Refund Policy

Last updated: 24/01/2026

M.A.D Reptiles values customer satisfaction. This policy explains our returns and refunds process for physical products.

1. Returns
You have the right to return physical products within 14 days of receiving your order, in line with UK Consumer Contracts Regulations.

To be eligible for a return:

• The item must be unused, unopened, and in its original condition

• The item must be returned in its original packaging

To start a return, please contact us before sending any items back.

2. Non-Returnable Items
We do not accept returns for:

• Items that have been used, worn, or damaged after delivery

• Perishable goods

• Personalised or custom-made products

• Items returned outside the 14-day return window

3. Refunds
Once we receive and inspect the returned item, we will notify you of the refund approval or rejection.

If approved, refunds will be processed to the original payment method within 5–10 business days.

Original shipping costs are non-refundable unless the item is faulty or incorrect.

4. Return Shipping Costs
Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

We recommend using a tracked delivery service, as we are not responsible for items lost during return shipping.

5. Faulty or Incorrect Items
If you receive a faulty or incorrect item, please contact us within 48 hours of delivery with your order number and clear photos of the issue.

We will arrange a replacement or refund at no additional cost to you.

6. Exchanges
We do not offer direct exchanges. If you wish to exchange an item, please return it following the steps above and place a new order.

7. Contact Information
For returns or refund enquiries, contact us at:

Email: [your email address]
Business Name: M.A.D Reptiles