Policy & Terms
Product Replacements
Should you receive a defective or damaged product, we are happy to offer an exchange for the same item. Products must be returned within 5 days of purchase with the original packaging and valid proof of purchase.
Reptile Health Guarantee – In Store Collection
At BEARDED DRAGON HOME, the health and wellbeing of our reptiles is our highest priority. All reptiles are carefully monitored and maintained to the highest husbandry standards before sale.
When a reptile is purchased together with a complete enclosure setup or starter kit in the same transaction, the animal will be covered by a 48-hour health guarantee. In the unfortunate event of a loss, the animal must be securely stored and returned to us within 24 hours for assessment.
Due to the specialist and delicate nature of certain species, guarantees do not apply to chameleons, armoured skinks, axolotls, amphibians, or other particularly sensitive animals.
Reptile Live Arrival Guarantee – UK Courier Delivery
All reptiles shipped within the UK are professionally packed using specialist reptile transport methods designed to ensure safe and stress-free transit.
In the unlikely event of an issue during delivery, customers must contact us immediately upon arrival and provide clear photographs of both the reptile and the shipping container. Images must show the reptile placed on top of the unopened delivery box for verification purposes.
Where applicable, we will provide a replacement or refund excluding courier charges. Please note that live arrival guarantees do not extend to amphibians, chameleons, armoured skinks, or similarly fragile species.
An adult must be present to receive and sign for all live animal deliveries. Failure to accept delivery on the first attempt will void any live arrival guarantee. Prior to dispatch, our team will confirm a suitable delivery date to help avoid delays or missed deliveries.
During periods of extreme weather, animals may be shipped to the nearest approved courier collection centre to ensure their safety and welfare during transit.
Specialist Species Exclusions
Certain species require highly specialised care and are therefore excluded from any guarantee. This includes, but is not limited to:
- Chameleons
- Amphibians
- Unweaned or hand-feeding animals
- Particularly delicate or high-maintenance exotic species
All animals are assessed as healthy and stable prior to collection or dispatch.
Sales & Replacement Policy
As an independent specialist reptile retailer, all sales are considered final. Refunds or cancellations are not offered on livestock, deposits, special orders, pre-orders, live food, frozen food, or reptile equipment.
In situations where a valid guarantee claim is approved, a replacement animal of the same species and comparable value will be provided where possible. If unavailable at the time, a replacement or suitable store credit may be arranged once stock becomes available.
Any concerns relating to livestock purchases must be reported directly to us within 24 hours, alongside supporting evidence where requested.
Livestock Holding & Boarding
If you are unable to collect your reptile immediately, we are pleased to offer a temporary holding service. Whether you are awaiting enclosure setup completion, transport arrangements, or licensing requirements, your animal will be professionally cared for until collection.
The first 48 hours of holding are provided free of charge. After this period, a boarding fee will apply to assist with feeding, heating, lighting, and ongoing husbandry requirements. Boarding fees are calculated weekly.
CCTV & Audio Monitoring
For the protection of our customers, staff, and animals, all areas of our premises are monitored by CCTV and audio recording systems at all times.
By entering our premises, you consent to video and audio recording. Telephone conversations may also be recorded for training, monitoring, and customer service purposes.