RETURN & REFUND

Refund policy

We have a return and refund policy, which means you have some conditions after receiving your item to request a return or refund.

All products have one-year warranty on reptizoo.store.

 

CANCEL OR MODIFY ORDER INFORMATION

1. If you want to cancel the order, please contact our customer service by email within 24H after you place order on our website.
Our customer service will help you cancel or modify the order within 24H 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 24H. 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.

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

 

Return

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

 No. Requirements
1 Proof of purchase. You bought on reptizoo.store. Home page is https://reptizoo.store
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).

Refund

1 If the products have issues or we have sent you the false items, we'll refund the original amount to you or replace a new one to you.

Damages and issues

Please inspect your order upon reception and contact us immediately within 48 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. 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. On the other hand, you can request a return and refund.
  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. Then, we'll send it back to our supplier. 
  3. If you broke the parts during installation, you can contact us. We'll send you the parts and you just need pay for parts and shipping fee.
  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 or refund to you.

 

360 days free replacement parts service.

All customers who purchase Reptizoo products from our website: https://reptizoo.store/  can enjoy one free spare parts replacement service once a year, except for glass accessories.

 

Return time

Within 30 days

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 1 day. If approved, you’ll be automatically refunded on your original payment method within 2 business days(after our warehouse received the returned product). Please remember it can take some time for your bank or credit card company to process and post the refund too. 

Exceptions 

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. We will then send you a shipping label.

You need do

To start a return or refund, you can contact us at shopify@repti-zoo.com. 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 shopify@repti-zoo.com.

Contact information

 No. Contact Method
1 https://reptizoo.store/pages/contact-us-for-more-business-and-support
2 shopify@repti-zoo.com