Refund policy

Returns and Refunds Policy

At Fractal Zoo, we are committed to your satisfaction with our products. Please read our return and refund policy carefully to understand your options.

Returns for Damaged or Incorrect Items

We accept returns for damaged or incorrect items only. If you have received a product that is defective, damaged, or if you have received the wrong item, please follow these steps:

1. Inspect Your Order: Please carefully inspect your order upon receipt.
2. Contact Us: If you identify any issues, contact us immediately at info@fractalzoo.net with the following information:
   • A description of the problem
   • Clear pictures of the damaged or incorrect item(s)

We will evaluate the issue and work with you to make it right. Returns for damaged or incorrect items must be initiated within 30 days of receiving your order.

Custom-Made Items

Please note that our items are made to order and cannot be returned simply due to personal preference. We appreciate your understanding in this regard.

Exceptions / Non-Returnable Items

Certain items cannot be returned. These include:

• Perishable goods (e.g., food, flowers, or plants)
• Custom products (e.g., special orders or personalized items)
• Personal care goods (e.g., beauty products)
• Hazardous materials, flammable liquids, or gases

We also do not accept returns for sale items or gift cards.