Store Policy

1. Who we are and how these terms work

1.1 The seller and website operator is Birmingham Reptiles and Pets Ltd (company number 09506230), trading as Birmingham Reptiles, of 274 Slade Road, Erdington, Birmingham, B23 7LX, United Kingdom (“we”, “us”, “our”). Contact: 0121 386 1160 · hello@birminghamreptiles.co.uk · https://www.birminghamreptiles.co.uk/contact

1.2 These terms apply to consumers in the United Kingdom. If you buy as a business, different rules may apply — contact us before ordering.

1.3 Related policies (they form part of your relationship with us where relevant):

• Privacy Policy (/privacy-policy) — how we use personal information
• Offers & Discount Terms (/offers-terms) — limited-time % / £ off and our £5 off £70 spend offer (code 5OFF70 at checkout; livestock included)
• Boarding Terms and Conditions (/terms/boarding) — animal boarding only; they add to, and do not replace, this Store Policy for boarding services
• Cookie settings (website footer) — optional cookies and similar technologies

2. Using the website

2.1 You may browse the site, use search and category pages, read care guides, and (where available) use member features for lawful personal purposes.

2.2 You must not misuse the site — including attempting to gain unauthorised access, introducing malware, scraping in a way that harms the service, or posting unlawful or abusive content.

2.3 We aim to keep the site available but do not guarantee uninterrupted access. We may suspend access for maintenance, security or reasons beyond our reasonable control.

2.4 Care guides and husbandry information are general guidance for responsible keepers. They are not a substitute for species-specific research, veterinary advice, or local legal requirements. Always check current needs for your animal.

3. Accounts (members)

3.1 You may create a member account to manage details, My Reptiles, boarding history and a faster checkout where offered.

3.2 Each account is for a single user. Keep your login details confidential and tell us promptly if you suspect misuse.

3.3 We may suspend or close an account if we reasonably believe these terms have been breached, there is fraud or abuse, or we must do so for security or legal reasons. That does not affect rights you already have in respect of paid orders.

3.4 Personal data in your account is handled under our Privacy Policy.

4. Contract formation and ordering

4.1 Product pages and prices are an invitation to treat, not a binding offer. Your order is an offer to buy.

4.2 Online orders are placed through our secure checkout. You can review and correct the basket before paying. Member address details may prefill checkout where you have saved them.

4.3 We accept your order when we send a despatch / order confirmation or otherwise clearly accept it (for collection orders, when we confirm the order is ready or accepted). Until then we may decline an order.

4.4 Payment is taken or authorised at checkout via our payment providers. Taking payment does not always mean the order is finally accepted — if we cannot fulfil it we will refund you.

4.5 We may refuse or cancel an order where: goods are out of stock or withdrawn; payment is not authorised; there is a clear pricing or description error; we reasonably suspect fraud or misuse of offers; you do not meet eligibility rules (for example age or legal restrictions on certain animals); or livestock / livefood cannot be shipped safely under our policies or the law.

4.6 You must be 18 or over (or the higher age required by law for the goods) to purchase livestock or other age-restricted items. We may ask for proof.

5. Prices, VAT, delivery charges and offers

5.1 Prices are in pounds sterling (GBP) and include VAT where applicable at the rate shown.

5.2 We try to keep prices accurate. Suppliers and manufacturers may change costs. If we discover a genuine pricing error before despatch we will contact you; you may cancel for a full refund or confirm at the correct price. We will not enforce an obviously mistaken price.

5.3 Delivery, packaging or other charges (if any) are shown before you complete checkout. There is no standing free-shipping promise on this site unless we clearly advertise one under our Offers & Discount Terms.

5.4 Promotional discounts are governed by our Offers & Discount Terms (/offers-terms). In summary, we may run limited-time % off or £ off campaigns, and a spend-and-save offer of £5 off online orders of £70 or more (livestock included) when you enter code 5OFF70 at checkout. Offers do not remove your statutory rights.

5.5 Unless an offer says otherwise, only one promotional discount applies per order. The £5 off £70 spend offer does not apply automatically — you must enter code 5OFF70 at checkout before you pay.

6. Delivery, collection and risk

6.1 Delivery options, areas we serve, and any restrictions (especially for livestock and temperature-sensitive goods) are described at checkout and/or on product pages. Not all products can be posted.

6.2 Any delivery dates are estimates. We are not liable for delay caused by carriers, weather, events outside our reasonable control, or incorrect address details you supplied — but we will help resolve issues where we can.

6.3 Risk in goods passes to you when they are delivered to the address you gave (or collected by you or your representative). Ownership passes when we receive payment in full.

6.4 Some consignments require a signature. Please check packaging for obvious damage before signing where practical, and report transit damage or shortfalls promptly (ideally within 48 hours of delivery) so we can investigate with the carrier.

6.5 If you are not available to receive livefood, frozen food or other perishable consignments and quality suffers because delivery could not be completed as arranged, we are not responsible for that deterioration where we and the carrier acted reasonably. Please use an address where someone can receive the parcel.

7. Cancelling an order (before despatch)

7.1 If your order has not yet been despatched, contact us as soon as possible via the contact page, email or phone. We will cancel and refund where we can still stop the order.

7.2 Once perishable, livefood, frozen food or livestock preparation has started, cancellation may not be possible except as required by law.

8. Distance selling — 14-day cancellation right (change of mind)

8.1 If you are a consumer and buy goods online (or otherwise at a distance), you usually have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel within 14 days without giving a reason.

8.2 The 14 days normally run from the day after you (or someone you nominate) receive the goods. For multiple goods in one order delivered separately, it usually runs from the day after the last delivery.

8.3 To cancel, clearly tell us (email, phone, contact form or a written statement). You may use a simple message that identifies your order.

8.4 If goods have been delivered, you must return them without undue delay and within 14 days of telling us you cancel, unless we offer collection. You normally pay the direct cost of returning non-faulty goods.

8.5 Handle goods with reasonable care while you have them. We may reduce any refund if the value drops because of handling beyond what is needed to check the goods (as you would in a shop).

8.6 Refunds for a valid change-of-mind cancellation will include the standard delivery charge you paid to receive the goods (not upgraded delivery). We refund using the same payment method where possible, without undue delay and within 14 days of the goods coming back (or proof of return) or of cancellation if no goods were supplied.

9. Faulty goods and your statutory rights (Consumer Rights Act 2015)

9.1 If you are a consumer, goods must be as described, of satisfactory quality and fit for purpose. Digital content and services have parallel standards where they apply.

9.2 These rights are in addition to any manufacturer warranty. A discount or offer never removes them.

9.3 If goods are faulty, not as described, or otherwise breach your statutory rights, contact us promptly with your order details and a description of the problem. We may ask for photos or for the goods to be returned for inspection.

9.4 Your remedies may include repair or replacement, or a price reduction or refund, depending on the circumstances and timing under the Consumer Rights Act 2015 (including the short-term right to reject in the first 30 days for many goods).

9.5 We are not responsible for faults caused by fair wear and tear, misuse, failure to follow care instructions, unauthorised modification, or use after you noticed a problem and continued unreasonably.

9.6 Manufacturer warranties (if any) are provided by the manufacturer or UK importer. We can help you start a warranty claim. Proof of purchase is required. Manufacturer warranties usually apply to the first user and may be void if the product was modified or resold — check the warranty wording. Manufacturer warranties sit on top of, and do not replace, your statutory rights against us as the retailer.

10. How to return goods

10.1 Always contact us before returning goods so we can give the right address and reference.

10.2 Pack returns securely (ideally to a similar standard as despatch), include paperwork we request, and use a trackable service for higher-value items.

10.3 Goods damaged on return because of inadequate packaging may have any refund reduced, or we may send them back, except where the law requires otherwise for faulty goods.

10.4 We aim to process returns promptly — often within 14 days of receiving the goods (longer if testing or manufacturer involvement is needed).

10.5 If a return means an order no longer qualifies for a promotional discount, we may adjust the refund in line with our Offers & Discount Terms so you do not keep a discount you are no longer entitled to.

11. Livestock, livefood and animal welfare

11.1 We are a specialist reptile store. Animal welfare comes first. We may refuse sale or shipping if we believe an animal would not be appropriately kept or transported.

11.2 You are responsible for checking that you can legally keep the species, and for providing suitable housing, heating, UV, diet and care. Our care guides support that responsibility; they are not a complete husbandry contract.

11.3 Livestock is sold subject to availability and health checks. Once collected or delivered in good condition as agreed, change-of-mind returns are not normally available (see section 8). If there is a genuine health or description issue on arrival, contact us immediately with clear information so we can help.

11.4 Livefood and frozen foods are perishable. Follow any storage instructions on arrival. See sections 6 and 8 for delivery and cancellation limits.

12. Boarding services

12.1 Reptile and exotic boarding is offered under our separate Boarding Terms and Conditions (/terms/boarding). Those terms cover booking, payment, health requirements, care, liability and collection.

12.2 Online boarding enquiries are requests for a service, not a confirmed booking until we accept them and confirm terms. Boarding fees and schedules are as published or quoted by staff.

12.3 Where boarding information is stored in your member account or My Reptiles, our Privacy Policy explains how that data is used.

13. Payments and fraud prevention

13.1 We accept payment methods offered at checkout (and in store where applicable).

13.2 To reduce fraud we or our payment partners may validate name, address and other details against third-party databases. This is not a credit check for lending and should not affect your credit score. Data is processed as described in our Privacy Policy.

13.3 Orders may be delayed or cancelled if payment checks fail.

14. Intellectual property and website content

14.1 Unless stated otherwise, copyright and other IP in the site design, branding, text, care guides, photos and graphics belong to us or our licensors.

14.2 You may view, print or download extracts for your own personal, non-commercial use provided you do not modify them and you keep proprietary notices intact.

14.3 You may not copy the site wholesale, frame it misleadingly, or reuse content for a competing commercial service without our prior written permission.

15. Visitor content and conduct

15.1 Personal information you send us is handled under the Privacy Policy. Other non-personal material you submit (for example public reviews if enabled) may be treated as non-confidential.

15.2 You must not submit content that is unlawful, defamatory, hateful, obscene, infringing or harmful (including malware).

15.3 We may remove content and cooperate with law enforcement where required.

16. Third-party links

16.1 Links to MorphMarket, social networks, maps or other sites are for convenience. We are not responsible for their content or privacy practices. Using them is at your own risk and subject to their terms.

17. Liability

17.1 Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited under English law — including your statutory rights as a consumer under the Consumer Rights Act 2015.

17.2 We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for unforeseeable loss, or loss caused by your breach, unsuitable husbandry, or events outside our reasonable control.

17.3 We are not liable for business losses if you use the site or buy goods for commercial resale or business purposes.

17.4 Website information is provided in good faith; we may correct errors and update content. Care and product information may change as best practice develops.

17.5 Fitting, electrical or installation work on equipment you buy is your responsibility unless we have agreed in writing to provide that service.

18. Events beyond our control

18.1 We are not liable for failure or delay caused by events beyond our reasonable control (for example extreme weather affecting livestock shipping, carrier failure, epidemic restrictions, major system outages, or supply chain disruption). We will take reasonable steps to minimise impact and keep you informed.

19. Governing law and disputes

19.1 These terms are governed by the law of England and Wales.

19.2 If you are a consumer resident in the UK, you may bring proceedings in the courts of England and Wales, or in Scotland or Northern Ireland if you live there.

19.3 We encourage you to contact us first so we can try to resolve any problem. You may also seek advice from Citizens Advice or use approved alternative dispute resolution where available.

20. General

20.1 If any part of these terms is found unenforceable, the rest remains in effect.

20.2 You may not transfer your order rights without our consent; we may transfer our rights and obligations to a successor business provided your rights are not reduced.

20.3 Nobody else has rights under these terms under the Contracts (Rights of Third Parties) Act 1999.

20.4 If we delay enforcing a right, we may still enforce it later.

20.5 These terms (with the order, related policies listed in section 1, and any clear product-specific notices) are the main agreement for website use and goods sales. Boarding is also subject to the Boarding Terms.

21. Contact

Birmingham Reptiles and Pets Ltd, 274 Slade Road, Erdington, Birmingham B23 7LX · Telephone 0121 386 1160 · Email hello@birminghamreptiles.co.uk · https://www.birminghamreptiles.co.uk/contact

This Store Policy was published on 23 March 2026 and replaces earlier website terms and conditions wording.