We want you to feel confident when shopping with ReptiCore Habitat. Please review the following return and refund conditions before submitting a request.
Return Eligibility
You may request a return within 30 days of delivery.
To qualify for a return, the item must generally be:
- Unused
- Uninstalled
- Unwashed
- In its original condition
- In its original packaging
- Complete with all included parts, instructions, and accessories
Proof of purchase or an order number is required.
Do not send a return without contacting us first. Unauthorized returns may not be accepted or refunded.
How to Request a Return
To begin a return request, contact our customer support team and provide:
- Your full name
- Your order number
- The item you wish to return
- The reason for the return
- Photographs, when relevant
If the return is approved, we will provide return instructions and the correct return address.
Please do not return products to the address shown on the shipping package unless we specifically instruct you to do so.
Return Shipping Costs
If the return is due to a change of mind, an incorrect size selected by the customer, or another non-defective reason, the customer is generally responsible for return shipping costs.
Original shipping charges are non-refundable unless the return is caused by an error on our part.
If the item is damaged, defective, or incorrect, we will review the case and determine the appropriate solution.
Damaged, Defective, or Incorrect Items
Contact us within 7 days of delivery if your order arrives:
- Damaged
- Defective
- Missing essential parts
- Different from the item ordered
Please include clear photographs or video of the product, packaging, and shipping label.
Depending on the circumstances, we may offer:
- A replacement part
- A replacement item
- Store credit
- A partial refund
- A full refund
The appropriate solution will depend on the nature of the issue and the evidence provided.
Non-Returnable Items
The following items may not be eligible for return:
- Used or installed products
- Products damaged through misuse or improper installation
- Items missing parts, packaging, or accessories
- Clearance or final-sale items
- Gift cards
- Personalized or custom products
- Hygiene-sensitive items that have been opened or used
Any additional product-specific exclusions will be stated on the relevant product page.
Order Cancellations
Please contact us as soon as possible if you need to cancel an order.
We will try to cancel the order before it is processed or shipped. However, cancellation cannot be guaranteed once fulfillment has begun.
If an order has already shipped, it must be handled under the standard return process.
Refund Processing
Once an approved return is received and inspected, we will notify you of the outcome.
Approved refunds are issued to the original payment method. Please allow several business days for your bank, card provider, or payment service to process the refund.
Processing times vary by financial institution.
Refused and Undeliverable Packages
Orders returned because of an incomplete address, incorrect address, refusal of delivery, or failure to collect the package may be subject to return shipping or handling costs.
Any eligible refund may be reduced by the costs incurred in returning the package to the sender.
Exchanges
We do not currently offer direct exchanges.
The simplest option is to return the eligible item and place a new order for the preferred product or variation.
Animal Safety
Reptile care requirements vary by species, age, size, health condition, enclosure, and local environment.
Customers are responsible for confirming that a product is appropriate for their animal and for following all installation and safety instructions. Products should be inspected regularly and discontinued if they show signs of damage or unsafe wear.
Our products and content are not a substitute for advice from a qualified reptile veterinarian or experienced species-specific professional.