Terms and conditions 

Please read our terms and conditions before purchasing: 

We do not sell wholesale or to other retailers. 

Refund policy: 

prices are subject to change without notice at any given time. 

All purchases are final unless the product is faulty.

Any returns must be accompanied by a receipt or proof of purchase. 

We do not cover light bulbs under our return policy. 

Any faulty goods must be reported and returned within 3 weeks of purchase. 

Refunds can take up to 48 hours to be issued. 

We reserve the right to refuse sales to anyone who is abusive or is acting with intention to steal from or mislead us. 

We will not issue refunds if the product has been misused or is damaged by the owner. 

It is the customers responsibility to read the manual before using any product and we accept no responsibility for errors or damages caused by the operator. 

Shipping policy: 

All goods are dispatched within 1-2 working days.

delivery is usually within 2-3 working days. 

All online purchases are final unless the product is faulty or arrives broken. 

If an item arrives broken please inform us within 7 days or receiving the parcel with a photo of the broken item. 

we will issue a refund within 48 hours if the broken or faulty item meets all our terms. 

you will not be charged a second postage fee. 

If the item is out of stock we will inform you within 24 hours and refund the purchase. 

Livestock policy: 

Anyone purchases must be made by people of 16 years of age or older. 

We reserve the right to refuse sale of an animal to anyone who we feel dose not know how to care for it or has not got the correct set up please do not take offence if we ask about the set up the animal is going into its our job to make sure livestock goes to the right home.

It is up to the customer to have the correct knowledge and set up to care for the animal before purchase. (we are always happy to give advise and assist with any purchases but do always advise the customer to research the animal from lots of different sources and make an informed decision before purchase) 

any issues with livestock must be reported within 24 hours. 

refunds for livestock is ultimately the stores decision we will usually cover this for up to 48 hours but can refuse a refund if we feel the animal has not been transported properly or cared for properly. any deaths must be backed up with a photo and we will require photos of the set up and information on the temperatures and humidity for reptiles and amphibians and for fish a water sample. 

Shop visitors: 

face masks must be worn inside the store.

Everyone is welcome from beginner to advanced. 

We are happy to assist and give advice to any one considering getting a new pet. 

We use CCTV through the store. 

We have a zero tolerance policy on theft no matter how small the police will be called and the person/persons banned from the store permanently

Any abusive or offensive behaviour will not be tolerated and the person/persons will be banned from the store and refused sales. 

We respect people of all beliefs and opinions but if you do not agree with the keeping pets or exotic animals then please refrain from entering the store. We will not tolerate any disruptive behaviour in the shop. 

Children must be accompanied by an adult at all times. It is also up to the adult to supervise their children and ensure their safety when in the store.  

All customers are to treat the animals with respect, this includes not touching any equipment in store, not tapping on glass or being excessively loud and not opening any enclosure doors at any time. 

 

customer complaints: 

If you are unhappy with your product or service please contact us via email or call the store. We will always happy to talk and to try to find a solution to the problem where possible. If your not happy or worried about an animal in store please ask, we will gladly explain the care of the animal and address the concern.