Refund policy

In accordance with South African consumer protection laws, United Reptiles is committed to ensuring a fair and transparent return and refund process for our customers.

At United Reptiles, customer satisfaction is paramount. If you are not fully satisfied with your purchase, we offer a refund policy under the following conditions:

• Refunds are applicable to items returned within our 7-day return window, in line with the Consumer Protection Act.
• The item must be returned in its original condition, unused, and in its original packaging.
• Refunds will be processed to the original payment method after we receive the returned item and confirm its condition.
• Please allow up to 10 business days for the refund to reflect in your account.
• Shipping costs is for your account as they are non refundable and not covered by United Reptiles.

Eligibility for Returns

To qualify for a return, the following conditions must be met:

• The item must be in the condition that you received it: unused and in its original packaging. For pet products, ensure they are clean, free from pet hair, and in a resellable condition.
• A receipt or proof of purchase is required as per the Electronic Communications and Transactions Act.

Initiating a Return

To start the return process, please follow these steps:

1. Log in with your account details.
2. Select the order and items you wish to return, and provide the reason for the return.
3. Submit your return request.

An email confirmation with further instructions will be sent once your return request is reviewed and approved.

Return Process

Upon approval of your return request:

1. A return shipping label will be provided via email.
2. Print and attach this label to your return package.
3. Send back the package following the instructions provided.

Note:

• Items must be returned in their original condition and packaging.
• Returns not adhering to our policy or returned without prior approval may not be accepted.

Exceptions

Some items are not eligible for return:

• Perishable Goods: Including pet food, treats, flowers, and live plants.
• Custom Products: Special orders or personalized items made to your specifications.
• Personal Care Goods: Grooming tools, shampoos, and other pet beauty products.
• Hazardous Materials: Items that are flammable, pressurized, or contain hazardous materials.
• Sale Items and Gift Cards: Items purchased on sale or gift cards.

For questions about specific items, please contact us.