Terms and Conditions
Terms and Conditions
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.
We are Internet Reptile who are based at Units 8-10 Clarke Road, Nottingham, NG2 3JJ, herein referred to as 'we', 'the company' or 'Internet Reptile'.
Internet Reptile is a trading name of Zinsaz (UK) Limited (registered company number 07716098), our registered business address is 10 Stadium Business Court, Millennium Way, Pride Park, Derby, Derbyshire, DE24 8HP
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.
Where reference to contact being made in writing is made, or in the event you wish to contact us in writing, this must be done by post to our trading address of Units 8-10 Clarke Road, or to our support email address which is email@example.com or by way of the contact form(s) available at www.internetreptile.com
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.
When you place your order, we accept this at the point of despatch and not before and this is point where our contract to supply products or services is formed.
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.
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, stock availability, invalid contact details or errors with product information online.
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.
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.
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.
From time to time we may offer promotional or afflilate 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
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 promise 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.
When considering or calculating price match requests we will use total delivered price taking into account the delivery service and warranty offered. 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.
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.
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).
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 and the goods subsequently perish we accept no liability for this and replacements or refunds will not be issued under any circumstances. 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.
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.
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.
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
Please also see our current delivery information for information.
Cancellations & Unwanted Items
Once an order has been placed we may not 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, but we accept no liability for costs incurred should the order be despatched.
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.
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 within 30 days of placing your order. Requests must be made by email within 15 days of delivery and return delivery costs are the customers responsibility.
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 or £14.99 for any DPD consignment. These amounts will be deducted from the subsequent refund issued.
Damaged Items (Including Live and Frozen Food)
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.
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).
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.
Faulty or Defective Items
Should an item become faulty or defective within 30 days of purchase we will always offer a replacement, refund or store credit
After this period but within the warranty period, products may be repaired or replaced (as per the manufacturers guidelines).
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.
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
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).
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.
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.
KLARNA PAYMENTS - please note we no longer offer Klarna, the section below relates to older orders only -
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment methods. Payment is to be made to Klarna.
Pay in  days: The payment period is 14 days from shipment of the goods or tickets/ availability date of the service. You can find the complete terms and conditions for the markets where this payment method is available here: United Kingdom, Germany, Sweden, Norway, Denmark, Finland, Austria and the Netherlands.
Slice it: With the financing service from Klarna you can pay your purchase in flexible or fixed monthly instalments according to the conditions stated in the checkout. The instalment payment is due at the end of each month after submission of a separate monthly invoice by Klarna. Further information regarding Slice It including terms and conditions and Standard European Consumer Credit Information you can find here for the markets where this payment method is available: Austria, the United Kingdom, Germany, Sweden, Norway, Denmark and Finland.
Direct bank transfer: Available in Germany, Austria, Belgium, Italy, Spain, Poland and the Netherlands. Your account will be debited directly after placement of your order.
Direct Debit: Available in Germany, Sweden, Austria and the Netherlands. Your account will be debited after shipment of the goods or tickets/ availability date of the service or in case of a subscription in accordance with the timelines communicated. You will be notified about the date(s) by email.
Card Payments: Available in Sweden, Germany and Austria. The amount will be reserved on your card and will be debited after shipment of the goods or tickets/ availability date of the service. In case of a subscription the amount will be debited in accordance with the timelines communicated.
The payment methods Pay in  days, Slice It and direct debit are only available in case of a positive credit assessment. For this purpose, during the order process and handling of your purchase, we forward your data for an address and credit check to Klarna. We can only offer you the payment methods available based on the result of the credit check. General information about Klarna and the user terms per country can be found on klarna.com. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.