Refund policy
1.1 Manufacture and Delivery
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 Cancellations of Items
Customers may cancel orders for non-custom items within 24 hours of purchase. Please note that attempted cancellation requests made after this period will not be accepted, and the order will proceed as normal. Customers will still have the option to return items in accordance with section 5.2.
1.2 Cancellation of Made-to-Order Items
Please recognise that made-to-order custom vivarium's will not be applicable for refund or cancellation after payment, as they are built to the customers specifications. Please take care to ensure requested specifications are correct before placing the order.
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.
Delivery and Tracking
2.1 Tracking Information
Customers will receive tracking information directly from the courier service used. Viperia uses their own courier service, as well as separate couriers, dependant on the items purchased. If the customer is not present at the delivery address during the delivery attempt, they agree to allow packages to be left with a neighbour 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. Please note, delivery dates may not always be changeable, if the courier service used is separate from Viperia.
2.2 Delivery of Livestock
Customers who place a livestock order and receive delivery tracking information must be present at the delivery address at the time of delivery. This is essential to prevent stress and reduce the risk of harm or loss of life to the livestock.
2.3 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 curb side drop and not to your door. Again, please contact Viperia before ordering if this will be an issue.
Reporting Damage
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.
3.3 Colour Variations
Colours of boards and edging tapes may change without notice due to supplier decisions. As a result, colours may slightly vary from time to time. To avoid any issues, Viperia recommends purchasing for a whole room or stack at the same time.
Lost Items and Refunds
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 30-day return policy, with customers responsible for return postage costs, which are non-refundable.
5.3 Eligibility of Refund
To be eligible for a return and consequent refund, items must be in the same condition as received. This means they must be unused, with all original packaging and tags intact. A receipt or proof of purchase is also required.
To start the refund process for an item(s), please contact the customer service team at sales@viperia.co.uk. Our staff are always happy to help.
5.4 Exceptions of Returns
Please note that sale items cannot be returned. All sale items are treated as final sale and are not eligible for a refund. We cannot accept the returns of live plants, perishable goods (e.g. live food, frozen food), or hazardous materials like flammable liquids or gas.
If you have any concerns with a product you have purchased, please contact the customer service team at sales@viperia.co.uk.
Exchanges
Product exchanges are possible, we kindly request that the original item is sent back to us in the best condition possible. Once we have received the item, you are welcome to place a new order. Note: any product that is sent back in less than re-sellable condition may still be charged for.
Refund Processes
Once a product is returned safely to us, we will inspect the condition of the item to determine whether a refund is applicable. Should you be approved for a refund (full or otherwise) you will receive automatic payment to the original payment details provided.
If more than 15 working days has passed since your refund process was started, please contact sales@viperia.co.uk for further information.
Statutory Rights
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.
Refund Deductions
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.
