Last updated: 6 August 2026
We want every Reptilia order to arrive correctly and in good condition. Please inspect your order promptly and contact us through the Contact Us page if an item is damaged, defective, incorrect or missing.
Orders cancelled or refunded because of a customer ordering error are subject to a 30% handling fee, to the extent permitted by applicable law. This includes selecting the wrong product, variation or quantity, supplying incorrect order information, or changing your mind after the order has been processed.
The handling fee helps cover payment-processing, administration, picking, preparation and restocking costs. It will not apply where Reptilia supplied an incorrect, damaged or defective item, where we cancel because stock is unavailable, or where applicable South African consumer law requires another remedy.
Contact us as soon as possible and include your order number. We cannot guarantee that an order can be stopped once it has been prepared, specially ordered, handed to a courier or dispatched. Approved refunds are returned using an appropriate available payment method and may take additional time to reflect depending on the payment provider or bank.
If an order arrives incorrect, incomplete or visibly damaged, contact us promptly with your order number, a description of the problem and clear photographs of the product, parcel and packaging. Keep the item and all packaging until we have assessed the matter. Where a product is confirmed to be defective or incorrectly supplied, we will provide an appropriate remedy in accordance with applicable law.
Please contact us before returning anything. Products must be returned only after approval and according to the instructions we provide. Unless the return results from our error or the law provides otherwise, the customer is responsible for return-delivery costs and for ensuring that the item reaches us safely.
Returned goods should be unused, complete and in their original condition and packaging. Products that have been used, damaged after delivery, altered, installed, contaminated or returned incomplete may not qualify for a refund.
Returns and claims involving live animals are assessed individually, with animal welfare as the priority. Customers must follow appropriate care, acclimation, feeding, housing, temperature and handling requirements. Contact us immediately if there is a health or condition concern and provide photographs and any other information reasonably requested. Nothing in this section limits rights that cannot lawfully be excluded.
Frozen, perishable, opened food and hygiene-sensitive products generally cannot be returned because of a change of mind once dispatched or collected. Please contact us promptly if such a product was supplied incorrectly or arrived defective or damaged. Frozen goods remain subject to the ice-pack and destination restrictions in our Shipping Policy.
Custom-made, specially ordered, personalised or specially prepared products may not be cancellable or returnable after work or procurement has begun, except where required by law. Gift cards and other excluded goods are handled in accordance with applicable law.
Approved refunds may exclude original or return shipping costs where those costs were properly incurred and the return was not caused by our error. Any applicable 30% handling fee will be explained when the cancellation or refund is assessed.
To request a cancellation, return or refund, contact Reptilia through the Contact Us page and provide your order number and supporting details. Do not send products back before receiving return instructions.
This policy operates together with our Terms and Conditions and Shipping Policy. Nothing in this policy excludes or limits consumer rights that cannot lawfully be excluded under South African law.
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