Dragonfli guarantee only to send you the very best quality items and will inspect everything carefully before it leaves us to ensure it is correct and suitable. We also package and protect everything so that it doesn’t get damaged on its way. However, if you do have a problem, here is what to do.
Contact our helpful customer service team using the following details:
Call us on 01376 563322 from Monday-Friday (9.00am to 5.00pm)
Email- via our contact form
Arrive Alive Guarantee:
We provide an Arrive Alive Guarantee on all orders containing living creatures. In the instance you have a problem with your order please contact us immediately. We may ask you to provide pictures so we can asses any problems. We reserve the right to ship replacements before offering a refund.
If you received the incorrect item by mistake please contact us within 14 days informing us of the problem. You can return incorrect items within 28 working days unused in its original packaging and you will not be charged.
Damaged In Transit:
If your purchase is damaged in transit, please contact us within 14 days informing us of the problem. You can return it within 28 days and either get a replacement or a refund. Please make sure you give us your order number and return the item in its original packaging.
If you receive a product that is defective, please contact us within 14 days informing us of the problem. You can return it within 28 days and either get a replacement or a refund. Please make sure you give us your order number and return the item in its original packaging.
You can return unwanted items within 28 days of receiving them provided you have contacted us within 14 days of receipt and they are unused in original packaging. The exception to this is any order containing live creatures. All live orders are covered by our Arrive Alive Guarantee however we will not accept returns on unwanted items or orders placed by mistake due to the perishable nature of the goods.
Dragonfli will not pay the costs of returning items to us. Until we receive the goods you are returning, they are your responsibility. For your protection and peace of mind, we recommend you use a recorded delivery service to return things. To get a full refund, simply return the item to us in its original condition, in its original packaging within 28 days of cancellation.
If the item has been damaged, used or is not returned in its original packaging, we reserve the right to offer a partial refund or deny one entirely.
To cancel an order, please drop us an Email- via our contact form with details of the order you are cancelling. A charge may be made if the cancellation is done after the order or a part of the order has been sent. Orders containing live creatures cannot be cancelled once they have been sent.