Refund policy

Last updated: October 29, 2026

This policy applies to purchases of reptile and terrarium supplies made directly from BaskLoft and delivered to the United States. We ship from Shanghai, China. Your rights under applicable consumer protection laws are not limited by this policy.

1. Contact us before sending a return

Email qianmu0331@gmail.com with your order number, the item concerned, and the reason for your request. For a damaged, incorrect, or faulty item, include photographs and a description if these can be provided safely. If you cannot locate your order number, include the email address used for the order so we can help find it. An unboxing video is helpful if you already have one, but is not a required condition for requesting assistance.

We will explain the available resolution and, where a physical return is appropriate, provide return instructions. Do not send products to the address on the outbound parcel or to our business address unless that location is expressly identified as the authorized return destination. Seeking return instructions does not remove any rights you have under applicable law.

2. Change-of-mind returns

You may request an eligible change-of-mind return within 7 calendar days after delivery. Approved change-of-mind returns are refunded as store credit, as described in section 5. This request window does not automatically exclude remedies for faulty, damaged, incorrectly supplied, or inaccurately described goods under applicable law.

Items marked "Sale" or "Final Sale" on the product page at the time of purchase are not eligible for change-of-mind returns. Problems covered by section 4 are still handled under section 4.

You may open the outer packaging to inspect the item. For an eligible change-of-mind return, the item must be unused and unwashed, and must not have come into contact with reptiles or their housing environment. Opening the outer packaging for inspection alone does not make the item ineligible for a return. Quality-related problems are handled separately under section 4.

An item that has only been temporarily assembled for inspection may qualify for a change-of-mind return if it can be disassembled without damage and shows no installation or use marks. Items that have been drilled, cut, glued, modified, or damaged during installation do not qualify for a voluntary change-of-mind return. Return all original accessories, instructions, labels, and original packaging supplied with the item. Normal opening of the outer packaging for inspection does not disqualify a return. Quality-related problems and other problems for which we are responsible are handled separately under section 4.

Once you have received both return approval and workable return instructions, hand the parcel to the designated carrier within 14 calendar days. The carrier's acceptance record determines when it was sent. The parcel does not have to reach Shanghai within those 14 days. This period does not begin while the return transport method remains unconfirmed.

3. Return location and costs

Designated return country: China.

Designated return address: Shanghai Qi'ai Road Fulfillment Warehouse, No. 180, Lane 168, Qi'ai Road, Pudong New Area, Shanghai 201210, China.

The warehouse has been selected as our return destination. Before sending a parcel, you must receive our approval and complete return instructions, including confirmation of the receiving contact and an accepted carrier and transport route.

The designated return location is in China, so a return from the United States requires international shipping. No U.S. return center is offered. Do not mail the product until we have confirmed that the product and parcel can be accepted and have provided instructions.

International postage from the United States to China is often high and may exceed the value of the item. We recommend checking the cost with your chosen carrier before deciding whether to proceed, and we can suggest suitable services on request. You may withdraw your return request at any time before sending the parcel.

For voluntary change-of-mind returns unrelated to a product-quality problem, you are responsible for the actual return shipping cost. Quality-related problems are handled separately under section 4. Use the approved traceable service and retain your dispatch receipt. We will explain any special packaging or customs requirements before you send the parcel; declarations must accurately describe its contents and value.

For eligible voluntary returns unrelated to a product-quality problem, we issue store credit equal to the price actually paid for the returned goods. The original outbound shipping charge is not refunded. We do not charge a restocking fee or a return-handling fee. The actual return shipping cost remains your responsibility as described above. Different treatment applies where we are responsible for the problem or a refund is otherwise required by law.

4. Incorrect, missing, damaged, or faulty products

Contact us as soon as you discover a problem. Tell us your order number, what arrived, and what appears wrong. Do not use or alter a product merely to create evidence.

If an incorrect, missing, damaged, or faulty product, or another problem for which we are responsible, is confirmed, you may choose a refund or a replacement. If a replacement cannot be provided, we will refund you. A refund covers the amount actually paid for the affected goods and the original outbound shipping charge attributable to those goods. We cover replacement shipping and any necessary, reasonable return shipping costs. We will explain any proposed partial remedy and seek your agreement; a replacement or store credit will not override your right to a refund.

Do not send a damaged or potentially restricted item before receiving instructions. A return is requested only where a lawful, safe, and workable transport route has been confirmed. If the product cannot be safely and lawfully returned, we may resolve the case with a refund or replacement without requiring a physical return. In most cases, clear photographs or a short video are enough, and you will not be asked to send the item back. We may ask for a return in individual cases, for example where the evidence is unclear; if so, we cover the necessary, reasonable return shipping cost as stated above. Selection of our Shanghai return warehouse does not itself confirm that the product can be shipped back from the United States.

The voluntary-return window and any product-specific conditions do not automatically bar claims about defects or a problem that could only be discovered after opening or inspection.

5. Refund review and payment

If a physical return is required, we complete our review within 5 business days after receiving the returned goods. If no physical return is required, we complete our review within 5 business days after receiving the complete after-sales information reasonably needed to assess your request. We will notify you of the outcome and the refund amount.

Refunds for problems under section 4, cancellations, and other refunds required by law are initiated to the original payment method within 5 business days after approval. Approved change-of-mind returns under section 2 are refunded as store credit, issued within 5 business days after approval to the email address used for the order, unless applicable law requires another refund method. Store credit does not expire and cannot be exchanged for cash, except where required by law. Any shorter deadline required by applicable law takes priority.

Apart from change-of-mind returns under section 2, we do not substitute store credit without your agreement. The time it takes for a refund to reach your account depends on your payment provider's processing times, which are separate from our refund-initiation deadline. If it does not appear after your provider's stated processing period, contact qianmu0331@gmail.com so we can trace it.

6. Cancellations and delivery problems

To request cancellation or an address change, contact us promptly. We will confirm whether the parcel has already been handed to the carrier; creating a shipping label alone does not mean an order has shipped. If an unshipped cancellation is accepted, we will confirm the refund rather than silently substitute store credit.

If we cannot dispatch within the stated period, we will contact you about the delay and explain the option to cancel for a prompt refund of the unshipped goods and associated charges. We will obtain the consent required for any extension and refund when consent is not obtained as required.

A parcel recorded as lost, damaged, refused, or delivered but not received is reviewed on its facts. Carrier compensation is not a substitute for our obligations to you, and we will not make all remedies depend indefinitely on a carrier investigation.

7. Exchanges

For a change of product, contact us first. We will explain whether an approved return followed by a separate order is available. Any replacement for an incorrect or faulty item is handled under section 4.

Questions: qianmu0331@gmail.com.