---
title: Faulty item? How to make a claim
description: "Making a claim for a faulty item at M&S Reptilien: which photos we need, how the inspection works and when you receive a replacement or refund."
---

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August 5, 2026

# Faulty item? How to make a claim

## The right photos make it quickest

### The photos we need from you

So that we can process your claim quickly, please send us the following along with your order number:

- a photo of the complete item
- a close-up of the fault or damage
- if available: a photo of the shipping box showing the item number

### What happens next

1. Let us know what you would like: an exchange, a replacement or a refund.
2. Depending on the case, we may ask you to return the item for inspection – we will email you the returns label.
3. Once the item reaches us, we will inspect it and arrange a replacement or refund as quickly as possible.

Without the item being returned, an exchange is generally not possible – we need the faulty item for inspection.

For electrical items, it helps us to know whether the product is controlled by a thermostat or another device.

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