RETURNS & REFUNDS
Last Updated: October 14, 2026
This policy applies to merchandise and other non-live products purchased from Hellish Reptiles.
Live animals are governed separately by our Live Animal Shipping Policy and Live Arrival Guarantee.
1. RETURN WINDOW
Eligible merchandise may be returned within 14 days of delivery.
To qualify for a return, the item must be:
- Unused and in its original condition
- In its original packaging where applicable
- Accompanied by proof of purchase
2. NON-RETURNABLE ITEMS
For health, safety, and animal-welfare reasons, we generally cannot accept returns of:
- Live animals
- Opened food or feeder products
- Opened vitamins or supplements
- Used products that cannot reasonably be resold for sanitary reasons
- Personalized or custom-made items
- Items specifically marked Final Sale
This does not limit any rights or remedies required by applicable law.
3. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If merchandise arrives damaged, defective, or different from what you ordered, contact Hellish Reptiles promptly through our Contact page.
Please include your order number, a description of the problem, and photographs when relevant.
If the issue is confirmed, we may provide a replacement, refund, store credit, or another appropriate remedy.
4. STARTING A RETURN
Before sending an item back, contact Hellish Reptiles through our Contact page for return instructions.
Do not send products back without authorization.
Unauthorized returns may not be accepted.
5. RETURN SHIPPING
Unless the return results from an error by Hellish Reptiles or an item arriving damaged or defective, the customer is responsible for return shipping costs.
We recommend using a trackable shipping method.
6. REFUNDS
After an approved return is received and inspected, we will process the applicable refund to the original payment method.
Refund processing times may vary depending on the payment provider or financial institution.
Original shipping charges are generally non-refundable unless:
- The order was incorrect because of our error
- The item arrived damaged or defective
- Refund of shipping is otherwise required by law
7. EXCHANGES
If you would like to exchange an eligible item, contact us before returning it.
Exchanges depend on product availability. In some cases, the simplest option may be to return the eligible item for a refund and place a new order.
8. LIVE ANIMALS
Live animals cannot be returned under this merchandise return policy.
If a live animal arrives deceased or with an apparent serious shipping-related problem, follow the procedures in our Live Arrival Guarantee.
Do not ship a live animal back to Hellish Reptiles without our prior written authorization and specific shipping instructions.
9. ORDER CANCELLATIONS
If you need to cancel a merchandise order, contact us as soon as possible.
We cannot guarantee cancellation once an order has entered processing or has been shipped.
Live-animal cancellations may also be subject to the applicable terms governing live-animal purchases.
10. RELATED POLICIES
This policy should be read together with our:
Each policy applies to its respective subject matter.
11. CHANGES TO THIS POLICY
Hellish Reptiles may update this policy from time to time. The Last Updated date above identifies the current version.