Last Updated: September 1, 2025
We understand that unexpected changes happen, and we aim to make the return or cancellation process as smooth as possible. Please read the following Returns & Cancellations Policy before placing your order.
1. Order Cancellations
- Orders may be canceled within 24 hours of purchase for a full refund.
- After 24 hours, custom builds and material procurement may begin — cancellations after this window will incur a 15% restocking or administrative fee.
2. Non-Returnable Items
Due to the nature of our products, the following items are not eligible for return:
- Custom-built enclosures
- Live animals or feeders
- Opened or used substrates, décor, or lighting
3. Return Eligibility (Non-Custom Items)
You may return eligible, unopened, unused products within 7 days of delivery, subject to the following:
- Items must be in original packaging and unused condition
- Buyer is responsible for return shipping costs
- A 10% restocking fee may apply
4. Return Process
To initiate a return:
- Contact us at [support email] with your order number and reason for return
- Wait for approval and shipping instructions
- Once we receive and inspect the item, a refund (minus fees) will be issued to the original payment method
5. Damaged or Defective Items
If an item arrives damaged or defective, contact us within 24 hours of delivery with photos. We will assess the situation and offer a replacement or refund.
We reserve the right to refuse any returns that do not comply with the policy above. For any clarification or questions, please don’t hesitate to reach out before placing your order.
San Diego Exotic Enclosures 