Refund policy
Updated on November 29, 2024
We strive to provide high-quality products and services for all our customers. Please review our policy carefully to understand your options for returns, refunds, and exchanges.
Return Policy for Non-Live Items
We have a 14-day return policy for non-live items, which means you have 14 days after receiving your item to request a return.
Eligibility for Returns:
To be eligible for a return, your item must:
• Be in the same condition as when you received it (unopened, unused, with tags, and in its original packaging).
• Include proof of purchase (e.g., receipt or order confirmation).
To initiate a return, please email us at question@royalpythonscove.com. Once your return is accepted, we will provide a return shipping label and instructions. Items sent back to us without prior authorization will not be accepted.
Restocking Fees
A 10% restocking fee applies to all eligible returned items to cover inspection and handling costs. The following restocking fees apply based on the product category and condition:
Electronics (e.g., lighting, thermostats, meters)
• Unopened and unused: 10% restocking fee.
• Opened or used: 20% restocking fee (to cover testing and repackaging).
Substrates, Soils, and Consumables
• Unopened bags: 10% restocking fee.
• Opened or partially used: Non-returnable for safety reasons.
UVB and Heating Bulbs
• Unopened and unused: 10% restocking fee.
• Installed or used: 25% restocking fee (subject to testing).
Decor and Accessories (e.g., hides, vines, dishes)
• Unopened: 10% restocking fee.
• Used or damaged: 20% restocking fee.
Live Animals Return Policy
Live animals can be returned within 3 days (72 hours) of purchase, subject to the following conditions:
1. You must sign an unpacking acknowledgment form upon receiving the animal.
2. Submit a picture of the animal’s setup to question@royalpythonscove.com within 24 hours of receiving the animal to confirm a safe and suitable environment (“Safe Space” condition).
3. All conditions stated in the adoption form, signed at the time of purchase, must be fully met.
Failure to provide a confirmation of a suitable setup prepared for the purchased animal will void the return option.
Non-Returnable Items
Certain products cannot be returned, including:
• Live and frozen feeders (e.g., rodents, insects).
• Opened or partially used substrates or consumables.
• Custom or special-order items.
• Hazardous materials, flammable liquids, or gases.
• Sale items or gift cards.
Damages and Issues
Please inspect your order upon receipt and contact us immediately at question@royalpythonscove.com if:
• The item is defective or damaged.
• You received the wrong item.
While damaged items are not eligible for returns, we will issue refunds or exchanges as appropriate.
Exchanges
Exchanges apply in the following cases:
1. Damaged Items: Request an identical replacement.
2. Live Animals: Exchange may be approved in force majeure cases (each case is reviewed individually).
For all other cases, the fastest way to replace an item is to return the current item (if eligible) and place a new order once the return is approved.
Refunds
Refunds are issued after we’ve received and inspected your return. If approved, you will be refunded to your original payment method within 10 business days.
If more than 15 business days have passed since your refund was approved, please contact us at question@royalpythonscove.com.
For information about order cancellations, please review our Cancellation Policy.