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1.1 Viperia usually takes 2 to 4 weeks to manufacture and deliver made-to-order items. However, during busy periods or due to material supply and courier issues, there might be slight delays. By placing an order, the customer acknowledges this possibility and agrees not to hold Viperia liable for any subsequent loss, financial or otherwise.
1.2 Cancellation of Made-to-Order Items
Customers can cancel made-to-order items for a full refund (minus any PayPal fees as per clause 1.21) only within 24 hours of placing the order. After this time, cancellations will be eligible for a 50% refund as per clause 1.20.
1.3 Working Days and Delivery Times
Please note that orders placed after 5 pm Monday to Friday will not be considered as working days. Working days are from Monday to Friday, 9 am to 5 pm, except on Bank Holidays.
1.4 Purchasing Reptiles
Viperia strongly advises customers not to purchase reptiles until they have received and assembled their order, as we cannot guarantee delivery before the collection of animals. Viperia will not be responsible for any costs incurred by the customer in such circumstances.
2.1 Tracking Information
Customers will receive tracking information directly from the courier service. If the customer is not present at the delivery address during the delivery attempt, they agree to allow packages to be left with a neighbor or in a safe place as determined by the courier service. To rearrange a delivery date, customers should contact the courier service or Viperia immediately upon receiving the initial tracking information. Delivery dates may not always be changeable, as the courier service is a separate entity from Viperia.
2.2 Flats, Gated Communities, and Pallet Deliveries
For customers living in flats or gated communities, the courier may leave the consignment at the entrance to the flats or with the concierge. Customers should contact Viperia before ordering if this is not suitable. In the case of pallet deliveries, it may be a curbside drop and not to your door. Again, please contact Viperia before ordering if this will be an issue.
3.1 Reporting Damage to Courier and Viperia
Customers must note any damage to goods upon delivery and report it to the courier. Viperia will not address damage if the delivery is signed as received in good condition with the courier. Damage must also be reported to Viperia at sales@viperia.co.uk within 24 hours, along with photos of the packaging and any damage.
3.2 Definition of Damage
Minor cosmetic damage that does not affect the item’s use, such as minor damage to the underside or back of the product not visible when in use, or minor scratches not seen once the item is built or sealed, will not be considered as damage.
Colors of boards and edging tapes may change without notice due to supplier decisions. As a result, colors may slightly vary from time to time. To avoid any issues, Viperia recommends purchasing for a whole room or stack at the same time.
5.1 Lost Items
In the event of any loss of items by the courier service, customers agree to allow the courier service to conduct a search, which may take up to a week. If the items are still lost after this period, Viperia will manufacture any replacement parts, which may take the same lead times as the original order.
5.2 Refund Policy
Due to Viperia’s made-to-order products, returns are not accepted. In the case of incorrect orders accepted for return, a restocking fee of 25% will be applied, along with the return and dispatch costs paid to the courier. Branded goods have a 14-day return policy, with customers responsible for return postage costs, which are non-refundable.
Due to Viperia’s made-to-order items, statutory rights may be affected. Customers are advised to contact the Citizens Advice Bureau or a solicitor for further advice. If customers decide to cancel their order, a minimum 50% fee for Viperia’s time and potential waste of materials will be charged, potentially higher for non-common items.
If a refund is issued at the customer’s request, PayPal fees will be deducted, as PayPal does not refund their service charges. If Viperia cancels and refunds an order, the customer will receive a full refund, including any PayPal fees incurred.
