Refund policy

In Store Purchases

Items purchased in store are not eligible for return should you change your mind after purchase.  

New items sold in store are eligible for a refund or a replacement if they are faulty within 30 days of purchase.  After this time they will be subject to the warranty terms of the manufacturer. 

Used and ex display items are sold as seen and are deemed to have been accepted with any faults or imperfections at the time of purchase, there is no right to an exchange, repair or refund on these items. 

Light bulbs are warranted for a period of 7 days from purchase for peace of mind.

In the event an item is damaged in packaging which has not been opened in store, please notify us within 48 hours of purchase so we can attempt to put this right.  Items which have been checked, opened or otherwise demonstrated in store cannot subsequently be reported damaged as any imperfection at this stage will be deemed to have been accepted at the time of purchase. 

When you make a purchase our staff will health check any vertebrate livestock with you and you will sign a form indicating you are happy with the health and condition of the animal.  We then warranty most livestock for a period of 48 hours; this is subject to it being collected in person by yourself (i.e. not collected by a third party courier) and the setup being used to house the animal having been sold by, or otherwise approved in writing, by ourselves.  If an animal dies within this time period, please return the body immediately (if there will ANY delay, ensure this is frozen) along with photos of your setup and temperature logs.  We ask that you are able to answer any other questions deemed necessary by our staff and on occasion may request a vets report.  Provided we are satisfied the issue has not been caused by any factor external to ourselves, we will refund the cost of the animal or offer you a replacement animal.   Please note that chameleons, amphibians and any other specialist animals are exempt from this guarantee. 

Online Purchases

Unwanted (online orders only)

If an item is ordered online and delivered to your home address, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@medusaexotics.co.uk. Please note that returns will need to be sent to the following address: 10 Quayside Court, Road 2 Colwick, Nottingham, NG4 2SR

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@medusaexotics.co.uk. 

Damages and issues (online orders only)

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items (online orders only)

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders, built or sealed vivariums or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges (online orders only)

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds (online orders only)

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@medusaexotics.co.uk.