Terms and Conditions
Shipping and Return Policy
Small items are normally posted within 5 working days unless not in stock. You will be notified if item(s) are out of stock.
Delivery of large items can vary and is subject to change. You will be notified as to approximate delivery date. You can cancel your order at no cost to you if the estimated delivery date is not acceptable to you. This excludes custom orders.
Free collection is available if collecting from our premises. Please contact us to confirm whether the item is in stock first. Visit to our premises is by appointment only.
All of our items are posted with proof of posting or tracking.
For large orders it is your responsibility to ensure that you are available for delivery of your order. Cosy Tortoises will not be held liable for any charges incurred.
Damaged items(s) must be reported to Cosy Tortoises within 24 hours of being delivered. Please report this in writing. Photographic evidence may be required. Cosy Tortoises will then advise you on the correct course of action to take so that damaged item(s) can be replaced promptly.
Our return policy is simple. You may return your item(s) within 7 days from receipt of your order. The item(s) must not be used and ideally remain in their original packaging with instructions if applicable. You will be required to pay postage to return item(s) to Cosy Tortoises. This excludes custom orders.
You may cancel your order at any time (except custom orders). Postage charges may apply if delivery has already been ordered at time of cancellation.
Custom orders are non-refundable unless Cosy Tortoises fail to deliver your order within the time frame given to you at the time of placing the order.
Cosy Tortoises cannot guarantee the colour/design or measurements chosen by the customer. By placing a custom order, you have accepted all of Cosy Tortoises terms and conditions. Delivery times are approximate. Cosy Tortoises will not be held liable for charges due to delays in the manufacturing of your order.
Refunds and cancellations (excluding custom orders) will be refunded within 14 days. Please send your refund request by recorded delivery to ensure we are aware of your cancellation request.
Cosy Tortoises cannot guarantee that the paint colour chosen will look the same as displayed on the website, due to variation in product colour by the manufacturer and natural variations of the wood. Cosy Tortoises applies at least one coat of preservative wood paint and recommends further coats are applied after delivery according to the paint manufacturer's instructions. At least one further coat of paint is recommended so that any movement of external surfaces in transit are sealed thoroughly to ensure the house is weather-proof.
Some of the electrical items provided by Cosy Tortoises will need to be fitted by a qualified electrician.
1 Year Guarantee
Reasonable wear and tear or misuse are not included in the guarantee. Product must also be well maintained.
Every claim will be considered case by case and may be repaired or replaced.
The guarantee excludes the cost of postage either way. The buyer is responsible for the postage costs.
Our guarantee does not cover food, plants or seeds or heat lamp bulbs or UV lights.