Refund policy

🔁 Returns & Refunds Policy

Baynton’s Reptiles
Last updated: 9th of February, 2026

At Baynton’s Reptiles, we take pride in providing high-quality products and maintaining strong ethical standards of care. This policy explains how returns, exchanges, and refunds are handled in accordance with Australian Consumer Law (ACL).

🇦🇺 Your Rights Under Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law.

If a product has a major fault, is not as described, does not perform as advertised, or is unsafe, you may be entitled to a repair, replacement, or refund as required by law.

Where a product fault is confirmed, Baynton’s Reptiles will cover any reasonable return shipping costs as required under Australian Consumer Law.

📦 Change of Mind Returns (Non-Faulty Items)

We offer a 30-day change-of-mind return window for eligible items.

To be eligible for a change-of-mind return:

  • The item must be unused, unopened, and in original condition

  • Original packaging, tags, manuals, and accessories must be included

  • Proof of purchase is required

  • The return request must be made within 30 days of delivery

For change-of-mind returns:

  • Return shipping costs are the responsibility of the customer

  • Original shipping charges are non-refundable

  • Items must be returned safely and securely packaged

  • We recommend using a tracked shipping service, as Baynton’s Reptiles cannot be responsible for items lost or damaged during return transit

Returns that do not meet these conditions may be declined or subject to a partial refund where permitted by law.

🦎 Live Animals – No Change of Mind Returns

Due to animal welfare, biosecurity regulations, and ethical handling standards:

  • Live animals are not eligible for change-of-mind returns

  • We do not accept returns or provide refunds for live animals once transport has been booked or collection has occurred

If there is a welfare or health concern upon arrival, please contact us immediately so we can assess the situation in accordance with our welfare obligations and applicable laws.

🚫 Non-Returnable Items

The following items cannot be returned unless required under Australian Consumer Law:

  • Live animals

  • Food, feeders, or consumable goods

  • Perishable items

  • Custom or special-order products

  • Clearance or sale items

  • Gift cards

  • Personal care or hygiene items

  • Items that have been used, opened, installed, or altered

If you are unsure whether your item is eligible for return, please contact us before placing your order.

🛠️ Damaged, Faulty, or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, faulty, or incorrect, contact us within 7 days of receiving your order and include:

  • Your order number

  • A description of the issue

  • Clear photos of the item and packaging

Once assessed, we will provide a repair, replacement, store credit, or refund in accordance with Australian Consumer Law.

🔄 Exchanges

We do not offer direct exchanges.

If your item is eligible for return, the fastest option is to:

  1. Request a return (if approved)

  2. Place a new order for the desired item

📤 How to Request a Return

To initiate a return request, please contact us at:

📧 support@bayntonsreptiles.com.au

Include your order number and reason for the return.

Returns must be approved before being sent back.
Items returned without approval may not be accepted.

📍 Return Address

Approved returns will be provided with return instructions once the request is assessed.

Return addresses may vary depending on the product, supplier, or warehouse partner involved in fulfilling your order.

Please do not send items back without confirmation.

💳 Refund Processing

Once your return is received and inspected, we will notify you of the outcome.

If approved:

  • Refunds will be issued to the original payment method

  • Processing typically occurs within 5–10 business days

  • Your bank or payment provider may take additional time to finalise the refund

If more than 15 business days have passed since approval, please contact us.

⚠️ Additional Notes

  • Shipping fees are non-refundable unless required by law

  • Freight charges for live animals are non-refundable once transport has been booked

  • Customers are responsible for return shipping for change-of-mind returns

  • We reserve the right to refuse returns that do not meet policy requirements where permitted by law

📩 Contact Us

If you have questions about returns or refunds, please contact:

Baynton’s Reptiles
📧 support@bayntonsreptiles.com.au
📞 +61 435 070 830