Refund policy
Last updated: 25 September 2026
Changing your mind
For eligible online purchases, tell us within 14 days after delivery that you wish to cancel, then return the goods within a further 14 days. No reason is required. You may inspect goods as you would in a shop; deductions may apply for handling beyond this that reduces their value. Please pack returns securely. You pay return postage for a change of mind.
Exceptions
Change-of-mind cancellation does not apply to goods liable to deteriorate rapidly, including live and frozen food, or hygiene-sealed goods unsealed after delivery where the statutory exception applies. This does not remove rights for faulty, damaged or incorrectly supplied goods.
Problems and refunds
Contact us promptly about a problem. Same-day reporting and photographs help us investigate perishable deliveries, but are not conditions that remove your statutory rights. We cover reasonable return costs for faulty or incorrectly supplied goods.
For eligible cancellations, we refund the original payment method within 14 days of receiving the goods or evidence of return, whichever is earlier. A full-order cancellation includes basic outbound delivery, not an express upgrade. Where nothing was sent, refunds are made within 14 days of cancellation.
How to contact us
Contact The Reptile Shop through our contact page, email info@wellfedpets.co.uk, or telephone 028 2763 9832. Our business address is 58 Glenstall Road, Ballymoney, BT53 7QN, United Kingdom.
Please contact us for return instructions before posting goods, especially perishable items. This does not limit your right to give notice of cancellation.
Optional cancellation form
You can use the following wording by email, contact form or post; using this form is optional.
To The Reptile Shop, 58 Glenstall Road, Ballymoney, BT53 7QN; info@wellfedpets.co.uk.
I give notice that I cancel my contract for the following goods:
Order number:
Ordered on / received on:
Name:
Address:
Date:
Signature (only if sent on paper):
