Refund policy

Return and Exchange Policy for Reptilia.ae

At Reptilia.ae, we take great pride in providing high-quality reptiles and pet supplies to our customers. Please read our return and exchange policy carefully to ensure a smooth experience when shopping with us.

1. Live Reptiles and Animals

No Returns or Exchanges:
Due to the nature of live animals, we do not accept returns or exchanges on any live reptiles or animals after the sale has been completed and the animals have been accepted by you at the time of delivery.
•    Check Upon Delivery: We advise you to inspect all live animals thoroughly when they are delivered. Please take a moment to check the condition of the animal with the delivery team present.
•    Refusal of Delivery: If you notice any issues with the animal or if it is not what you expected, do not accept the delivery. You will be eligible for a full refund if the animal is refused and returned in its original condition.
•    Acceptance: Once the animal has been accepted from our delivery team and you have signed the sale agreement, no returns or exchanges will be entertained.

2. Pet Supplies (Non-Live Items)
•    Exchanges for Non-Live Items: We offer exchanges for most non-live pet supplies within 2 days of delivery. To be eligible for an exchange, the item must be unused, in its original condition, and in the original packaging.
•    Exclusions: Items that are damaged, opened, or used (other than inspection), live feeders, frozen items are not eligible for return or exchange.

3. Electronic Items
•    Warranty-Based Exchange: Electronic items (such as heating lamps, thermostats, and other pet electronics) are covered by the manufacturer’s warranty. If the item is defective or malfunctioning, we will process an exchange based on the terms of the manufacturer’s warranty.
•    Warranty Claim Process: To initiate a warranty exchange, please contact us with your order details, and we will guide you through the warranty claim process.

4. How to Request an Exchange or Refund
To initiate an exchange or refund request for non-live items or electronics, please contact us at:

Email: info@reptilia.ae

Whatsapp: +971 50 182 1408

Please provide your order number, the item in question, and a description of the issue. For exchanges, please note that the item must be returned to us within the specified period, in its original condition.
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By purchasing from Reptilia.ae, you agree to abide by the terms of this return and exchange policy. We strive to ensure your satisfaction and are here to assist you should you have any concerns.