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 14 day cooling off period.

In accordance with the distance selling law you have a 14 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. This does not include deposits or housing that has been in contact with a tortoise.

Please be aware we will not refund your return postage costs. Return cost of a tortoise is charged at the delivery fee you paid for your area, return cost of a bulky item will depend on the courier you choose to return with. If we collect the bulky item a return charge of £15 will be deducted from the product refund. Items returned by our own courier in a "return to sender" manor, for any reason, will have the return delivery fee deducted from their product refund.

Should you wish to cancel your purchase within the 14 day cooling off period please contact us on info@thetortoiseshop.com with your name, address and order number.

Where there are 'extreme' delays, you are free to request a cancellation and full refund at any time, prior to delivery, as above. Where we feel you have been kept waiting too long (tortoises excluded) and the timescale is unknown, we may make the decision to cancel your order. If this happens, we will notify you by email. 

Returns Policy

In the event of a product being damaged or faulty on arrival, we can refund the cost of return postage up to a maximum of £2.85 for a small parcel or £4:35 for a medium parcel (products MUST have been delivered via APC to qualify as a medium parcel return).

In the event a bulky item arrives with a fault, it must be reported on the day of arrival. Date of reporting must match up with courier tracking. We can refund return courier costs up to a maximum of £15.

Products must be returned to us before any refunds or replacements can be authorised. All products will be tested upon return.

Returns are processed and handled typically within 2 working days, but may take longer if further testing is needed to confirm the presence of a fault.

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

Upper Floor

Bell and Higgins Timber & DIY

697 Anlaby Road

Hull

HU3 6UL