Refund and Return Policy of Above Reptiles

Introduction

At AboveReptiles, we strive to ensure our customers are satisfied with their purchases. If for any reason you are not satisfied, we offer a straightforward return and refund policy as outlined below.

Types of Products Covered

Our return and refund policy applies to the following types of products:

Live Animals
Plants
Accessories
Live Food
Frozen Food
Prepared Food

Return Conditions

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Returns must be initiated within 14 days of receipt of the product.

Non-Returnable Items

Certain types of goods are exempt from being returned:

Live animals past 3 days of taking the animal or delivery
Live plants past 3 days from delivery or collection
Live food
Frozen food

However, items may be refundable depending on the circumstances.

Refund Process

Eligibility for Refunds

Refunds are issued for the following reasons:

Defective or broken items
Incorrect items delivered

Refunds will be processed to the original payment method or issued as store credit. Refunds can take up to 14 days to process, depending on your bank’s processing time.

Partial Refunds

If returned items are not in their original condition or are missing parts, a partial refund will be issued based on the condition of the returned items.

Return Procedure

To return an item, please follow these steps:

Contact Customer Service: Reach out to our customer service team via email at Contact@bermondseyexotics.com to initiate the return process.
Send Items Back: Ship the items back to us

Please note that customers are responsible for paying the return shipping fees.

Restocking Fee

A 5% restocking fee will be applied to all returns.

Exchanges

We will aim to exchange the items with an equivalent item unless a refund is preferred by the customer. If you wish to exchange an item, please follow the return process outlined above and specify your preference for an exchange.

Special Cases

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at info@abovereptiles.com with details and photographs of the issue. We will work with you to resolve the problem promptly.

Incorrect Items

If you receive an incorrect item, please contact us at info@abovereptiles.com. We will arrange for the return of the incorrect item and ensure you receive the correct item as soon as possible.

International Returns

Currently, we only accept returns from within the US.

Frozen Food Delivery Guarantee

We guarantee that all frozen food will arrive frozen upon delivery. It is important to be at your delivery address to receive your order when our courier attempts delivery, as we do not offer scheduled timeslots. If you miss the delivery attempt, the frozen arrival guarantee is voided.

Animal Live upon Delivery Guarantee

We guarantee that all live animals will arrive alive upon delivery.

3 Day Return Window

Customers have a 3-day return window for live animals. The animal must be returned in the same condition as taken from our shop or delivered by one of our DEFRA-certified couriers. Any illnesses or injuries will result in this 3-day window being closed.