Return & Refund Policy

Last Updated: September 1, 2025

At San Diego Exotic Enclosures, every enclosure is built with care, precision, and tailored to the specific needs of each customer and animal. Because of the custom nature of our products, our return and refund policy is designed to protect both our craftsmanship and your expectations.

1. Custom Orders Are Final Sale

All enclosures are custom-built to your specifications. Once materials are purchased and construction has begun, orders are non-refundable. Please ensure your design and measurements are accurate before placing your order.

2. Cancellations

You may cancel your order within 24 hours of placing it for a full refund. After that window, your deposit is non-refundable as materials are typically procured within 1–2 business days.

3. Damaged or Defective Products

If your enclosure arrives damaged or structurally defective, contact us within 48 hours of delivery or installation with photos and a detailed explanation. We will assess the issue and determine whether a partial refund, repair, or replacement is appropriate. Cosmetic imperfections (small scratches, paint inconsistencies) may occur during transit and are not considered defects unless they compromise structure or function.

4. Refund Method

Approved refunds will be issued via the original payment method (Venmo, Zelle, or cash) within 5–7 business days.

5. No Returns for Improper Use

We are not responsible for enclosure issues resulting from improper handling, misuse, or damage caused by animals, cleaning products, or relocation. Modifying the enclosure voids any eligibility for repairs or partial refunds.

6. Deposits

All deposits are non-refundable unless otherwise stated in writing prior to the start of the build. Deposit amounts go directly toward materials and design preparation.

7. Contact for Returns & Claims

To report an issue or request a return/refund evaluation:

📧 builds@sandiegoexoticenclosures.com

📞 (650) 338-6208

Include photos, your order details, and a clear explanation of the issue in your message.

We stand by the quality of our work and strive to deliver exceptional custom builds. This policy helps ensure transparency and fair treatment for both sides.