Terms and Conditions
Our terms and conditions of use and sale apply to all users of our website or other services and customers placing orders online, in store or by any other means.
We are Buzzard Reptile who are based at Unit 26 Acacia Close, Leighton Buzzard, LU7 4QE, herein referred to as ‘we’, ‘the company’ or ‘Buzzard Reptile’.
Buzzard Reptile is a trading name of Buzzard Reptile & Aquatics Limited (registered company number 11031009), our registered business address is 197 Meadow Way, Leighton Buzzard, LU7 3XP. VAT registration number GB280380804.
Our terms and conditions are subject to review and change, you should check this page from time to time for updated versions of our terms. Should any part of the terms become unenforceable or invalid though the remainder will remain in force.
Where reference to contact being made in writing is made, or in the event you wish to contact us in writing, this must be done by post to our trading address, or to our support email address which is [email protected] or by way of the contact form(s) available at www.buzzardreptile.co.uk
When you place an order with Buzzard Reptile we will ask that you complete certain information about yourself in order for us to complete the order. It is your responsibility to ensure this information is correct as we cannot be held responsible for losses that are incurred as a result of incorrect information being provided for any reason.
When you place your order, we accept this at the point of dispatch and not before and this is point where our contract to supply products or services is formed.
Should any item be unavailable at the point of dispatch for any reason, this will be removed from your order and remaining items dispatched. In this instance the contract shall only apply to the order for the goods that were dispatched.
We reserve the right to cancel any order or part of an order before dispatch without compensation or other liability. The usual reasons for doing so may include, but are not limited to, stock availability, invalid contact details or errors with product information online. In the event that part of an order is not able to be dispatched at the time, the company shall either inform that it shall follow or shall refund the undispatched item.
Our current pricing is available online and includes VAT at the current rate (either 0% or 20% depending on the goods being sold). Prices may vary on other sales channels including in store. Pricing is subject to change at any time and without notice.
In the event of a pricing error or misuse of discount codes, gift vouchers or otherwise are found, we reserve the right to reject or cancel orders.
From time to time we may offer promotional or afflilate discount codes or vouchers, when we reserve the right for these to apply only to specific items which are subject to ongoing review and change. These must be used at the time of checking out as we strictly cannot apply these retrospectively to existing orders under any circumstances.
Shipping is charged on all orders below £75, based on size and weight. Orders over £75 benefit from free shipping, excluding frozen food.
All delivery dates or days provided are meant as ‘aims’ only so are not guaranteed. Missed delivery aims will not be compensated for unless express delivery is paid for and we miss our own internal despatch targets, in this case our liability is limited to the difference in cost between the express and standard services.
In the event that a courier surcharges or restricts the delivery of certain items or orders, we reserve the right to cancel these orders. Should the issue become known after dispatch, we reserve the right to retrieve the items in question and refund the order in full (no further compensation or replacement can be offered in these circumstances).
If ordering frozen, livefood or plants it is critical that you are available to take delivery of the goods on the first attempt. Should you not be available and the goods subsequently perish we accept no liability for this and replacements or refunds will not be issued under any circumstances. All delivery depots have the right to destroy parcels containing frozen, live or perishable items without compensation should they be returned for any reason, should this happen we are also unable to resend, refund or otherwise compensate for these orders.
Goods returned the depot or delivery office are your responsibility to collect promptly, whilst it is unusual for delivery companies not to leave a card, it is not unknown. If your order has not arrived within 4 working days of placing it you must contact us and we will be able to chase this for you. If missing parcels are reported after this time it may cause difficulties in retrieving them or incur additional costs.
Please also see our current delivery information for further details.
As long as the products on your order are in stock and you order before our cut off time Monday-Friday we aim despatch your order the same day. If you order after these times or during the weekend or on a bank holiday your order will be despatched the next working day.
PLEASE BE AWARE THAT DUE TO THE COVID SITUATION, WE ARE CURRENTLY WORKING TO CAREFUL PROCEDURES TO ENSURE THE SAFETY OF ALL OUR TEAM AND CUSTOMERS. AS SUCH, WE ARE CURRENTLY WORKING ON A SLOWER DISPATCH TIME THAN USUAL, WITH THE MAJORITY OF ORDERS BEING DISPATCHED WITHIN 1-2 WORKING DAYS
PLEASE BE AWARE THAT DUE TO ROYAL MAIL DELAYS LINKED WITH COVID AND THE CHRISTMAS RUN UP, WE HAVE REINTRODUCED THE DHL SHIPPING OPTION AT CHECKOUT AS OF 8PM 2ND NOVEMBER 2020, THIS OPTION MUST BE USED FOR LIVE GOOD ORDERS AND THE LIVE ARRIVAL GUARANTEE WILL NOT APPLY OTHERWISE
All of our livefood is guaranteed to arrive in perfect condition. For the most part this happens, our breeders have some 30 years experience in packaging it just right for their journey.
However, insects can sometimes be sensitive to temperature and humidity changes during transit. If this (or indeed anything else) causes you any issue or concern, you can rest assured that we will put it right for you by either issuing a free of charge replacement or online credit voucher.
In cases where temperatures are due to fall below 8c between time of order and expected delivery, a heatpack must be added to the order for live insects to be covered under this guarantee.
To ensure genuine customers will always be able to benefit from that promise and so we can continually provide feedback to our breeders we simply request that you.
- email us a photograph showing the issue within 24 hours of you receiving your order
- do not use or dispose of the insects until your claim has been confirmed… just incase our breeders ask us for any more information
Please be aware that in cold temperatures, many insects will go into stasis and require several hours to come back round. During this time, whilst they may appear dead, they can bounce back to perfect health again once warm.
Cancellations & Unwanted Items
Once an order has been placed we may not be able to cancel this due to automation within our system. We would ask that customers contact us promptly by email or phone so we can check your available options, but we accept no liability for costs incurred should the order be dispatched.
We regret we cannot accept any returns on perishable items such as live insects, frozen food, plants or some items with short expiration dates. We are also unable to cancel or return orders for bespoke or special order items.
If you change your mind about any other item, provided it is otherwise pristine, unused and returned in original packaging, we are happy to accept a return for store credit within 14 days of receiving your order. Please ensure returns are carefully packaged as we will be unable to accept returns that are damaged. Requests must be made by email within this time period and return delivery costs are the customers responsibility.
Damaged Items/Missing (Including Live and Frozen Food)
If any item arrives damaged we must be informed by email within 24 hours of it being delivered. We are unable accept return or refund requests made after this time.
If an item is missing from your order, we must be informed by email within 24 hours of order delivery in order to credit or replace.
Please attach photos/videos showing the issue to your email and retain the goods until informed otherwise (sometimes items are required back for inspection and quality control purposes).
Provided we are informed within 24 hours by email and photographic evidence is provided, we will endeavour to provide a satisfactory solution within 1 working day.
Faulty or Defective Items
Should an item become faulty or defective within 30 days of purchase we will always offer a replacement or store credit
After this period but within the warranty period, products may be repaired or replaced (as per the manufacturers guidelines).
Goods must always be returned to us for assessment before a final resolution can be offered. Should an item be returned to us that is not defective, expenses incurred will be recharged at cost.
Please note that consumable items (such as batteries or light bulbs) are not covered by a manufacturers warranty unless stated otherwise.
Liability for consequential loss
We accept no liability for consequential loss howsoever caused. Specifically this includes but is not limited to situations where a product is damaged, faulty or malfunctions and this in turn causes a further problem, (for example, an incubator fails which in turn damages eggs that were incubating).
Images used are representative only, especially in the cases of live products. Actual items received may vary slightly from those shown.
Whilst we aim to provide accurate, correct and up to date information online and in person, we cannot guarantee the accuracy, completeness or effectiveness of any product or advice given. This risk is amplified by an ever evolving hobby where information is subject to change, become outdated or effective alternatives are found. Information and advice is given without warranty and should be read in conjunction with other sources.