Return & Refund Policy

Thank you for shopping with RaptiVanta.

We want our return and refund process to be clear and straightforward. Please review this policy before submitting a return request. All returns are subject to the conditions below and any consumer rights that cannot be excluded under applicable law.

1. Return Eligibility

You may request a return within 30 days after the order is marked as delivered.

To qualify for a return, the product must:

  • Be unused, uninstalled, and in its original condition
  • Be free from dirt, animal waste, substrate, food residue, moisture, odors, hair, or other signs of use
  • Include its original packaging, manuals, accessories, parts, labels, and safety materials
  • Be returned in a condition suitable for inspection and resale
  • Include valid proof of purchase from RaptiVanta
  • Receive return authorization before being shipped back

The return request must be submitted within 30 days of delivery. Once return instructions are issued, the product must be shipped within 7 days unless otherwise stated in our instructions.

Products that do not meet these conditions may be refused or may qualify only for a partial refund when permitted by applicable law.

2. Products That Cannot Normally Be Returned

Unless the product arrived damaged, defective, materially different from the product ordered, or a return is otherwise required by law, the following products are not eligible for return:

  • Gift cards
  • Clearance or final-sale products
  • Customized or personalized products
  • Opened reptile food, supplements, treats, or consumable products
  • Opened substrate, bedding, sand, soil, moss, or similar habitat materials
  • Used feeding, watering, grooming, handling, or cleaning products
  • Products that have been placed inside an occupied reptile enclosure
  • Products contaminated by animals, insects, waste, chemicals, moisture, mold, or cleaning agents
  • Installed, altered, assembled, modified, cut, or damaged products
  • Products missing packaging, components, manuals, tags, or accessories
  • Products damaged through misuse, improper installation, unsuitable enclosure conditions, or failure to follow manufacturer instructions

These restrictions are necessary because certain reptile-care products may present hygiene, contamination, or animal-safety concerns after opening or use.

3. Return Authorization Process

Before returning a product, contact:

Email: daxjosckmopsv@gmail.com

Please include:

  • Your order number
  • The purchaser’s name
  • The product you wish to return
  • The reason for the return
  • Photographs or video when the product is damaged, defective, incomplete, or incorrect

If the return is eligible, we will provide return authorization and return instructions.

Do not send a product to an address shown on the original shipping label unless our customer support team specifically instructs you to do so. The original shipping location may not be the correct return facility.

Products returned without prior authorization, sent to an incorrect address, or returned using instructions not provided by RaptiVanta may be refused, delayed, or returned to the sender.

4. Return Shipping Costs

For returns based on a change of mind, accidental purchase, incompatibility, incorrect measurement, or another reason not caused by RaptiVanta, the customer is responsible for:

  • Return shipping costs
  • Packaging costs
  • Any carrier fees
  • Any applicable customs, duties, or import charges
  • The risk of loss or damage while the return is in transit

We recommend using a trackable shipping service and retaining the shipping receipt until the return has been completed.

RaptiVanta does not guarantee reimbursement for a return that is lost, damaged, misdirected, refused by the carrier, or shipped without following the provided instructions.

When a verified incorrect, defective, or damaged product was caused before delivery, RaptiVanta will determine an appropriate return or replacement arrangement based on the circumstances and applicable legal requirements.

5. Inspection and Refunds

Returned products are inspected after they arrive at the designated return location.

We will notify you whether the return has been approved, partially approved, or rejected.

A refund may be reduced or refused when:

  • The product shows signs of use, installation, contamination, wear, or damage
  • Parts, accessories, packaging, instructions, or labels are missing
  • The product was returned outside the permitted period
  • The product was damaged because it was inadequately packaged
  • The returned product does not match the product originally purchased
  • The return does not comply with this policy or the return instructions provided

When a refund is approved, it will normally be issued to the original payment method. Refund processing may take approximately 5–10 business days after approval. Additional processing time may be required by the customer’s bank, card issuer, payment provider, or financial institution.

RaptiVanta cannot control or guarantee the time required for a financial institution to post an approved refund.

6. Original Shipping Fees

Original shipping fees are generally non-refundable when a customer returns a product due to:

  • A change of mind
  • An accidental purchase
  • Ordering the wrong product or size
  • Product incompatibility
  • Refusal of delivery
  • An incorrect or incomplete delivery address
  • Failure to collect or accept the package

When the entire order cannot be shipped and must be cancelled by RaptiVanta, amounts paid for the unshipped order will be refunded as required by applicable law.

7. Damaged, Defective, Incorrect, or Incomplete Products

Inspect your order as soon as reasonably possible after delivery.

If a product arrives damaged, defective, incomplete, or different from the product ordered, contact us within 7 days after delivery.

Your message should include:

  • The order number
  • A description of the issue
  • Clear photographs of the product
  • Photographs of the shipping package and label
  • Photographs of damaged or missing components
  • Video evidence when reasonably necessary to demonstrate an operational defect

Please retain the product, packaging, manuals, labels, and all components while the claim is being reviewed.

Depending on the circumstances, product availability, evidence provided, and applicable law, an appropriate resolution may include:

  • Troubleshooting assistance
  • Replacement parts
  • Replacement of the affected product
  • A partial refund
  • A full refund
  • Return instructions

Submitting a claim does not automatically guarantee a particular resolution. Claims are reviewed individually based on the order records, available evidence, manufacturer information, and applicable legal requirements.

Damage caused after delivery by misuse, improper installation, unsuitable electrical supply, excessive heat or humidity, improper enclosure placement, animal activity, unauthorized modification, ordinary wear, or failure to follow product instructions is not considered a delivery defect.

8. Product Compatibility and Reptile Care

Customers are responsible for reviewing product descriptions, dimensions, materials, electrical requirements, temperature ranges, compatibility information, warnings, and manufacturer instructions before purchasing or using a product.

Reptile species may have different habitat, heating, lighting, humidity, feeding, and safety requirements. A product’s general description does not guarantee that it will be suitable for every species, animal, enclosure, or environment.

A product will not normally be considered defective solely because it:

  • Does not fit an enclosure that was not measured correctly
  • Is unsuitable for a particular reptile species
  • Does not produce the result expected under different environmental conditions
  • Is incompatible with another product, fixture, voltage, enclosure, or setup
  • Was selected without reviewing the listed dimensions or specifications

Information provided by RaptiVanta is general product information and is not veterinary, diagnostic, medical, or professional animal-care advice. Customers should consult a qualified veterinarian or experienced reptile-care professional regarding an animal’s individual health or husbandry requirements.

9. Exchanges and Replacements

RaptiVanta does not guarantee direct exchanges for change-of-mind returns.

Eligible exchanges or replacements may be offered for products that are verified as:

  • Damaged before or during delivery
  • Defective upon arrival
  • Incorrectly shipped
  • Missing essential components

Replacement availability is not guaranteed. When an appropriate replacement is unavailable, another remedy may be provided in accordance with this policy and applicable law.

10. Order Cancellations

Cancellation requests should be submitted as soon as possible after placing an order.

You may request cancellation within 12 hours of purchase. However, cancellation is not guaranteed because order processing or fulfillment may begin shortly after an order is received.

An order cannot normally be cancelled after it has:

  • Entered fulfillment
  • Been prepared for shipment
  • Received a shipping label
  • Been transferred to a carrier
  • Been shipped

When cancellation is no longer possible, the customer may request an eligible return after delivery in accordance with this policy.

An order is not considered cancelled until RaptiVanta confirms the cancellation by email.

11. Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate delivery address before submitting an order.

RaptiVanta does not guarantee that an address can be changed after an order has entered processing.

If a package is delayed, lost, returned, or delivered incorrectly because the customer provided an incorrect or incomplete address, the customer may be responsible for:

  • Additional shipping costs
  • Carrier correction fees
  • Return-to-sender charges
  • Reshipment costs
  • Other costs caused by the address error

If a returned package is received in acceptable condition, RaptiVanta may offer either:

  • Reshipment after the applicable shipping costs are paid
  • A refund of the eligible product price, excluding non-refundable shipping and related charges

12. Refused and Unclaimed Deliveries

A package that is refused, unclaimed, not collected, or returned because delivery could not be completed is not automatically treated as an approved return.

Any refund will be considered only after the package has been received and inspected at the appropriate return location.

Original shipping charges, return shipping charges, carrier fees, customs charges, and other costs associated with the failed delivery may be deducted from the refund when permitted by law.

13. Packages Marked as Delivered

If tracking shows that a package was delivered but you cannot locate it:

  • Check the delivery location carefully
  • Ask household members, neighbors, reception staff, or building management
  • Review any delivery photograph or carrier notice
  • Contact the shipping carrier
  • Allow a reasonable period in case the carrier marked the package as delivered early

After completing these steps, contact RaptiVanta with your order number and relevant carrier information.

We will provide reasonable assistance with the available shipping records. However, a carrier’s delivered status does not automatically establish that RaptiVanta caused the loss, and RaptiVanta cannot guarantee reimbursement or replacement for packages lost or stolen after confirmed delivery, except where required by applicable law.

14. International Returns

For international orders:

  • Customers are responsible for complying with local import and return requirements
  • Original customs duties, taxes, brokerage fees, and import charges are generally non-refundable
  • Customers are responsible for return shipping and return-related customs charges unless the return resulted from a verified error by RaptiVanta
  • RaptiVanta is not responsible for delays or charges caused by customs authorities

Do not return an international order without first receiving return instructions.

15. Chargebacks and Payment Disputes

Customers should contact RaptiVanta first so that we have a reasonable opportunity to review and resolve an order issue.

Submitting a payment dispute does not automatically cancel an order, create an approved return, or eliminate the requirement to return a product when a return is required.

RaptiVanta may provide relevant order records, shipping information, delivery confirmation, customer communications, and policy records to the payment provider when responding to a dispute.

Nothing in this section limits any payment-dispute rights that cannot legally be waived.

16. Policy Abuse and Fraudulent Claims

RaptiVanta reserves the right, to the extent permitted by law, to refuse a return, refund, replacement, or future transaction when there is reasonable evidence of:

  • Return fraud
  • An altered or substituted product
  • False damage or delivery claims
  • Repeated policy abuse
  • Unauthorized payment activity
  • Use of another person’s order or account information
  • Intentional damage or product misuse

We may request reasonable identity, order, payment, or delivery verification before completing certain requests.

17. Consumer Rights

This policy does not exclude, limit, or replace any consumer right or remedy that cannot legally be excluded or limited.

Where applicable law provides a customer with greater rights than those stated in this policy, the applicable legal requirement will control.

18. Contact Information

For return or refund questions, contact:

Store Name: RaptiVanta
Email: daxjosckmopsv@gmail.com
Website: reptivanta.com

Customer support generally responds within 1–2 business days, Monday through Friday, excluding public holidays. Response times may vary during periods of high inquiry volume.