Our Commitment to Your Satisfaction
At TrendyReptiles, we’re dedicated to making your reptile shopping experience exceptional. We believe in a straightforward and customer-friendly return policy. Below, we’ve broken down the details to ensure you have all the information you need before making a purchase.
1. Cancellation and Order Modification
- Timeframe: You have up to six hours from the time of order placement to cancel or modify your order.
- How to Request: Use our contact form and select “Cancel Order” as the subject. Be sure to include the correct order number.
- Important: Cancellation or modification requests beyond the six-hour window may not be possible.
- Guaranteed Delivery Time: If you haven’t received your order within the guaranteed delivery time of 50 business days (excluding 2-5 days processing), you can choose a refund or reshipment. Please understand that factors beyond our control, like natural disasters or customs delays, may affect delivery times.
- Incorrect Item Received: If you’ve received the wrong item, you can request a refund or reshipment. Contact us with your correct order details and provide a working tracking code from the shipping company for the return.
- Changed Your Mind: If you no longer want the product, you can request a refund. Simply return the unused item at your expense, providing a working tracking code and shipping company details. Once we receive the return, we’ll issue a prompt refund.
- Timeframe for Refund Requests: Refund requests should be made within 30 days of receiving the product or within 15 days after the guaranteed delivery period of 50 business days has passed.
3. Return Address
- Where to Ship Returns: If you need to make a return, send the item(s) to: TrendyReptiles Returns, Osloweg 132, 9723 BK Groningen, The Netherlands.
4. Non-Refundable Scenarios
- Exceptions: Please understand that we cannot issue refunds in certain situations:
- If the order doesn’t arrive due to factors within your control (e.g., incorrect delivery address).
- If the order doesn’t arrive due to exceptional circumstances beyond our control (e.g. not cleared by customs, delayed by a natural disaster, not picked up at the pick-up point).
- If you cancel your order after the six-hour purchase window.
We’re committed to resolving any issues you may encounter. If you have questions or need further assistance with our return policy, please don’t hesitate to contact us through our contact form. Our friendly team is always here to help.
Note: This return policy applies to all products unless specific exceptions are specified for certain items.