Refund & Cancellation Policy

Animal reservations

Because each animal is reserved specifically for you upon confirmation, cancellations are subject to the following:

• Token / deposit paid, order cancelled before delivery — 50% of the token/deposit amount is refunded to you. The remaining 50% covers our costs in holding, caring for, and preparing the animal for your reservation.
• Full amount paid, order cancelled before delivery — a cancellation fee of 10% of the total order value is deducted, and the remaining 90% is refunded.
• After delivery — no refunds or cancellations are offered once the animal has been delivered to you, except as covered by our live-delivery guarantee (see Shipping Policy).

Refunds are issued to the same account/UPI ID the original payment was made from, within 7 business days of the cancellation being confirmed in writing (WhatsApp or email).

Live-delivery guarantee

If your animal arrives dead, we replace it at no cost, subject to the conditions in our Shipping Policy(photograph of the unopened package and animal required, reported within 24 hours of delivery). This guarantee does not apply if the animal died due to unsafe handling after delivery.

Store orders (accessories, feed, care kits)

• Unopened, unused items in original packaging may be returned within 7 days of delivery for a full refund, minus return shipping costs.
• Perishable items (feed, live feeder insects, etc.) cannot be returned once delivered.
• Refunds for store orders are processed back to the original payment method via our payment processor (Paytm Payment Gateway) within 7 business days of the returned item being received and inspected.

Paid consultations

Paid care consultations may be cancelled and fully refunded if cancelled at least 24 hours before the scheduled time. Cancellations within 24 hours, or no-shows, are non-refundable.

How to request a cancellation or refund

Contact us on WhatsApp at +91 92880 69420 or email admin@exotaria.com with your order/reservation reference. We will confirm the applicable refund amount and timeline in writing.