Product Returns, Refunds and Exchanges
All items that are to be returned, refunded or exchanged must be authorised in advanced by a member of The Tortoise Den staff. We require notification of this within 7 working days from receipt of goods. The Tortoise Den require items to be returned within 30 working days of receipt.
Please use our contact page, send us an email or give us a call to retrieve a ‘returns authorisation code’. The Tortoise Den do not accept receipt of returned goods without a pre-agreed authorisation code.
The products being returned must be in their unused original manufacturers packaging unless the reason for return is a manufacturers defect. We require all items to be packaged appropriately and secure for transport to avoid damage to the product or manufacturers packaging.
Products with a manufacturers guarantee can be returned to us if they arrive to you and are faulty. Products in this case will be tested upon receipt by The Tortoise Den and if the fault is confirmed we will replace/exchange the product. If goods are received back and there appears to be no fault detected, The Tortoise Den reserve the right to charge the customer a 10% handling and restock charge. Return shipping costs will be at the customers expense.
We recommend sending your products via a signed for, tracked or an insured service to guarantee the products are received safely back to us at The Tortoise Den. You, the customer will be responsible for this cost, however at our discretion we can refund return delivery charges to a maximum value of £10.95. We do not refund the shipping and handling charges for the original order placed. In some cases, we may ask for a digit photograph of the product/s in question.
On returning products, we require you to include a copy of the email sent to you confirming your ‘returns authorisation code’ along with the reason for return and your original invoice receipt. Please include your full contact details to include address and telephone number.
If we receive returned goods and do not have this information, it may delay your request. The Tortoise Den does not accept any liability for products that have been returned by the customer but not received by The Tortoise Den unless documented proof of postage can be produced on request.
Perishable and bespoke made items such as custom made indoor or outdoor housing, flat packed items, tortoise tables, live plant food items cannot be returned unless they are damaged or faulty.
In the case of an exchange, you the customer are still required to notify us within 7 working days from receipt of goods and be issued with a ‘returns authorization code’. If the item/s are received by The Tortoise Den in a new, re-saleable condition then an exchange for a different colour/size etc. will be authorised. Return shipping costs will be at the customers expense.
If you have purchased a tortoise and have taken delivery of goods but have now changed your mind and no longer want it, please contact us within 3 working days of receipt. There will be a collection fee of £50 payable at the expense of the customer and you will not receive a refund of the original delivery charge paid.
In the highly unlikely case of receiving a tortoise that is dead on arrival, please contact us immediately. We may request digital, photographic evidence.
If you have collected your tortoise in person or taken delivery of your tortoise and feel that it is unwell in any way, please contact us immediately.
The Tortoise Den’s ‘Returns Policy’ does not affect your statutory rights.