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Refund & Cancellation


We accept order cancellation up until 2 hours after the order is made and the confirmation mail is sent. If the order is canceled you will get a full refund. We cannot cancel the order if the product is already shipped out. 

Refund Policy: 

If the product that you received is defective, damaged, not as described, we will gladly accept items refund within 7 days. We will require a photo of the damaged, defected item. We will not issue refunds or items confiscated by your local Customs. 

 It is the BUYERS responsibility to check with their local Customs office to make sure they are buying a product that does not violate laws. If Customs should confiscate or return a package to us, the BUYER is responsible for all shipping charges to and from us. Critters are not responsible for tor confiscated goods or undelivered goods. 

If you want to cancel or refund we will need: 

  • Name
  • Order number
  • Reason for return
  • Proof of fault

For any questions, please contact us via the chat icon in the bottom right corner of the website or write us team@trenozlab.com