Overview
At Reptile House our goal is to not just meet but exceed expectations of animal care and customer satisfaction. We make every effort to ensure that we carry a good range of products sourced from within Australia and overseas to meet your every need.
This policy has been established to give you the comfort of knowing that, subject to the conditions set out below, if any product you purchase from Reptile House is found to be defective, or it does not meet your needs, Reptile House will happily repair or replace the product, or in some cases offer you a refund.
This Policy provides you with benefits in addition to the rights you have at law, including under the Australian Consumer Law (see below), because your satisfaction is very important to us.
What is the Reptile House refund policy?
If you change your mind about a regular off the shelf product you have purchased from us, you can return that product to us within 30 days of purchase and we will happily refund the original purchase price of that product provided the product and packaging is in its original condition and is re-saleable.
Custom made or modified products For example, custom backgrounds, custom size enclosures, fully assembled to order setups etc will not be accepted as a return simply because you have changed your mind.
See below for more information regarding online returns and delivery charges.
What is the Reptile House delivery refund policy?
If you bought the product online, and the product is defective or damaged in transit, return the product within 30 days and (provided we agree that the product is damaged or defective as outlined below) we will refund your original delivery charge or cover the costs of delivering any replacement product to you. We will not however refund delivery charges if the item is returned simply because it is unwanted.
For live reptile sales we are governed by the code of practice for pet stores that states – If within 3 days an animal (except a fish) is not acceptable to the purchaser for any reason, the pet shop proprietor is required to take the animal back and refund 50% of the purchase price of the animal.
Faulty or defective products
If you receive a faulty product from us (for online purchases a product is defective or damaged in transit on delivery to you,) return it to us within 30 days of purchase and we will inspect the product and if we agree that the product is faulty and unlikely to have occurred through abnormal use, we will, with your agreement, replace the product with an identical product. If we are unable to provide you with an identical product, we will, with your agreement, refund the purchase price of the product. If however, you return the product more than 30 days after purchase or you do not agree to the replacement or refund referred to immediately above, we will need to make a more thorough assessment of the nature of the fault before we can determine how to help you, be it replacement, repair or refund. In many situations, this will be a simple assessment by our store staff or for online purchases the customer service team. For example: if the product was wrongly described or incorrectly labelled, or if the fault is relatively simple and safe to determine, we can usually assess it immediately upon receipt.
Sometimes it may be dangerous or may not be possible to assess the product immediately due to the nature of the product (for example, if it is an electrical item). In these circumstances, we may send the product to the manufacturer or their repair agent to determine the issue and its resolution. Whilst we always do our best to provide you with a timely resolution, depending on the product please be aware it may take six weeks or more to complete the process due to the number of parties involved.
When we send your product to the manufacturer or their agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe. An alternative option is for you to liaise with the manufacturer directly, which may be more convenient and efficient for you. Our customer service team is happy to provide you with the relevant manufacturer’s contact details to assist you.
As part of any assessment, we look at the following:
(1) If there is a minor fault:
Where there is a minor fault and the product can be easily repaired, this will be carried out and the product returned to you within a reasonable timeframe. Reptile House and/or the manufacturer can instead decide to replace the product or refund the purchase price.
(2) If there is a major fault:
If the assessment is that the product has experienced a major fault you may choose to receive a refund, replacement, or repair.
(3) If the product has been damaged through abnormal use: Unfortunately, neither reptile House nor the manufacturer can offer a refund or replacement where the product has sustained damage due to abnormal use as identified by Reptile House, the manufacturer or their agent. If repair is possible, it would be at your direction and cost.
How do I return a product?
There are two ways you can return a product:
(1) Take the product to the Reptile House store.
(2) Please email [email protected] with: your name, contact details and invoice number & details to arrange return of the product by courier.
If you require further assistance please contact us by phone on 0418971106.
Any cost incurred by you in returning the product to Reptile House will be borne by you.
Do I need to show receipts to return or refund a product?
For us to process a return or refund, we will require proof of purchase.
(1) If you are a Reptile House account customer, and the transaction for the product you are returning is listed in your account that will be sufficient proof of purchase.
(2) If you are returning a product via courier, send an email to [email protected] for processing and include:
- Your name, contact details, invoice number and description of the product being returned
- Include proof of purchase in the courier package.
What are my rights under the Australian Consumer law?
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Where a failure does not amount to a major failure, Reptile House is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to Reptile House will be borne by you.
Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. Reptile House adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. The timeframes set out in this policy are considered fair and reasonable given the types of products sold.
Need help?
Reptile House
Unit 2, 27 Windsor Street, Richmond NSW 2753
Email: [email protected]
