Cancellation policy

Purchase options, Subscriptions, Reptiles Expert Price Match, and Cancellation Policy
Faunalux Ltd

Pre-orders
When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product not yet in our inventory. We collect full payment at checkout, but the item will NOT be fulfilled and shipped until it is in stock.

You can cancel a pre-order that has not yet been fulfilled.

If the order has been fulfilled, then you can't cancel the order, but you can request a full or partial refund. See our refund policy for more details on returns and refunds.

Reptiles Expert Price Match
If you as a customer have purchased one or more of the following products:
HI-End LED UVA Lamp 20W (SKU 1260)
HI-End LED UVA Lamp 30W (SKU 1265)
HI-End LED UVA Lamp 35W (SKU 1270)

From the retailer at the following website:
https://www.reptilesexpert.com/

Faunalux Ltd will match the price you paid for the equivalent wattage TrueChroma Spot LED(s) providing all the following criteria is met:
(1)- You write to the retailer by email using the template provided below and request a refund for your item(s).
(2)- You send your item(s) back to the retailer as per their terms.
(3)- You provide clear evidence of completing (1) and (2), as well as proof of your refund to info@fauna-lux.com.
(4)- You send your full name, delivery address, and contact phone number to info@fauna-lux.com (see Privacy Policy)

Faunalux Ltd will then respond to you within 10 working days to confirm if you are eligible for the price match. If you are eligible, you will be provided with a unique discount code or unique purchase link to complete your purchase.

Template Email:

To: info@reptilesexpert.com
Subject: Return Request and Refund Request

"Dear sirs,
I wish to return my purchase for
[INSERT ITEMS HERE]
And to receive a full refund as per European Consumer Rights. The products do not meet my standards.
Please provide details of how to initiate this return and how long it will take to get my refund"

Normal orders
When you purchase an item from our store, we collect full payment at checkout, and the item will take up to 3 Working Days to be fulfilled.

You can cancel an order that has not yet been fulfilled.

If the order has been fulfilled, then you can't cancel the order, but you can request a full or partial refund. See our refund policy for more details on returns and refunds.