By using our website you agree to the Terms and Conditions of this website which include returns and warranty terms as described below. Please review the Terms and Conditions page of this website. We at Pet Planet are committed to providing you with excellent service. Our customer friendly terms and conditions will help you order securely and guarantee satisfaction with every purchase. Warranty & Terms Conditions For damaged items, we will replace / mend the item where it is suitable, or we will refund the purchased amount or part of it. We DO NOT take any responsibility in damages and losses that occur during shipping. It is the buyer’s responsibility to ship back the damaged items to us, at their cost. If an item needs to be returned, please do not rip the packaging and always send the item back in its original packaging, otherwise a fee may be charged. Postage and handling fees are non refundable. Exchanges are accepted within 4 days of arrival, given the buyer pays for postage fees.The item purchased must be in its original state i.e. unopened/unused/unmarked. This is very important or else the exchange will be denied. If it is agreed that a broken/ damaged product will be replaced. The product will be sent out via a delivery service. In such circumstances the customers must pay the shipping costs involved when doing so. All Live insects / live feed is shipped at buyer’s risk. We send them out carefully but take no responsibility for any insects that die during shipping. # For defective items please email or call us as soon as you can and within the 7 day mark. For emails if you don’t get a response within 24 hours please call us and leave a message. # Never send an item back before contacting us because we may be able to come up with an easier solution that will save you the hassle and cost of shipping it back to us. # As for all the purchased items, open it carefully and do not destroy the packaging in case it’s needed for a return. # Follow any and all instructions we provide to complete the warranty claim. # We do not guarantee that the products you receive will be exactly as the photos of this website. Tiny differences between the product photos on the website that don’t affect the operational value of the product is not a basis for a refund. Manufacturers often make small changes to their products without letting us know, so it’s challenging for us to keep this from happening. In case of the customer not being happy with the product we can try to accommodate a refund. However, the customer must pay for any shipping costs that occur or are required. Exchange Procedure # To claim an exchange please email or call us as soon as you can and within the 5 day mark. For emails if you don’t get a response within 24 hours please call us and leave a message. # The item that is to be exchanged must be as new ,ie (unopened/unused/unmarked). # For all purchased items, open carefully and do not rip the packaging off in case it needs to be returned. # Never send us an item back before contacting first and we agree to a solution. # Follow all the instructions we give to complete the exchange claim on a product.