Easy Returns


Key Points

  • Items must be returned within 14 (fourteen) days of receipt.
  • Special Order Items are non-returnable
  • Returned items may be subject to a restocking fee.
  • All items must be returned with the original packaging intact and in a sellable condition.
  • Sale items can only be exchanged for an item of lesser or equal value.
  • Refunds will be processed within 5 working days of receipt of the returned items.


 Returning Items

If you are for any reason dissatisfied with an item purchased from our website you may return it to for a full refund, replacement or exchange, provided items are returned in a sellable condition within 14 (fourteen) days of receipt. Returned items may be subject to a restocking fee. All items must be returned in the original containers and packaging in a sellable condition. Certain of our products are covered by manufacturers’ warranties and will be subject to the manufacturer’s terms and conditions if they are being returned under such warranties. For hygiene reasons, chew toys and other items soiled by your pet may not be returned or exchanged.

Returning Items where the wrong size was ordered

All of our products have accurate sizes and measurements in the descriptions and it is the responsibility of the customer to ensure that they select the correct product size. Items purchased / ordered in the wrong size can be returned or exchanged for the correct size. Please note that a re-delivery charge will be charged.

In the event that the correct product size was ordered by the customer and the wrong size was shipped by Reptile City Pet Care Products & Accessories (Pty) Ltd, re-delivery and collection charges will not apply.

Returning Items purchased on a Sale

Please note that items purchased on any of our ‘sale’ promotions are non-refundable or returnable unless they were damaged and noted as such on delivery.

Returning Damaged Items

Damaged items should not be accepted at delivery and returned with the driver. We will automatically replace damaged items provided they were damaged on receipt and not as a result of the customer’s own negligence.

Returns Procedure

  1. Send an email to sales@reptilecity.co.za together with your order reference number and details of the product(s) you wish to return and reason for your return.
  2. Reptile City will call you to discuss the return request and arrange for a convenient collection time. Please note that collections may be subject to a collection fee.


If for any reason you would like to cancel an order this may be done by contacting us on 27 11 0837007  before the item has been shipped. You will only be able to cancel orders up to 2pm (South Africa Time) on the day prior to the date of delivery. If the item has already been shipped, upon receipt of the item, please follow the returns procedure detailed above.


Refunds will be processed within 5 working days of receipt of the returned items or cancellation of order. Should you not have received your refund within this time, please contact us on us on 27 11 0837007 or email us at sales@reptilecity.co.za


If you cancel your payment for any reason or if your payment card should cease to be valid for whatever reason, you will nevertheless be bound to pay to the full purchase price, including all costs incurred by us relating to the recovery thereof. We reserve the right to withhold delivery of your order until payment is received in full.

Without prejudice to any other rights or remedies in law, we reserve the right to cancel forthwith any sale and/or your registration in the event of your breach any of these Terms.