All deliveries will be dispatched within 1 working day. *With the exemption of Pallet orders.

FREE delivery on all orders over £29.99 for standard delivery (delivery within 2 working days). 

Orders below £30 will incur a £3.99 delivery charge for standard delivery (delivery within 2 working days).  *

* Northern Ireland - £4.99 and 2-3 working days

Next working day delivery will incur an additional charge of £10 per order and £5 per item ordered. Next day delivery does not include pallet deliveries. Your order needs to be placed before 10am to qualify.*

*Northern Ireland £18.00 - Order needs to be placed before 8am to qualify.

Next working day delivery does not include weekends or bank holidays

If you pay for next day delivery on a palletised item, we will contact you and refund you this charge.

*All large vivarium’s and cabinets will need to be sent on a pallet delivery. Please see the pallet delivery section. These will be exempt from being dispatched in 1 working day and will be booked in with you for delivery.

*Northern Ireland Deliveries are subject to £75.00 Pallet Fee.

If you have purchased a product that needs to be sent on a pallet delivery, we will contact you via the contact number / email address provided with your order. Please ensure these details are correct.

There are no next day, timeslot or weekend deliveries.

Your delivery will need to be signed for and the driver will not leave with a neighbour or in a safe place. It will require signing for.

The driver will not help you in the property and it is your responsibility to dispose of pallet and packaging after the delivery. The driver will not take the pallet with them. 

If you live in a location with restricted access, please provide any relevant information. Our deliveries are made by large lorries. If you fail to provide this information, your delivery may be delayed.

There are no free redeliveries. If you are not in to accept the delivery, redeliveries cost £35.00. Alternatively you can collect from the depot.

RETURNS & REFUNDS

1. This policy sets out the returns policy for goods or services purchased through the online store Reptile One (Aqua Pacific UK Ltd).

2. To be eligible for a return, your item must be unused and in the same condition that you received it, and it must be in the original packaging.

3. Some types of goods are exempt from being returned for a refund where they are perishable or consumables (i.e. filter material).

4. Other types of services cannot be returned for a refund, for example where the service begins as soon as you make the payment (e.g. postage and packaging, downloadable software product) or a gift card or gift wrapping service

5. Under the Consumer Contracts Regulations, if you change your mind about a purchase you have made within 14 working days after the date of delivery, you are entitled to a full refund of the original purchase price for the goods or services you wish to return, and the original postage and packaging charges made. You will not be entitled to a refund of the cost you incur in returning the item to us.

6. Our standard returns policy entitles you to a full refund of the purchase price excluding the postage and packaging charges if you change your mind (i.e. the goods or services provided are not faulty or were not described properly) within 14 working days.

7. If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction.

8. Where you would like to return a physical product you have purchased, please contact us to let us know that you will be returning the item. To obtain a refund for a non-physical product (like a service) please contact us for further information about how this can be done.

9. Once your return is received and inspected we'll contact you to let you know whether your refund will be processed or not, and credit your original method of payment, within a certain amount of days.

10. If you haven't received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it hasn't been received and then contact your bank as some banks or card companies take a number of days to credit your account.

11. If an item you purchased was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).

12. If an item you purchased was in a sale then it may not be eligible for a refund if you have changed your mind. If you are in any doubt please contact us before making the purchase.

About our Guarantees

The Manufacturer or Distributor, of Reptile One goods, is collectively known herein as “Reptile One”. Please refer to contact details for Reptile One below or on the

applicable Reptile One website. Any product that is covered by its own guarantee (as enclosed with the product) is subject to the conditions of that guarantee.

The benefits given to the purchaser, under guarantee, are in addition to all other statutory rights and remedies which the purchaser has in respect of products under

legislation in the applicable country of purchase. This guarantee shall not affect any such rights and should be read subject to such legislation.

Terms and conditions of your Reptile One Guarantee

1. The Reptile One guarantee becomes effective from the date of purchase.

2. You must provide the proof of purchase before any repair or replacement of your Reptile one product is considered when requesting a guarantee claim.

3. All products subject to guarantee claim should be prepared for transportation in the original packaging or other comparable packaging which offers the same

degree of protection.

4. Where products are repaired or replaced under guarantee, these products are guaranteed for the remainder of the original guarantee period, where permitted

by local law.

5. Where claims on inspection reveal goods are in normal working order, Reptile One will request reimbursement of all reasonable costs incurred.

6. Where Reptile One determines the products are being used in a manner contrary to the intended purpose/use, instructions, specifications or this guarantee,

Reptile One reserves the right to terminate the guarantee and will provide written notice to the purchaser.

What is covered:

1. Reptile One warrants to the purchaser, for 1 Year from date of original purchase, to repair or replace products where fault is found due to defective materials or

faulty workmanship and where goods do not operate in accordance with the instructions.

2. The guarantee covers any other products as enclosed with the product unless those products are provided with their own guarantee.

3. The guarantee covers the Terrarium against gluing breakdown resulting in leakage.

What is not covered

Where permitted by local law, the following exclusions and limitations apply in regard to the guarantee:

1. Glass or Acrylic scratching, for whatever reason caused after purchase.

2. Glass breakage for whatever reason after purchase unless it is established that the breakage was caused prior to purchase.

3. Product guarantee claims where fault is due to, but not limited by a) misuse b) neglect c) abuse d) fire or flood e) normal wear and tear f) accidental breakage g)

Acts of God h) mains voltage fluctuation or supply problems i) connection to any voltage other than what is stated on the rating plate j) modification or tampering

to electrical cord or plug, k) vermin, insects or foreign objects l) liquid spillage or submersion of goods not designed to sustain such use or duress.

4. Where inspections reveal the products are in normal working order including where noise or vibration is consistent with normal product operation.

5. Attempted repairs or modifications by unauthorised persons, including but not limited to the drilling of holes in the terrarium glass by unauthorised persons.

6. Where the product’s factory rating plate has been removed, altered, damaged or is rendered illegible.

7. Where products are not installed, operated or maintained in accordance with Reptile One’s product instructions, specifications or this guarantee.

8. Replacement or repair of worn consumables such as: suction cups, filter media/cartridges, impellers and shafts, light tubes, lamps, bulbs and starters.

9. Replacement of lost products, parts or components.

10. Costs associated with products transportation, removal, installation, postage or cost of insurance.

11. Any damage incurred whilst installing, transporting or moving the goods.

12. Subject to certain local statutory rights and obligations to the contrary, and this guarantee shall not affect those rights or obligations, where, to the full extent

permitted by law: 1. all express and implied warranties and conditions under statute or general law, are expressly excluded and Reptile One, where permitted,

will limit liability as follows and at Reptile One’s option to: in regard to products either a) the replacement of goods or supply of equivalent goods b) the repair of

products or the cost of replacing the products OR of acquiring equivalent products OR in regard to services either c) the re-supply of services d) the cost to re-supply

services. 2. Reptile One will not be liable for any loss or damage, including consequential loss or damage either directly or indirectly, or for any incidental expenses,

of any kind, and in any way whatsoever.

Reptile One may be contacted in:

United Kingdom

Aqua Pacific UK Limited

www.reptileone.co.uk