Refund policy

Last updated: July 2026

At WildScales, customer satisfaction is important to us. We also have a responsibility to protect the health and wellbeing of reptiles, amphibians, fish and other animals.

Because many of the products we sell may come into direct contact with animals or their environments, we do not offer refunds or exchanges for change of mind. This policy helps prevent the spread of disease and protects all of our customers.

This policy does not affect your rights under Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

If a product has a major failure, you are entitled to a replacement or refund. If the problem is minor, we may repair or replace the item within a reasonable time. Nothing in this policy limits your rights under Australian Consumer Law.

Change of Mind

We do not accept returns, exchanges or refunds if you:

• Ordered the wrong item.
• Changed your mind.
• Found the item cheaper elsewhere.
• No longer require the product.
• Ordered the incorrect size or colour.
• Simply decided you no longer want the item.

We encourage customers to carefully check product descriptions, specifications and dimensions before purchasing. If you're unsure whether a product is suitable, we're always happy to help before you place your order.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, is faulty, or we have sent you the wrong product, please contact us within 7 days of receiving your order.

Please include:

• Your order number.
• A description of the issue.
• Clear photographs of the item and packaging where applicable.

Where a product is found to be faulty or incorrect, we will provide an appropriate remedy in accordance with Australian Consumer Law. This may include a repair, replacement or refund.

Biosecurity

For the safety of all animals and customers, we cannot resell products that may have been exposed to reptiles, amphibians, fish, invertebrates, rodents or other animals.

Returned items that show signs of use, contamination, animal contact, odours, substrate, food residue or other biosecurity risks may be refused unless Australian Consumer Law requires otherwise.

Contact Us

If you believe your order has arrived faulty or incorrect, please contact us as soon as possible so we can help resolve the issue.