Refund policy

Refund Policy

Last Updated: May 18, 2026

1. Return Eligibility & Pet Hygiene 

• Return Eligibility & Hygiene Standards

  We maintain a 14-day return request policy, meaning you may request a return within 14 days after receiving your item.

  Due to the biological safety and hygiene standards associated with reptile husbandry and animal habitat products, returned items must be unused, in original condition, and must not have been placed inside any animal enclosure or exposed to pets, feeder insects, moisture, substrate, or biological contaminants.

  Because cement and porous habitat materials may absorb contaminants, odors, moisture, or biological residue, products that have been used, tested, installed, or removed from their original protective packaging may not be eligible for return, refund, or exchange.

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2. Artisanal Nature & Variations

• Please note that all of our products are individually handcrafted from cement-based materials. Due to the nature of the material, curing process, and our signature “Xeno-organic” aesthetic, each piece may feature unique textures, tonal variations, surface details, and naturally occurring air pockets.

  These characteristics are inherent to handcrafted and small-batch production processes and are considered part of the artistic and material nature of the product. Such variations are not generally considered defects and do not typically qualify as grounds for return, refund, or exchange.

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3. Damages and International Shipping Issues 

• Please inspect your order upon delivery.

  Due to the handcrafted nature of our products and international transit from Taiwan, if your order arrives damaged, defective, or incorrect, please contact us at hello@cosmicabyssstudio.com within 48 hours of delivery.

  To help us evaluate shipping-related claims, customers should provide clear photographs and, where reasonably possible, an unboxing video showing the condition of the package and item upon arrival.

  Requests submitted beyond the 48-hour reporting period may not be eligible for replacement, refund, or shipping-related claims, as we may be unable to verify whether the issue occurred during transit or after delivery.

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4. Returns Process & Shipping Costs 

• To request a return, please contact us first at hello@cosmicabyssstudio.com.

  Unless the item arrives damaged, defective, or incorrect upon delivery, customers are responsible for all return shipping costs, customs duties, taxes, and associated return fees.

  Approved return shipments must be sent to the designated Taiwan return address provided during the return authorization process.

  Items returned without prior authorization may be refused or returned to sender.

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5. Exemptions & Refunds

• Non-Returnable Items & Refund Processing

  Custom products (including special orders and personalized items), sale items, clearance items, and gift cards are generally not eligible for return, refund, or exchange.

  Once a return is approved and processed, refunds will be automatically issued to your original payment method within approximately 10 business days. Please note that financial institutions and payment providers may require additional processing time before the refunded amount appears in your account.