to all users of our website or other services and customers placing orders online, in store or by any other means.

1.2 They are designed to be read in conjunction with our current returns and delivery information as well as our latest privacy policy. The entirety of these documents will form your contract with Internet Reptile.

Interpretation

2.1 We are Internet Reptile, herein referred to as 'we', 'the company' or 'Internet Reptile'.

2.2 Internet Reptile is a trading name of The Reptile Company (Nottingham) Limited (registered company number 07716098 / VAT Registration Number GB989016185), our registered business address is Unit 10 Quayside Court, Road 2, Colwick, Nottingham, NG4 2SR

2.3 Our terms and conditions are subject to review and change, you should check this page from time to time for updated versions of our terms. Should any part of the terms become unenforceable or invalid through the remainder will remain in force.

2.4 Where reference to contact being made in writing is made, or in the event you wish to contact us in writing, please email support@internetreptile.com - if you prefer to do so by post please use the address set-out in section 2.2.  You can also use the available contact forms online at www.internetreptile.com 

Contract

3.1 When you place an order with Internet Reptile we will ask that you complete certain information about yourself in order for us to complete the order. It is your responsibility to ensure this information is correct as we cannot be held responsible for losses that are incurred as a result of incorrect information being provided for any reason.

3.2 When you place an order with us this constitutes an offer to purchase the items at the price advertised.  When we despatch your goods, it is at this point the contract is formed.

3.3 For the avoidance of doubt, should any item be unavailable at the point of despatch for any reason, this will be removed from your order and remaining items despatched. In this instance the contract shall only apply to the order for the goods that were despatched.

3.4 We reserve the right to cancel any order or part of an order before despatch without compensation or other liability. The usual reasons for doing so may include, but are not limited to; price or listing errors, stock availability, invalid contact details, restrictions or limitations with delivery or errors in the information presented online.

3.5 Whilst we endeavour to ensure accuracy across our website, in the rare event of an error in the listing (including, but not limited to, title, URL or description) our liability is limited to offering a refund of the item paid along with any postage costs paid at the time of ordering within our standard returns period.  Please note that photographs are for illustrative purposes only and you should always check the item name and description for full details. 

Pricing

4.1 Our current pricing is available online and includes VAT at the current rate (either 0% or 20% depending on the goods being sold). Prices may vary on other sales channels including in store. Pricing is subject to change at any time and without notice.

4.2 In the event of a pricing error or misuse of discount codes, gift vouchers or otherwise are found, we reserve the right to reject or cancel orders.

4.3 From time to time we may offer promotional or affiliate discount codes or vouchers, when we reserve the right for these to apply only to specific items which are subject to ongoing review and change. These must be used at the time of checking out as we strictly cannot apply these retrospectively to existing orders under any circumstances.

Lowest Price Promise

5.1 We monitor our main competitors branded and equivalent own brand products and aim to match or beat these prices, so our customers do not have to shop around. If you find any item cheaper before making a purchase, we will aim to match it whenever we can. Please submit the request by email or using the online form including a link to the competitor you want us to match and, if accepted, we will get back to you with a link or discount code where you can make your purchase.

5.2 When considering or calculating price match requests we will use total delivered price taking into account the delivery service and warranty offered as well as any promotional codes available on either our own or the competitors website. We do not match third party or ‘marketplace’ sites such as eBay or Amazon or any site or seller that has not been authorised by the manufacturer to sell the goods in question. 

We regret we cannot always match items that are custom or that require specialist packing or delivery services (e.g. glass or bulky items) but would welcome enquiries so we can assess these on an individual basis. 

Delivery

6.1 All delivery dates or days provided are meant as 'aims' only so are not guaranteed. Missed delivery aims will not be compensated for unless express delivery is paid for and we miss our own internal despatch targets, in this case our liability is limited to the difference in cost between the express and standard services.

6.2 In the event that a courier surcharges or restricts the delivery of certain items or orders, we reserve the right to cancel these orders. Should the issue become known after despatch, we reserve the right to retrieve the items in question and refund the order in full (no further compensation or replacement can be offered in these circumstances).

6.3 If ordering frozen or livefood it is critical that you are available to take delivery of the goods on the first attempt. Should you not be available to take the delivery immediately and it is left safe or scheduled for redelivery, and the goods subsequently perish, we accept no liability for this and replacements or refunds will not be issued under any circumstances.  For the avoidance of doubt this includes instances where you reschedule or otherwise amend a delivery directly with the courier. All delivery depots have the right to destroy parcels containing frozen, live or perishable items without compensation should they be returned for any reason, should this happen we are also unable to resend, refund or otherwise compensate for these orders.

6.4 Goods returned the depot or delivery office are your responsibility to collect promptly, whilst it is unusual for delivery companies not to leave a card, it is not unknown. If your order has not arrived within 4 working days of placing it you must contact us and we will be able to chase this for you. If missing parcels are reported after this time it may cause difficulties in retrieving them or incur additional costs.

6.5 If any item is not delivered on the first attempt due to an address issue, such as the incorrect address being entered at checkout, for the purposes of liability this shall be treated in the same way as a customer not being available to take delivery on the first attempt.

6.6 Most of our couriers are able to leave orders in a safe place wherever possible if you are not in to take a delivery, if you are not in to take a delivery it is your responsibility to ensure that the courier is made aware of the best available safe place so this can happen.  We cannot accept responsibility for any parcel lost or damaged after being left so we would always advise ordering to an address where somebody will be available to securely receive the delivery

6.7 Please also see our current delivery information for information.

6.8 Palletised deliveries will be booked with you in advance.  Once a pallet is booked with you;

6.8.1 you must be available to receive the delivery on the first occasion

6.8.2 accept pallet delivery is a kerbside service only

6.8.3 accept and agree to pay a redelivery charge of £20+VAT if you miss the delivery and it can be redelivered

6.8.4 accept and agree to pay the cost of distribution if a pallet is returned undelivered (typically £50-£85+ VAT each way)

Cancellations & Unwanted Items

7.1 Once an order has been placed we are unlikely to be able to cancel this due to automation within our system.  We would ask that customers contact us promptly by email or phone so we can check your available options, however we accept no liability for costs incurred should the order be despatched.

7.2 We regret we cannot accept any returns on perishable items such as live insects, frozen food, plants or items that carry an expiry date (the only exception being if the item in question remains completely sealed and unused AND the expiry date that is more than 4 weeks from the date the return is requested). We are also unable to cancel or accept returns on orders for bespoke or special order items.

7.3 If you change your mind about any other item, provided it is otherwise pristine and unused we are happy to accept a return for either a refund or store credit as long as your request is made in by email within 14 days of delivery and the item is returned within a further 14 days.  Return delivery costs are the customers responsibility.  Perishable and customised items are exempt from this policy.

7.4 If items are returned to us by the carrier for any reason, including but not limited to uncalled for, incorrect addresses or customer rejection of delivery, our standard return costs will apply. These are currently £4.99 per parcel sent by Royal Mail., £14.99 for any DPD consignment or cost price for pallets (£100-£150 depending on region). These amounts will be deducted from the subsequent refund issued.

Damaged/Missing Items (Including Live Food)

8.1 If any item arrives damaged we must be informed by email within 48 hours of it being delivered. We are unable accept return or refund requests made after this time.

8.2 We would advise attaching photos showing the issue to your email and retaining the goods until informed otherwise (sometimes items are required back for inspection and quality control purposes).

8.3 Provided we are informed within 48 hour by email and photographic evidence is provided, we will endeavour to provide a satisfactory solution within 1 working day.

8.4 We implement barcode scanning and additional checks in our warehouses to ensure that the correct items and quantities are sent, in the rare event that an item is missing or incorrect we must be informed within 72 hours of receipt of your order.  We cannot rectify, replace or resend any item if the issue has been reported after that time. 

Frozen Food Orders (Damaged/Missing or Defrosted Items)

Note we do not cover or compensate for issues with frozen food items where you have not been available to received the order on the first delivery attempt (see section 6 for further details about delivery)  

8.5 In the event that there is any issue with frozen food items it is important to contact us immediately and you do not dispose of or use food until this has been confirmed. 

8.5 Frozen food items can only be deemed as damaged if you have spent £30 or more on frozen food items.  If an order contains less than £30 of frozen food items, the frozen food will be sent at your own risk.

Faulty or Defective Items

9.1 Should an item become faulty or defective within 30 days of purchase we will always offer a replacement, refund or store credit

9.2 After this period but within the warranty period, products may be repaired or replaced (as per the manufacturers guidelines).

9.3 Goods must always be returned to us for assessment before a final resolution can can offered. Should an item be returned to us that is not defective, expenses incurred will be recharged at cost.

9.4 Please note that consumable items (such as batteries or light bulbs) are not covered by a manufacturers warranty unless stated otherwise.

Liability for consequential loss

10.1 We accept no liability for consequential loss howsoever caused. Specifically this includes but is not limited to situations where a product is damaged, faulty or malfunctions and this in turn causes a further problem, (for example, an incubator fails which in turn damages eggs that were incubating).

10.2 For the avoidance of doubt, this includes any situation where any item or product purchased from us contains or introduces any organism of any kind into your environment.  Whilst unusual, the nature of the goods we sell means pest treatments etc are not viable so a small risk will always remain. Depending on your usage or environment type you should consider if any additional action or preventative measures should be taken; if deemed necessary this remains the customers sole responsibility.  

Disclaimer

11.1 Whilst we aim to provide accurate, correct and up to date information online and in person, we cannot guarantee the accuracy, completeness or effectiveness of any product or advice given. This risk is amplified by an ever evolving hobby where information is subject to change, become outdated or effective alternatives are found. Information and advice is given without warranty and should be read in conjunction with other sources.

Reward Points

12.1 Our rewards point system is provided by smile.io . Reward points are a none contractual and we reserved the right to amend, withdraw or limit this program without notice at our discretion.  The current value of points and redemption methods can be viewed on the smile.io popup at the bottom left of any page of our website.  

12.2. Reward points have no value outside of the current terms of the loyalty program (determined on the day of redemption) and cannot be exchanged for cash or any other benefit outside of the program.  

12.3 Reward points earned last for a total of 6 months from the date of purchase and then expire.   We also reserve the right remove points from accounts, with reason, but at our sole discretion (including but not limited to, abuse of the system or if we suspect orders are being placed for resale purposes).