Returns Policy

Returns

Let’s make this as simple and hassle free as we can.

Our aim is that all our products reach you in perfect condition. If you’re disappointed in any way we would like to know, so make sure you contact us if this is the case and we will do our upmost to resolve this to your satisfaction without any fuss.

Your Rights:

Right of Cancellation.

Providing you are not purchasing for a business you have the right under Distance Selling Regulations to cancel the contract and receive a full refund in respect of all goods purchased that are not perishable (for instance Frozen Feeders) or customised.

You need to do this within 7 working days from the day after you receive your goods and you need to do this in writing which you can do via email at this address:   returns@serpentia.co.uk

Following notification you must return you order in full and the return is made at your own risk and cost.

Before you return the goods you should understand that you have a legal obligation to keep the goods in your possession and take reasonable care of them.  If you do not do this we may have a claim against you for compensation.

If you exercise your right to cancel your contract in this way we will refund any payment you made when ordering including our original delivery charges if applicable within 30 days of receipt of your email confirming you are exercising your right to cancel.

Serpentia 60 Days Return Policy

We understand that from time to time you may wish to return a product to us and where you have no other legal right to return a product to us for refund or exchange you are still able to return product to us whereby we receive the product within 30 days of the date of which you received the product and the product is returned unused along with its original packaging and in a condition to enable us to resell the product as new.

Dry goods may be returned to us up to 60 days from receipt for replacement or refund.

Frozen foods may not be retuned under our 60 days return policy as due to the nature of the product they are liable to deteriorate.

There are a few things we ask you do if you wish to return goods to us under the 60 day returns policy.

Please complete the following 60 Day return form and provide the information requested.

We will process your information within 24 hours and revert to you via email or telephone and providing the above conditions are satisfied we ask you to return the order and upon receipt we will issue you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy including the original delivery charges but excluding the costs of returning the product to us which will be borne by you.

  • The item is damaged / broken
    The item is unwanted
    The item is not as expected

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