Returns & Exchanges

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Returning an Item

If you're unhappy with your purchase, please let us know by telephone on 01223 208261 or by emailing

Please have details of the product and your order number to hand. Once entered onto the system you will be sent a Returns Authorisation Form to attach to the product you are returning.

All returned products must be booked in with the Customer Services Team prior to return to ensure that we can process your return quickly and efficiently.Please note we will not be able to process any returns without a Returns Authorisation Form attached.

Please return the item in its original packaging to us together with the Returns Authorisation Form and we will exchange or refund it. Items need to be returned in a re-saleable condition, undamaged and unused.

We recommend using a tracked method of delivery or obtaining a proof of delivery for returns as we will not accept anyliability for items that are damaged in transit to us. Once returned, a credit note will be issued.

Unless faulty, this needs to be within 30 days of purchase.

It can take up to 14 days from your returning the item(s) to receiving your refund.

We can’t offer refunds or exchanges, unless faulty or not as described on the following items

  • Products which have been personalised for you, such as vivariums in bespoke sizes
  • Perishable goods such as frozen foods, livefoods and plants

Returning a Faulty Item

To return a faulty item, please contact us first using with details of the product and your order number.

Each complaint is treated individually and we will do whatever we can to make sure you the matter is resolved as quickly as possible.

If we cannot solve the problem, we will either arrange a collection of the item or ask you to return it to us so we can examine the item and arrange for a suitable replacement or refund. Please note it may take up to 14 days for the refund for your original product to be processed from the date you send it back to us.