Returns, Refunds and Cancellations Policy

Returns, Refunds & Livestock Policy

At BEARDED DRAGON HOME UK, we are committed to providing high standards of customer service and animal welfare across the UK reptile industry. Please read the following terms carefully before making a purchase, as placing an order confirms acceptance of our Returns and Refunds Policy.

Returns Authorisation

All returns must be approved in advance by a member of the BEARDED DRAGON HOME UK team. Customers are required to contact us prior to returning any item in order to obtain authorisation.

Returned items should be sent using the most economical tracked service available, and customers are strongly advised to retain proof of postage until the return has been received and processed by us.

Please note that Special Delivery services should not be used unless specifically agreed beforehand, as additional postage costs incurred through upgraded services will not be reimbursed.

Reporting Issues

Any concerns regarding damaged, faulty, or incorrect items must be reported within 48 hours of delivery or collection. Customers must provide clear photographic evidence along with full order details via email to enable us to assess the issue promptly.

Unfortunately, claims submitted outside of the 48-hour reporting period will not qualify for refund, replacement, or exchange.

Please also be aware that glass products are shipped at the customer’s risk, as glass is not covered by courier insurance policies.

Condition of Returned Goods

All returned items must be unused, in their original condition, and accompanied by proof of purchase and any relevant documentation. Products returned incomplete, used, damaged, or without authorisation may be refused and treated as abandoned goods.

Where a return is requested due to customer error, the buyer will be responsible for all return shipping costs. Approved returns of this nature will incur a 15% restocking and administration fee in addition to the original carriage charges.

Responsibility for returned goods remains with the customer until safely received by BEARDED DRAGON HOME UK. Refunds or exchanges cannot be processed until the returned items have arrived and been inspected by our team.

Faulty or Damaged Goods

In circumstances where an item is confirmed as faulty or damaged upon arrival, we will assess the issue once the goods have been returned. Depending on the nature of the fault, we may offer a repair, replacement, exchange, or full refund, including applicable return postage costs, at our discretion.

Livestock Deposits & Payments

Due to the specialist nature of live reptiles and exotic livestock, all deposits placed on animals are non-refundable once the initial 48-hour cancellation period has expired.

Where livestock has been paid for in full and the order is cancelled outside of this period, 30% of the total purchase price will be retained as a non-refundable holding deposit.

All animals must be paid for in full prior to leaving our premises. In cases where agreed payment deadlines are not met, additional boarding or care fees may apply.

Order Cancellations

Should you need to cancel an order after the 48-hour refund period, BEARDED DRAGON HOME reserves the right to retain 30% of the order value as a non-refundable cancellation charge.

Reptile Courier Services

All reptile courier fees must be paid either in advance or upon delivery, depending on the arrangement confirmed with the courier. Customers are encouraged to verify courier charges directly once contacted regarding delivery arrangements.

Failure to pay the courier fee may result in delivery being postponed or cancelled, as we are unable to dispatch livestock without confirmed transport payment.

Please note that all promotional offers, online quotations, and negotiated livestock prices are exclusive of courier charges unless explicitly stated otherwise. Due to the specialist requirements involved in transporting live reptiles safely and legally within the UK, complimentary livestock delivery is not available.