Returns & Refunds

Our Returns & Refunds Promise

We want you to be completely happy with your RTHabitat purchase. If something isn’t right, you can return most items within 30 days. Here’s how returns and refunds work.

01

Part One

Returns

How long you have to return an item, and what condition it needs to be in.

Product Return Window Conditions
RT01 Smart Habitat Controller 30 Days Unused, original packaging intact
Smart Sockets 30 Days Unused, original packaging intact
Temperature & Humidity Sensor 30 Days Unused, original packaging intact
PVC Vivarium (unopened) 30 Days Unopened, original packaging intact
PVC Vivarium (opened) Not eligible Cannot be returned once opened
Bioactive Vivarium Kit 14 Days Live plants covered by 7-day survival guarantee
Heat Mat / Heat Lamp / UVB Lamp 30 Days Unused, original packaging intact
Consumables (substrate, décor, water bowls) 14 Days Unopened, original packaging intact
Live Food / Frozen Food Not eligible Perishable goods, cannot be returned
Gift Cards Not eligible Cannot be returned
How do I start a return?

To start a return, please email us at support@rthabitat.co.uk with the following:

  • Your order number or proof of purchase
  • The item(s) you wish to return
  • The reason for your return

We’ll respond within 2 working days with return instructions and, where applicable, a return shipping label.

Who pays for return postage?

If the item is faulty or was sent in error, we will cover the cost of return postage and provide a prepaid label.

For unwanted items returned within the 30-day window, the cost of return postage is your responsibility. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.

What condition must items be in?

Items must be returned in their original condition, unused, and with all original packaging and accessories. For hygiene and safety reasons, we cannot accept returns on items that have been installed, modified, or damaged through use.

02

Part Two

Refunds

How and when your money is returned once we receive your item.

1

Item Received

We inspect the returned item within 1–2 working days of arrival.

2

Refund Approved

You receive an email confirming your refund has been processed.

3

Money Back

Refund issued to your original payment method within 14 days.

How long do refunds take?

Once we receive your returned item and confirm it meets the return conditions, we will process your refund within 14 days. Refunds are issued to your original payment method.

Please note that your bank or card provider may take additional time to display the refund on your statement.

Can I exchange instead of refund?

The fastest way to get a different item is to return the original for a refund and place a new order. This ensures your new item is dispatched without delay.

What if my item arrives damaged?

Please inspect your order upon delivery and contact us immediately if anything is defective, damaged, or incorrect. We’ll arrange a replacement or full refund at no cost to you.

For damaged items, please include photos of the damage in your email to help us resolve the issue quickly.

Are there items that cannot be refunded?

The following items cannot be refunded:

  • Perishable goods (live food, frozen food, live plants)
  • Opened PVC vivariums and cabinets
  • Gift cards
  • Items damaged through misuse or modification

This does not affect your statutory rights if an item is faulty.

Your statutory rights are not affected. This policy is provided in addition to, and does not replace, your legal rights under the Consumer Rights Act 2015. If a product is faulty, you may be entitled to a repair, replacement, or refund regardless of this policy.

Need to return something?

Email our UK support team. We’ll get back to you within 2 working days.

Start a Return