Returns Policy
30 days from delivery — that is your window to request a return or exchange.
What you need to know
- Return window: 30 days from the delivery date.
- Eligible when items are defective, damaged, the wrong item or size was shipped, or significantly different from description.
- Items must be unused, unwashed, with original tags and, where possible, in original packaging.
- Provide clear, well‑lit photos of the issue, the size tag, and full front and back views.
- Reptilaw covers return shipping for our error; customers cover change‑of‑mind returns.
- No restocking fee. Original shipping is refunded only when Reptilaw is at fault.
- Refunds are processed 5-7 business days after the item is received and inspected, with bank posting in 5-10 business days.
- Support replies within 1-2 business days with next steps.
Return window
Return requests must be initiated within 30 days of the delivery date.
Requests beyond 30 days are not eligible. Please submit your request as soon as you decide a return or exchange is needed.
Eligible reasons
- Defective or damaged on arrival
- Wrong item received or wrong size shipped
- Significantly different from the product description or images
For size/fit preference changes where the correct size was shipped, please see the change‑of‑mind guidance below.
Item condition requirements
- Unused and unwashed
- All original tags attached
- In original packaging where reasonably possible
- No stains, odors, pet hair, or signs of wear
What we cannot accept
- Used, worn, washed, altered, or damaged by the customer
- Items missing original tags
- Returns with excessive wear or contamination
- Minor cosmetic variances such as slight color differences due to lighting or screen settings are not considered defects
Photo and proof requirements
- Clear, well‑lit photos of the specific issue or defect
- A photo of the garment’s size tag
- Full front and back photos of the item
- Your order number and a brief description of the problem
How to request a return or exchange
- Email [email protected] within 30 days of delivery with your order number in the subject line.
- In the email, share: your reason for return, required photos, and your preferred resolution (refund or exchange).
- Wait for our reply (typically within 1-2 business days). If approved, we will send written instructions and an RMA reference.
- Pack the item securely with all tags and any packaging you still have.
- For change‑of‑mind returns, arrange a trackable shipping method and share the tracking number with us by email.
- We will confirm receipt and inspection, then complete your refund or exchange as approved.
Return shipping responsibility and refunds
| Scenario | Who pays return shipping | Original shipping fee refunded? | Outcome |
|---|---|---|---|
| Our error (defective, damaged, wrong item/size shipped, or significantly different from description) | Reptilaw | Yes | Refund or exchange, per your choice and stock availability |
| Change of mind (fit preference, style/color change, ordered the wrong size) | Customer | No | Refund to original payment method once inspected |
There is no restocking fee. Refunds are processed 5-7 business days after the item is received and inspected, and may take an additional 5-10 business days to appear on your statement, depending on your bank or card issuer.
Exchanges
Exchanges for size or color are available on in‑stock items. If the preferred item is unavailable at the time of approval, we will process a refund. To secure a fast swap, you may place a new order for the desired item and return the original following this policy.
Approvals and communication timelines
- Approval is sent by email with clear return instructions and your RMA reference.
- Support response time: 1-2 business days from your message.
- Inspection and refund processing: 5-7 business days after return delivery to us.
- Bank or card posting time: 5-10 business days after we issue the refund.
Need help?
Email: [email protected]
Mailing address: 18869 Wildflower Way, Lake Villa, Illinois 60046