If an item arrives damaged or defective please let us know immediately so that we can issue a replacement or refund. Please keep the defective item including all packaging and we will let you know if we need it to be returned or disposed of.

If an item stops working within 28 days of purchase please contact us. We may ask some questions about how this item was used and suggest solutions to troubleshoot the problem. If we cannot solve the problem and the item is not working correctly, then contact us to return the item for a replacement.

If an item stops working after 28 days it may be covered by a manufacturer’s guarantee. This will have been detailed in the box of the item if so and will have instructions for you to send back to manufacturer. However we’re happy to troubleshoot at any duration and to give you advice on how to get it working, so don’t hesitate to contact us.

If the item arrives and you realize it is not suitable for your needs, if you return the item to store or via the post in full, unused condition, we can issue store credit to the value. If the item is used by you we are unable to offer refunds. It must come boxed in the original condition, with all pieces included. Please keep your receipt if you purchased the item in store. For online purchases please let us know the email address you made the order from.

We always do our best to meet your needs, so if you’re not sure about a purchase or return, just give us a call on 02920 190291, an email to support@reptilecymru.co.uk or a Facebook message and we’ll be happy to help.