Animals & insects — no returns
All live animals and insects are final sale. We do not accept returns or exchanges under any circumstances once a specimen has been dispatched or handed over. Living animals are delicate, stress-sensitive creatures; returning them exposes them to biosecurity risk and welfare harm that we are not willing to subject them to.
Instead of returns, we stand behind every animal we send with ongoing aftercare:
- Live-delivery guarantee — if your animal arrives deceased, we replace it at no additional cost. You must photograph the unopened transport packaging and the animal and report to us within 24 hours of delivery. See our Shipping Policy for full conditions. This guarantee does not apply if the animal died due to handling after delivery.
- Aftercare support — free lifetime husbandry guidance for every animal purchased from us. Reach us on WhatsApp or email any time. Our Care Guides and consultation service are also available if you need hands-on help.
If you have concerns about your animal's health or behaviour, please contact us before taking any action — we are almost always able to help remotely.
Supply items — return & exchange eligibility
We accept returns on enclosures, equipment, and other non-living goods under the following conditions:
- Defective or damaged on arrival — report within 48 hours of delivery with photographic evidence. We will arrange a replacement or full refund at no cost to you, including return shipping.
- Wrong item dispatched — report within 48 hours. We will send the correct item and arrange collection of the wrong one at our cost.
- Unopened, unused items — may be returned within 7 days of delivery in original, undamaged packaging. Return shipping costs are borne by the buyer. A full refund is issued once we receive and inspect the item.
- Opened or used items — not eligible for return unless defective.
- Perishable consumables (feeder insects, live food cultures, etc.) — non-returnable once delivered.
- Sale items — items purchased on a discount/sale may not be eligible for return; this is identified to you at the point of purchase.
Once a returned item is received and inspected by us, we will email you to confirm receipt. If the return is approved after inspection, it is processed per our Refund & Cancellation Policy.
How to initiate a return
Contact us on WhatsApp at +91 99553 97683 or email admin@exotaria.com with your order reference and photographs where applicable. We will confirm eligibility and the next steps in writing.
