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Guarantees, Refunds & Returns

We will send the goods ordered by you, the customer, to the address you supply. You are expected to receive the goods so that they do not deteriorate. Loss or damage caused by a delay that you are responsible for will be at your risk and cost. We also accept that you will receive the goods as arranged and not break the trust we place in you by failing to make arrangements.

Important: please check for any loss or damage on arrival in the presence of the delivery driver.

Anything found to be unsatisfactory on arrival, must be stated clearly, & signed for, on the driver's delivery notes. This should then be reported back to us ASAP. Exchanges or credit notes can then be issued. 

All livestock is guaranteed to reach you alive and in good health.

We guarantee our tortoises against death from any disease or illness within the first 2 months of your (the customer) ownership, providing you have cared for the animal appropriately with regard to its environment, food & water requirements.

If you are unfortunate enough to have a tortoise die within 2 months of purchase then we will replace the tortoise free of charge (delivery fee chargeable) providing you have a written veterinary report explaining the cause of death and proof that it was kept and cared for in an appropriate manner.

The 7 day cooling off period.

In accordance with the distance selling law you have a 7 day cooling off period in which you have the right to cancel your purchase and receive a refund for the products excluding any postage or delivery costs. We will refund the payment back to your chosen payment method within 30 days of cancellation. The goods must be returned to us in the same condition as you received them, the return address is as below.

Please be aware we will not refund your return postage costs. Return cost of a tortoise is charged at £25.00, return cost of a bulky item is charged at £15.00

Should you wish to cancel your purchase within the 7 day cooling off period please contact us on info@thetortoiseshop.com with your name, address and order number.

NB. None of the above terms and conditions affect your statutory rights.

We can be contacted via email to info@thetortoiseshop.com, by phone on 01482 22 22 14, or via letter to our head office:

The Tortoise Shop
Administration Dept.
Upper Floor
unit 16H, Lake Enterprise Business Park
Bergen Way
Hull
HU7 0YQ