We have a return and refund policy for customer purchased from official website, which means you have some conditions after receiving your item to request a return or refund.



1. If you want to cancel the order, please contact our customer service by email within 12H after you place order on our website. Online message cancellation does not count as official notification.
Our customer service will help you cancel or modify the order within 12H after receiving your email. Since the email is not an instant reply, we may find that your order has been sent when we process your email within 12H. In this case, we can only say sorry for that, and we can't help you cancel or modify the order anymore. So please check the order information carefully before placing the order.

2. If your order time more than 12hours, please note that we CANNOT cancel or modify orders anymore. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for a refund. 

3. Do not return or drop off the parcel by yourself through the sender's address. Any product returned without acceptance will not be refunded.

4. Please email us within 30 days after receiving your REPTIZOO delivery if you warrant a return.

Note: You must first contact us by email and get our written approval before sending any item back. Any product returned without acceptance will not be refunded.


Acceptable Conditions for a Return

To be eligible for a return, you should meet the next requirements.

 No. Requirements
1 Proof of purchase. You bought on Home page is
2 If you subjectively don't like our products or refuse signing for your order, your item must be in the same condition that you received it(unworn or unused, with tags, and in its original packaging).

REPTIZOO will bear all the cost of the return/exchange including shipment fee if 

  • There is any major defect found with proof of evidence, and cannot reissue accessories or repair.
  • Either sent in the form of an image or video through your email to us.
4 For return of personal reasons, Please note that shipping costs are non-refundable. all shipping fee is born by customer and will be deducted from the refund total:
  • Customer dislikes the product and returns it, other personal reason like "wrong size", "doesn't fit", "no longer needed/wanted" etc.
  • If your order is in transit(Including delivery to logistics providers) or already signed, if you must reject the package to return and 20% of the order value will be charged as a cancellation fee.

Damages and issues

Please inspect your order upon reception and contact us immediately within 24 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right, We give priority to sending replacement parts for damaged products. There are some circumstances.

  1. If you find the products lacking some parts, you can contact us and we will send them to you again. 
  2. If you find the shipping damage, contact us immediately before you sign for it or you can refuse signing. You don't need to worry about any issues, the products will be returned to our warehouse. 
  3. If you broke the parts during installation, you can contact us. We'll send you the free parts. 
  4. If you can't understand the manual or video for instructions, we can support you online.
  5. If you find some defects of the products, contact us and we'll replace a new one(product body or some parts) to you.




To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging. For original packaging, this must include the styrofoam inserts. We will then send you a shipping label.


Free replacement parts once a year

30 days warranty

The default after-sales period of our website is 30 days, So if you shop on our website and find that the tank damaged after receiving the goods, It is best to contact us within 30 days, we can solve your order any problems for free.


30-360 days warranty

If your product requires warranty after 30 days:
Then customers who purchase Reptizoo products from our website:  can enjoy free spare parts replacement service, but except for glass accessories.



Refund time

We will notify you once after we received and inspected your return, and let you know if the refund was approved or not within 3 days. If approved, you’ll be automatically refunded on your original payment method within 2-5 business days(after our warehouse received the returned product).

However, it can take up to 30 days, depending on the card company involved. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

If you have paid with a PayPal balance, the money is refunded to your PayPal balance. Please contact Paypal or your credit/debit cards bank for more info about the return payment.


Warranty Period

REPTIZOO Guarantees REPTIZOO ORDER purchased from for a period of one year, verified with a copy of the original dated purchase receipt. We do not accept warranty after-sales for orders from third-party platforms. At this time, we are only processing refunds for purchases made directly through our website (  If you purchased your REPTIZOO product from a different store, returns or warranty would be handled through the retailer from where you purchased your product.

If the product proves defective, REPTIZOO will replace or repair it or any defective components, consumer only pay the shipping
charges, Tax fee. As all of our products require initial consumer assembly, no compensation shall be provided for subsequent re-assembly to replace defective components


You need do

To start a return or refund, you can contact us at If your return is accepted, we’ll send you the return details, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return and refund questions at We do not accept any returns and chargebacks without informing our customer service team.


Contact information

 No. Contact Method

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