Returns
Non - Tortoise Returns
How To Return An Item (excluding Tortoises):
Your item must be unused, in its original packaging and condition as you received the item (unless there is a manufacturer fault or defect*).
Your item must be returned within 30 days of your purchase.
1. Please use the form below to request a refund.
2. You will be sent a returns address within 2-3 working days.
3. Please include a signed letter stating the reason for the return along with your original receipt.
4. You will be refunded the value paid for the item. You will not be refunded for original shipping and handling fees. You will not be refunded for returned items shipping/handling fees unless goods are faulty*.
*For faulty goods (manufacturer fault or defect) please see Terms and Conditions for postage refund information.
Tortoise Returns
How To Return A Tortoise:
If we have delivered you a tortoise and you decide that you no longer want it and would like to return it, you will still need to pay the original delivery charge as well as a £50 collection/quarantine/rehoming fee.
We will only accept tortoise returns within 30 days of delivery, if you’ve changed your mind and no longer want the tortoise.
1. Please use the form below to request a return.
2. You will be contacted to arrange collection of your tortoise.
3. Please include a signed letter stating the reason for the return along with your original receipt.
4. You will be refunded the value paid for the tortoise, but you will not be refunded the original delivery charges or return delivery charges.
We guarantee our tortoises against death from any disease or illness within the first 2 months of your ownership. Please see Terms and Conditions for further information.
Exchanges
Non - tortoise exchanges
You can exchange an item (excluding tortoises) for a different size or colour, providing your return item is in ‘like new’ condition and we have the size/colour required in stock. You can also exchange your like new items for other items in our shop, up to the value you paid for the item.
You will not be refunded for original shipping and handling fees. You will not be refunded for returned items shipping/handling fees unless goods are faulty.
Exceptions
Some items cannot be returned if they are opened, used, altered or not in original packaging. Please check with us first by completing the returns form below.
Returns Form
All returns must be approved by us in advance. Please send us this completed form and we will contact you within 3-5 working days of receipt of your return request with details of how to action your return.