Reptile Guarantees

Pet guarantees

Reptile Guarantees

At Kellyville Pets, our commitment to your reptile doesn't end at the checkout - it runs for the life of your pet. Together, our 14-day health guarantee, 30-day feeding guarantee, 7-day cooling-off period, and lifetime rehoming policy cover everything that applies when you bring home a python, bearded dragon, blue-tongued lizard, or gecko from us.

On this page

• 14-Day Health Guarantee
• 30-Day Feeding Guarantee
• 7-Day Cooling-Off Period
• Lifetime Rehoming
• Our approach

1. 14-Day Health Guarantee

Every reptile you bring home comes with our 14-day health guarantee - our commitment to standing behind the health of the animals we sell, and to supporting you as you set up a safe, healthy environment for your new pet. For appetite and feeding-specific concerns, see our Feeding Guarantee below.

What's guaranteed

Every reptile we sell is assessed as suitable for sale and well established at the time it leaves our store. If your reptile is found to have an illness, health condition, or defect that was present at the time of purchase, Kellyville Pets will offer an exchange or a refund, limited to the original purchase price of the reptile.

This guarantee applies for 14 days from the date of purchase.

To be eligible, we require that:

• your reptile has an appropriate enclosure and setup from the time it leaves our store - either a complete setup purchased from Kellyville Pets, or your own existing setup, details of which we ask you to share with us;
• you maintain the heating, lighting, humidity, and diet appropriate to your reptile's needs; and
• you can provide proof of purchase.

These conditions exist because a reptile's health is closely tied to its environment from day one, and getting the setup right makes a genuine difference to its wellbeing. They're not about catching anyone out - they're about making sure every reptile gets the best possible start.

What isn't covered

This guarantee doesn't extend to:

• veterinary bills or other costs incurred in getting your pet assessed or treated;
• illness, injury, or changes in condition caused by enclosure setup, husbandry, handling, or environmental factors after purchase; or
• any amount above the original purchase price of the reptile.

This guarantee sits alongside, not instead of, your ongoing responsibility to provide an appropriate enclosure, diet, and care once your reptile is home.

Making a claim

If you're worried your reptile is unwell, please get in touch as soon as possible - the sooner we hear from you, the sooner we can help.

When you reach out, it helps to have on hand:

• your proof of purchase and purchase date;
• a description of what you've noticed;
• any relevant veterinary documentation, if you've sought veterinary advice; and
• details of your reptile's enclosure setup, including heating, lighting, humidity, diet, and recent behaviour.

We'll talk you through what happens next, which may include asking you to bring your reptile in so we can take a look. If your claim is accepted, we'll offer you an exchange or a refund up to the purchase price - please note that veterinary costs aren't something we're able to cover. Refunds are issued via your original payment method; if that payment method is no longer active, please let us know as soon as possible so we can arrange another way to process your refund. Keeping your payment method valid until your claim is finalised is your responsibility, and we're not able to take responsibility for delays this causes, though we'll always work with you to find a solution.

If your reptile has passed away within the 14-day period, we're so sorry for your loss. Where this was the result of an illness, health condition, or defect covered under this guarantee, the same outcome applies - an exchange or a refund up to the purchase price. Where possible, we'd ask that you bring your reptile in to us so we can understand what happened, though we understand this isn't always possible, and we'll work with you regardless.

2. 30-Day Feeding Guarantee

A reptile's appetite is one of the clearest signs of its wellbeing, and it's something we take seriously before your new pet ever reaches home. This guarantee explains the feeding standard every reptile meets before it leaves our store, why appetite can change in the first little while after purchase, and what to do if you're concerned.

Our feeding standard before sale

We only sell a reptile that is feeding routinely with us.

• Lizards must be feeding daily, with the exception of adult bearded dragons going through brumation - a natural seasonal slow-down in appetite, rather than a sign of ill health.
• Pythons must have had at least five successful feeds recorded before sale. Every feed a python has in-store is logged, noting the date and feed size, and this record card goes home with your python so you have a clear picture of its recent feeding history.

Why appetite can change after you bring your reptile home

Even a reptile with a strong feeding history in-store can go off its food for a while after moving to a new home. This is common, and doesn't necessarily mean something is wrong.

Moving to a new enclosure and environment is a significant transition for a reptile, and it's normal for appetite to pause or slow down while your pet settles in. A number of other husbandry factors can also affect appetite, including heating, lighting, and the amount of handling your reptile is getting - so it's worth reviewing these alongside how your pet is settling in more generally.

If you're concerned about feeding

If you have concerns about your reptile's feeding within the first 30 days of bringing it home, please get in touch - we're glad to help troubleshoot what might be going on.

When you reach out, it helps to have on hand:

• your proof of purchase and purchase date;
• your reptile's feed record card, if you have one (pythons);
• details of your reptile's enclosure setup, including heating, lighting, and humidity;
• how often your reptile is being handled; and
• when your reptile last ate, and what you've tried so far.

We'll work through the likely causes with you and suggest adjustments to try before anything else.

If feeding concerns continue

In situations where a feeding concern continues despite troubleshooting, and once other causes have been ruled out, we may - space and health considerations permitting - offer an exchange, or temporarily house your reptile with us while we work on restoring normal feeding.

This is genuinely a last resort. Moving a reptile between environments repeatedly isn't good for its feeding or wellbeing, so we only consider it once other options are exhausted, and only where we're confident there's no disease risk to the other animals in our care.

3. 7-Day Cooling-Off Period

We want you to feel completely confident in your decision to bring a reptile home. If your circumstances change in the days right after purchase, our 7-day cooling-off period gives you a way to reconsider, with your reptile's wellbeing looked after throughout the process.

How the cooling-off period works

If your new pet isn't the right fit for your circumstances - whether that's simply not working out the way you expected, or something has changed - you can return your reptile within 7 days of your purchase.

Your refund is calculated based on when you return your pet:

Return timing	Refund amount
Days 1-3 from purchase	70% refund
Days 4-7 from purchase	50% refund

The 7 days are counted in full calendar days, not from the exact time you bought your pet. For example, if you buy your reptile on a Monday, returning any time from Tuesday through to Thursday counts as Days 1-3, and returning any time from Friday through to the following Monday falls within Days 4-7.

This cooling-off period applies to your reptile itself only. Any products or accessories purchased alongside your pet - such as enclosures, heating and lighting equipment, or food - are subject to our standard returns policy rather than this guarantee.

Conditions of return

We require that:

• you contact us before bringing your reptile back, so we can guide you through the process;
• your reptile is returned in the same health and condition as at the time of purchase;
• you bring all original paperwork and proof of purchase with you; and
• you hold a valid NSW Reptile Keeping Licence (either a Companion or an R1 licence), which we'll need to sight when your reptile is returned.

We may need to decline a return where, since purchase, your reptile has sustained an injury, shown signs of contagious illness, experienced a serious decline in health, developed aggression or handling difficulties, or lost condition due to its housing or care after leaving our store.

Our focus here is the health and wellbeing of your pet, and of the other animals in our care. Where a return under this policy isn't possible, we're always happy to work with you to find another way forward together. If more than 7 days have passed, our Lifetime Rehoming policy below may also be able to help.

How to return your reptile

4. Lifetime Rehoming

Life circumstances change, and sometimes a much-loved pet can no longer stay in the home they started in. Kellyville Pets is here to help for the life of your reptile, not just the first few weeks - so if you're ever unable to continue caring for a pet you bought from us, please reach out and we'll work through the options together.

What this policy offers

This is a welfare-support commitment, not a refund or exchange policy. If you're no longer able to care for your reptile, at any point after purchase, we'll help you work towards an appropriate next step for your pet.

How it works

What we ask of you

We require that:

• you contact us before making other rehoming arrangements, so we can support you;
• you let us know about any behavioural traits, health considerations, or enclosure requirements your reptile has, so we can find the right fit for their next home; and
• if you're rehoming your reptile to us, you hold a valid NSW Reptile Keeping Licence (either a Companion or an R1 licence), which we'll need to sight so we can record your licence number as part of the transfer.

A few important notes

• This policy doesn't provide a refund or exchange - it's about finding the best outcome for your pet's welfare.
• Whether we can accept a reptile for rehoming, and what that looks like, depends on their health, temperament, species, and the space available with us at the time.
• Please don't release your reptile into the wild - it's illegal under NSW law and a breach of your Reptile Keeping Licence, and can be genuinely harmful to both your reptile and local wildlife. This is exactly what this policy is here for, so please reach out to us instead.

If you're facing a change in circumstances, please reach out and we're glad to help you find the right path forward - though if you're confident arranging a suitable new home yourself, that's absolutely fine too. Either way, we'd appreciate you letting us know once your reptile has been rehomed, so we can update our records rather than assume they're still in your care.

Our approach