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              tortoise care & delivery POLICY 

By checking the terms and conditions box you are agreeing that you have read and understood the required care and that you have the correct equipment needed for your tortoise. We have listed what equipment you need in the description section on each tortoise breed. 

When purchasing a tortoise it is your responsibility to you understand what care is required. Our tortoises are thoroughly checked before they are sent out. If you have any concerns or questions about your tortoise please contact us straight away before seeking advise elsewhere as we do not cover vet bills. 

We use High Flyers as our animal courier, they will text or call you the day before your delivery with a time slot. This is your responsibility to provide us with the correct contact number. If you do not answer or you are not at your chosen address, the courier will return the tortoise to us and you will be charged accordingly.

For tortoise deliveries we will send a care sheet, set up sheet (if needed) and if your tortoise requires an Article 10 Certificate, this will be   in an envelope with your postcode on it. This will be on top of one of your parcels. You cannot get another copy of the certificate. Please keep the certificate safe and with the tortoise for it’s life. If you sell or pass the tortoise on this certificate has to go with it. 

It doesn’t happen often but sometimes weather can cause delays. Our courier can sometimes stop deliveries if the conditions are unsafe. We will inform you of any delivery changes as soon as we are told. 

Tortoise Returns

If we have delivered a tortoise to you and you want to return it, please contact us immediately and we will advise the next step. 

You cannot refuse a livestock delivery at the door as the courier does not have facilities to keep the tortoise. You will have to keep and look after the tortoise until we can arrange collection. You will be liable to pay the original delivery fee, the collection fee, the cost of any products that have been used and we do not give full refunds for livestock. 

 

Payments

 

We accept credit and debit cards over the phone. Once the transaction is complete we delete all records of your payment method. We do not store your credit or debit card details.

 

Errors

 

While we make every effort to maintain correct prices, they do sometimes fluctuate. Should a product be incorrectly priced on the website and is chosen in your order, we will not process your order and no extra charge will be taken from your card until we have contacted you.

We will inform you of the revised price and leave it for you to decide whether to continue with your order.

 

Returns, Refunds and Exchanges

product Policy

 

How To Return An Item

 

Your item must be in its original unused condition to be returned, with packaging, unless there is a manufacturer fault or defect. Your must return the item within 30 days of your purchase. We do not cover return postage costs. 

 

1. Please email sales@wiltonpets.co.uk to request a refund.

 

2. Mail your returned item to:

 

Wilton Pet Centre
95-97 Pound Lane
Bowers Gifford, Basildon,
Essex
SS13 2HN
United Kingdom.

 

3. Include in your package a signed letter stating the reason for your return and the original receipt.

 

Return Exceptions

 

Some items cannot be returned if they are opened.

Refund amount will be changed accordingly if the item being returned was brought within a package deal or offer. 

Merchandise that has been used, or altered will not be accepted for return or exchange.

 

Restocking Fee

 

We do not refund the original shipping and handling that you paid on the order. Paypal and Stripe both charge a processing transaction fee and refund fee, this will be deducted from your refund.

 

Exchanges

 

If your item is in like new condition, you may exchange your item for a different size or colour. You will not be subject to a restocking fee in this case, but you still will have to pay return shipping.

 

Product Delivery

 

If a parcel is damaged on delivery from our courier then it must be refused and not accepted.

 

 

PLEASE REMEMBER TO CONTACT US IMMEDIATELY IF THERE IS A PROBLEM AND WE CAN ADVISE THE NEXT APPROPRIATE STEP