Terms of Service

These Terms of Service apply to our online shop (this website), and any other online sales channels we use.

Terms of service may differ for buying from our physical shops in person.

Please contact our physical shops to get the latest terms of service for buying in person.

Minimum age

You must be aged 18 or over in order to buy animals and reptiles from us. If you’re under 18 you will need a parent or legal guardian aged 18+ to order from us on your behalf.

Enclosure and kit checks

As licensed and responsible reptile sellers, we need to ensure every animal goes to a suitable home.

After you place your order we’ll be in touch to discuss the enclosure and set-up for the animal(s) you’ve ordered. We’ll normally do this by email as soon as we can.

If you already have kit, such as an enclosure and heating, we’ll need to check its suitability before giving you the animal(s) you’ve ordered — in accordance with our Animal Activities Licence (AAL).

You’ll be able to attach photos of your kit to the email we send after you order.

If you’re picking up your animal(s) from one of our reptile shops, please bring your photos on your phone for us to check in-store.

We reserve the right to cancel your order if we don’t think your kit is suitable, and you’re unable to acquire the necessary kit.

If you don’t have an enclosure and kit already, then we stock everything you need to house, feed and care for your animal.

Animal order cancellations

Latest you can cancel

If you chose pickup

You have until the time you leave one of our shops with the animal(s) to cancel your order. Which means you can come and see your animal(s), handle them in the shop, and still choose to cancel.

If you chose delivery

You have until the time we book the animal courier to cancel your order.

Refunds

After you place an order you will receive an automated confirmation email. You will receive a second email from us personally as soon as possible to discuss your kit and set-up, collection or delivery date.

You can cancel your order for free and get a full refund if you let us know within 24 hours of receiving the second email from us.

If you choose to cancel after 24 hours of receiving the second email from us, then we will retain 25% of the price of each animal in your order.

This is to help cover the cost of housing, feeding and caring for the animal(s) while they were reserved for you — and no one else could buy them.

Abandoned animal orders

We will use the contact details you provide with your order to get in touch regarding your preferred collection or delivery date, set-up checks for animals etc.

We will make our best efforts to contact you, but if we do not receive any correspondence from you within 30 days then we will consider the order abandoned.

For abandoned orders, we reserve the right to keep the animal(s) in the order, and the total amount of money received from the order.

We have this condition in place to cover the costs of housing, feeding and caring for the animal(s) while they were reserved for you — and no one else could buy them.