I’ll try to keep this short. I sold an adult female western hognose to a customer that was doing fine with me on smaller bi-weekly meals (as her previous owner was feeding her pinkie rats weekly). They contacted me today, 22 days after receiving her, to let me know that she died.
Apparently, they offered a small/medium mouse 4 days after she arrived and she regurgitated. They waited a couple of days and offered again to get another regurgitation. Before selling her, I did send out fecal swabs to test for Crypto and Adenovirus, and both results were negative. I think the meals might have been too big for her, but the customer insists they were not because it was the right size for her. However, she wasn’t used to larger meals (despite being larger, I was working her towards getting better-sized meals). They stopped offering meals after those 2 regurgitations.
In my store policy, I do offer a 72-hour health guarantee. Any health concerns need to be brought up within 24 hours of receiving the animal. Now my main issue is that they only contacted me now after the snake died. If they had reached out to me previously when the issue first started, I would be more inclined to issue a reimbursement (they asked for their money back if the vet comes back with a positive crypto or adenovirus result). Even so, I don’t know what to do because I did test the snake properly, maintain quarantine, and personally didn’t have any issues with her.
I’m kind of at a loss at what to do. For now, I asked for pictures of the snake and the meal size (meal definitely might have been too big compared to what she was used to) and to keep me posted on the vet results. I just want to find a happy medium, but also protect myself? Please send help.