Refund policy
RETURN & REFUND POLICY
Last updated: October 4, 2026
We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.
To be eligible for a return, the item must be unused, undamaged, and in the same condition in which you received it, with all original components, accessories, and packaging included. You will also need your order number or other proof of purchase.
To request a return, please contact us first at:
support@myreptilerealm.com
Please do not send any product back before contacting us and receiving return instructions. Returns sent without prior authorization may not be accepted.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order when it arrives.
If your item arrives damaged, defective, or different from what you ordered, please contact us as soon as possible at:
support@myreptilerealm.com
Please include:
- Your order number
- A brief description of the issue
- Clear photos or video showing the product
- Clear photos of the outer packaging where relevant
Once we review the information, we will work with you on an appropriate solution, which may include a replacement, partial refund, or full refund depending on the circumstances.
For verified damaged, defective, or incorrect items, we will provide instructions for the next steps.
Please do not discard the product, packaging, accessories, or shipping materials until the issue has been reviewed and resolved.
CHANGE-OF-MIND RETURNS
If you wish to return an item because you changed your mind, ordered the wrong item, or no longer need it, the item must meet the return eligibility requirements described above.
For approved non-defective returns, return shipping costs are the responsibility of the customer.
Because some products may be fulfilled internationally, return shipping costs and return destinations may vary.
Please contact us before arranging any return shipment so that we can provide the correct return instructions and return address.
NON-RETURNABLE ITEMS
The following items cannot normally be returned unless they arrive damaged, defective, or incorrect:
- Custom-made or personalized products
- Products that have been used, installed, modified, or damaged after delivery
- Items missing original parts, accessories, or packaging
- Gift cards
If you are unsure whether your item is eligible for return, please contact us before sending it back.
EXCHANGES
We do not currently offer direct exchanges.
If you would like a different product, please request a return for the original item.
Once the return has been approved and processed, you may place a new order separately.
ORDER CANCELLATIONS AND CHANGES
If you need to cancel or change an order, please contact us as soon as possible at:
support@myreptilerealm.com
We will make reasonable efforts to accommodate your request.
However, once an order has entered processing or has shipped, we may no longer be able to cancel or modify it.
REFUNDS
Once we receive and inspect an approved return, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow up to 10 business days after approval for the refund to be processed.
Your bank, card issuer, PayPal, or other payment provider may require additional time before the funds appear in your account.
If more than 15 business days have passed since your refund was approved, please contact us at:
support@myreptilerealm.com
CONTACT US
If you have any questions about returns or refunds, please contact:
Reptile Realm
Email: support@myreptilerealm.com