Refund policy

World of Exotics Faulty Items and Returns Policy

Faulty Items

At World of Exotics, we pride ourselves on the quality of our products. If you believe an item you have purchased is faulty, please contact us promptly.

Reported on Arrival: If a manufacturing fault is reported upon arrival, you may choose a full refund or a replacement at no additional cost.
Within 28 Days: If a fault is reported within 28 days of receipt, you may choose a replacement or full refund.
After 28 Days: Faults reported after 28 days will be handled under the product’s warranty — a repair or replacement will be offered depending on the manufacturer's policy. Some warranties may require the item to be returned directly to the manufacturer.
Warranty Period: If a fault develops within the warranty period, we will arrange a repair or replacement. Processing times usually take around 14 days but can vary depending on the product or manufacturer.
If a returned item is found to be fully functional after inspection, a retesting fee and return shipping charges may apply.

Please contact our team first, as we may be able to diagnose the issue remotely or suggest troubleshooting tips.

Returns and Cancellations

If you wish to return an item:

Notice Period: You must notify us of your intention to return an item within 14 days of receipt.
Return Deadline: Items must be returned to us within 30 days of purchase.
Original Buyer: Returns will only be accepted from the person who originally purchased the product.
Return Condition: Items must be unused, in original packaging, and securely packed to prevent damage during transit. Items returned damaged due to poor packaging may be rejected.
Proof of Return: Customers are responsible for returning goods and must provide proof of delivery or a receipt from the carrier.
Refunds: Refunds will be issued within 7–14 working days after the goods are received and inspected. Refunds cover the cost of the goods only, not the original shipping, unless the item was faulty or damaged.

Items Excluded from Return

The following items cannot be returned unless faulty or damaged:

Live foods
Frozen foods
Live plants
Special order items
Spare parts
Custom-made products

If these items are received faulty or damaged, please contact us immediately by phone on receipt.

Postage Costs

If returning an item because it is faulty or damaged, we will refund a reasonable return postage cost (up to £4.95 unless otherwise agreed).
For unwanted items, the customer is responsible for all return postage costs.

Important Notes

Goods must not be used, tested, or tried if you wish to return them.
All returns must be securely packaged.
This policy does not affect your statutory rights under UK consumer law.

For returns or support, please contact our Customer Service Team at:
📧 sales@worldofexotics.co.uk
📞 0151-345-8910