Refund policy

Return and Refund Policy

This Return and Refund Policy explains how returns, refunds, replacements, and product issue requests are handled for Reptopia products.

Reptopia is operated by LINKEDALL PTY LTD, an Australian proprietary company registered in South Australia, trading as Reptopia.

Australian Company Number (ACN): 672 789 954
Australian Business Number (ABN): 91 672 789 954
Contact email: contact@reptopia.online

Consumer rights

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

Change-of-mind returns

We do not generally accept change-of-mind returns once an order has been fulfilled or shipped.

This includes situations where you changed your mind, found another product, selected the wrong item, no longer need the product, or decided the product is not suitable for your setup after purchase.

We may choose to accept a change-of-mind return at our discretion if the product is unused, unopened, complete, in its original packaging, and returned within 14 days of delivery. If approved, return shipping costs are the customer’s responsibility. Original shipping fees are not refundable for change-of-mind returns.

Animal-use, hygiene, and contamination

For animal safety, hygiene, and contamination-control reasons, we do not accept returns for products that have been used with animals, substrates, misting water, food, waste, biological material, cleaning chemicals, or other enclosure materials, unless required by applicable law.

Returned products must be clean, unused, complete, and in their original packaging unless the return relates to a fault, defect, shipping damage, incorrect item, or another issue covered by applicable law.

Damaged items

Please inspect your order as soon as it arrives.

If your product arrives damaged, especially if glass or packaging damage is visible, please contact us as soon as possible and preferably within 48 hours of delivery at contact@reptopia.online.

Please include:
- Your order number
- Photos of the outer packaging
- Photos of the shipping label
- Photos of the damaged product
- A brief description of the issue

This helps us assess the issue and raise any carrier claim promptly. Failure to contact us within 48 hours does not remove any rights you may have under applicable law, but it may make it harder to verify shipping damage.

Faulty or defective products

If you believe your product is faulty or defective, please contact us at contact@reptopia.online with your order number, photos or video of the issue, and a description of the problem.

We may ask you to complete reasonable troubleshooting steps so we can determine whether the issue is caused by a product fault, installation issue, misuse, incompatible equipment, environmental conditions, or another cause.

If the issue is confirmed, we will provide an appropriate remedy in accordance with applicable law. This may include troubleshooting support, replacement parts, repair, replacement, refund, or another suitable remedy.

Misuse, incorrect setup, and excluded issues

We are not responsible for issues caused by misuse, incorrect installation, unauthorised modification, physical damage after delivery, failure to follow product instructions, use with incompatible equipment, improper electrical setup, improper water or misting setup, normal wear and tear, or use outside the product’s intended purpose, unless required by applicable law.

Incorrect items

If you receive the wrong item, please contact us at contact@reptopia.online within 7 days of delivery with your order number and photos of the item received. We will review the issue and arrange a suitable solution.

Pre-order shipping delays

Estimated shipping dates for pre-order products are provided on the product page and in order communications.

If we cannot ship within the estimated timeframe, we will notify you and provide a revised estimated shipping date. If you do not agree to the revised timeline, you may cancel your pre-order and receive a refund of amounts paid for the unshipped product in accordance with applicable law.

Return approval

Please contact us before sending any product back. Products returned without prior approval may not be accepted.

If a return is approved, we will provide return instructions. Products must be packed securely to reduce the risk of damage in transit.

Refund timing

Approved refunds will be processed to the original payment method. Processing times may vary depending on your payment provider or bank.

Shipping fees

Original shipping fees and return shipping costs are generally non-refundable for change-of-mind returns.

Where a return is required because of our error, confirmed shipping damage, a confirmed product fault, incorrect item, failure to supply, or another issue covered by applicable law, shipping costs will be handled in accordance with applicable law.

How to request a return or refund

Please contact us at contact@reptopia.online with your order number and details of your request.