A 14-day return, step by step
If you buy as a consumer or as a sole trader with consumer rights, you may withdraw from the contract within 14 days of receiving the parcel, without giving a reason.
- Check the deadline. The 14 days run from the day you received the goods. If the order arrived in several parcels, the period runs from the last one. It is enough to send your statement before the deadline — the goods can follow later.
- Report the withdrawal. The easiest way is in your customer panel: go to Orders, open the order and choose Report a return. You can also write to shop@reptishop.pl or send a statement by post. The model withdrawal form may help, though using it is not obligatory.
- Prepare the parcel. Pack the goods so that they arrive undamaged, preferably in the original packaging. Enclose proof of purchase or the order number to speed up settlement. A complete set also means cables, brackets, reflectors and manuals.
- Send the goods back. You have 14 days from reporting the withdrawal. Return address: ReptiShop Sp. z o.o., [DO UZUPEŁNIENIA: adres magazynu do zwrotów], Poland. Keep the proof of posting.
- Receive your refund. We refund within 14 days of receiving your statement, using the same payment method you used. We may withhold the refund until we receive the goods or proof that they were sent.
What we refund
- the full price of the goods,
- the cost of the cheapest standard delivery offered in the store — if you chose a more expensive option, you cover the difference,
- when returning part of an order we refund the price of the returned goods; delivery cost is refunded when you withdraw from the whole order.
Who pays for the return shipment
The direct cost of returning the goods is borne by the buyer. For small parcels this is the standard courier fee. For oversized goods — breeding racks and large terrariums — the return requires pallet transport and costs more; we estimate it at [DO UZUPEŁNIENIA: szacunkowy maksymalny koszt zwrotu towaru wielkogabarytowego]. Write to us before sending such a shipment and we will help choose a carrier and secure the load.
Condition of returned goods
You may examine the goods as you would in a physical shop: unpack them, look them over, check completeness and operation. You are liable for any diminished value resulting from handling beyond that. In practice:
- a lamp or thermostat connected briefly for a test is fine,
- a terrarium used for a week with substrate and an animal is not,
- dirt, scratches and persistent odour reduce the value of the goods; we deduct the reduction from the refund and show you the calculation.
When the right of return does not apply
- Terrariums and racks built to measure — goods made to your specification.
- Live and frozen food — goods liable to deteriorate or expire rapidly.
- Sealed goods which cannot be returned for hygiene reasons once unsealed — this covers some supplements and preparations.
- Goods inseparably mixed with other items after delivery, such as a glued-in structural background.
In each of these cases we state the exclusion on the product page, before you place the order.
Complaints — lack of conformity with the contract
Separately from the right of return, you have 2 years to report that the goods do not conform to the contract: they do not work, are defective, do not match the description or are missing parts. If the fault appears within those 2 years, it is presumed to have existed at delivery — you do not have to prove it.
How to report
- Write to shop@reptishop.pl or use the form on the Contact page, choosing the Complaint category.
- Give the order number, the name of the goods, a description of the fault and the date it appeared.
- Attach photos or a short video. For electrical devices please also send a photo of the rating plate and of how the device is connected — this usually settles the case without shipping the equipment back.
- State what you expect: repair or replacement. If repair or replacement is impossible, would involve excessive costs or is not carried out within a reasonable time, you may request a price reduction or withdraw from the contract.
Deadlines and costs
- We respond to a complaint within 14 days. No response within that period means the complaint is accepted.
- We cover the cost of shipping the goods under complaint to us — we send a return label or reimburse the documented shipping cost.
- Repaired or replaced goods are shipped back at our expense.
- For a price reduction or withdrawal we refund within 14 days of receiving your statement.
When a complaint may be rejected
We are liable for faults inherent in the goods, not for the consequences of use contrary to the manual. The most common rejections concern:
- a heat mat or emitter operated without the required thermostat,
- an electrical device flooded or run above the permitted humidity,
- mechanical damage caused after the parcel was received,
- normal wear of consumables: declining UVB output of a tube after a season, a burnt-out bulb, a used filter.
If we reject a complaint we explain why and, on request, quote a paid repair.
Manufacturer warranty
Some equipment — lighting, heat emitters, thermostats, controllers, misting systems — additionally carries a manufacturer's or importer's warranty. Its duration and scope are stated on the product page and in the warranty document supplied with the goods.
- A warranty is an additional right: it neither excludes, limits nor suspends your rights against the store for lack of conformity. The choice of route is yours.
- You can claim under the warranty directly with the guarantor or through us — we will help assemble the claim.
- Consumables (tubes, bulbs, ceramic emitters) may carry a shorter warranty period reflecting normal wear.
Parcel damaged in transit
If the packaging shows signs of damage, check the contents in the courier's presence and ask for a damage report. If you notice the damage after the courier has left, report it to us within 7 days with photos of the packaging and the goods. A report is not a condition for accepting a complaint, but it clearly speeds up handling and settlement with the carrier.
Exchanging for another size or model
We do not run a separate exchange procedure. The fastest route is to withdraw within 14 days and place a new order, so the right item reaches you before the return is settled. If the order has not been packed yet, write to us and we will change its contents without a return.
Need help
Write to shop@reptishop.pl or call +48 883 032 695, Monday to Friday 8:00–16:00 CET. The full wording of your rights is in the Terms and Conditions, sections 7, 8 and 9.