Refund policy

30-Day Return Guarantee

We want you and your reptile to love every Terranook product. If you're not satisfied, you may return unused items within 30 days of delivery for a full refund of the product price.

Return Conditions

Items must be unused and in original packaging. Consumable products (calcium powder, supplements) must be unopened. Return shipping costs are the responsibility of the customer.

How to Start a Return

Email us at ee13091390205@163.com with your order number and reason for return. We'll respond within 24 hours with return instructions.

Damaged or Defective Items

If your item arrives damaged or defective, contact us within 7 days of delivery with photos. We will send a free replacement or issue a full refund immediately — no need to return the damaged item.

Refund Processing

Refunds are issued to your original payment method within 5-7 business days after we confirm your return.

Wrong Item Received

If we sent you the wrong item, we'll ship the correct one at no cost to you and you may keep or donate the incorrect item.