Refund policy

Live animals

Because they're living animals, geckos can't be returned or exchanged for a change of mind once they've left our care. Every gecko is sent with our Live Arrival Guarantee (see our Shipping Policy).

Enclosures, kits and supplies

• Change of mind: you can return unused items in their original packaging within 7 days of delivery. The return delivery cost is paid by the customer. We refund the item price once we've received and checked the return.
• Items that can't be returned once opened, for hygiene and safety reasons: substrate, moss, food (Pangea), calcium and live isopods or springtails.
• Damaged or faulty items: if something arrives damaged or doesn't work (for example a heat mat), contact us within 7 days with photos. We'll replace it or refund you, including the delivery cost.
• Kits: if part of a kit is damaged or missing, we'll replace that part.

How refunds are paid

• Refunds go back to your original payment method within 7 business days after we approve them.
• Delivery costs are only refunded when the item was faulty, damaged or sent in error.

Cancelling an order

• Supplies, enclosures and kits: you can cancel for a full refund any time before the order is sent.
• Geckos: you can cancel before the gecko is sent.

Contact

Questions? Contact us on WhatsApp via our Contact page or email galaxygeckoszaa@gmail.com.