Turtle Creek Terms of Use

1. Delivery Service

While we typically ship orders the same day or the following working day, we are unfortunately unable to guarantee that orders will arrive the following working day. We use a next day delivery service as our standard service and subsidise the cost to provide a better service for a lower price, but unfortunately, delays do sometimes occur. If your order is delayed, you can track it via our courier's website using the tracking links you will have received via email or you can call us for further information.

Live Animal orders are delivered on a date agreed with both the customer and Turtle Creek.

If goods are not received within 7 working days, contact us directly and we may offer you alternative products to the same value or a full refund.

Goods must be signed for upon delivery and any damages/shortages reported to us within 24 hours.

Any issues with regard to live animals must be photographed / videoed and emailed to us at info@turtlecreek.ie within 24 hours of delivery.

Turtle Creek denies any liability for any consequential loss caused by damaged or faulty items, delay in dispatch or delays by carriers. In the unlikely event of a delivery not arriving on time, any extra delivery charge will be refunded. However, we cannot accept any liability involving third party contractors and would advise that no arrangements be made for installation until you are in receipt of your order.

Courier companies will attempt to delivery your parcel/s on two occasions If at this point a delivery cannot be made the parcel/s will be returned to the depot for collection by yourself.

2. Returns Policy

We provide an extended returns period to give you extra peace of mind when ordering. If you wish to cancel your order within 21 days of receipt of your products please contact us at info@turtlecreek.ie. Products are to be returned in perfect condition to Turtle Creek, Ballinamona, Knocktopher, Co. Kilkenny, R95K763.

The products being returned must be securely packed to avoid damage to the product or the retail packaging. We recommend returning the products by tracked delivery. We will refund the cost of postage (up to a maximum of €8.90) in the event of an item arriving damaged or faulty.

Turtle Creek does not accept responsibility for goods returned by a customer, but which are not received, unless proof of delivery to us or receipt by the carrier is supplied.

Turtle Creek will refund all sums paid by you, less cost of return postage. Residents outside of Ireland will need to cover postage costs themselves.

Products that carry a manufacturer's guarantee can be returned, if faulty, to us for exchange/refund during the warranty period. All products still in guarantee will be tested upon return. If the seller accepts the return of goods/cancellation of order (other than on the grounds of defect) the seller reserves the right to make a handling, cancellation and restocking charge of 10%.

For presumed faulty goods, if after testing your product is found to be non-faulty, a charge of €17.80 will be payable to cover collection and redelivery before your goods can be returned.

Goods are not allowed to be tried/tested.

This returns policy does not affect your statutory rights.

Refunds will be processed within 7-14 days.

3. Advertised Price

The total price payable for the goods will be stipulated at the time when you place your order.

We are entitled to make adjustments to the price to take account of any increase in our supplier's prices, or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is wrong. We will inform you of the correct price and give you the opportunity to cancel the order.

Until dispatch of goods by the seller of goods to the buyer or the buyer's acceptance in writing of any quotation of the seller (whichever shall first occur) no contract for the sale of goods shall arise.

All prices on our website are inclusive of VAT unless stated otherwise but exclusive of delivery charges which will be payable as indicated at the time of placing your order.

4. Complaints Procedure

If you have any complaints please do not hesitate to contact us, we will be happy to sort out any problems.

Contact us with your complaint at info@turtlecreek.ie, telephone us on 0834539859.

Turtle Creek reserves the right to alter / amend any price / product description as displayed on the website at any time.

5. Voucher Codes

Voucher codes can be used once per order per customer, unless stated otherwise. If you enter a valid voucher code and have not previously used the same code on your customer account, the discount will be subtracted from the order total.

In the event of your revised order total dropping below the threshold for free shipping, you will need to pay the postage costs or add further items to the basket in order to qualify for free shipping.

Voucher codes can only be used via the website and we are unable to accept them for other transactions, including telephone orders and shop sales.

6. General Terms & Conditions

Product images are for illustrative purposes only and may differ from the actual product.

Turtle Creek gives no assurance as to the mutual compatibility of components sold on any single invoice. It is the responsibility of the buyer to ensure that the goods purchased are suitable for the purpose intended. Advice sought by the customer from Turtle Creek in this respect may be given but cannot be relied upon by the customer or guaranteed by Turtle Creek unless Turtle Creek has access to the working system and the ability to carry out a full inspection of any equipment.