RETURN & REFUND POLICY

Last updated: September 2026

At Animals Realm, we want you to be happy with your purchase. If you have a problem with an order, please contact us at info@animalsrealm.com.

Order Cancellations

If you need to cancel or change an order, please contact us within 24 hours of placing your order.

We will do our best to accommodate cancellation requests received within this period. However, if your order has already entered processing or has been dispatched, we may be unable to cancel it.

This 24-hour cancellation policy does not affect any statutory rights you may have, including the right of withdrawal available to eligible consumers in the European Union.

14-Day Right of Withdrawal for EU Consumers

If you are a consumer located in the European Union, you generally have the right to withdraw from an eligible online purchase within 14 days of receiving the goods, without giving a reason. Eur-Lex

To exercise your right of withdrawal, email us at info@animalsrealm.com with a clear statement that you wish to withdraw from your purchase.

Please include:

• Your name
• Your order number
• The product or products you wish to return

The withdrawal period expires 14 days after the day on which you, or a person designated by you other than the carrier, receives the goods.

If multiple goods from one order are delivered separately, the withdrawal period begins when the final item is received. Eur-Lex

After notifying us that you wish to withdraw, you must return the goods without undue delay and no later than 14 days after notifying us of your decision.

Return Conditions

Returned products should be sent back in a condition consistent with reasonable inspection.

You may inspect and handle an item only to the extent reasonably necessary to establish its nature, characteristics and functioning, similar to how you would inspect a product in a physical store.

You may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary.

Exceptions to the Right of Withdrawal

Where permitted by applicable law, certain products may not qualify for change-of-mind returns.

These may include:

• Goods made to your specifications or clearly personalized
• Sealed goods that are unsuitable for return for health or hygiene reasons after the seal has been opened
• Other products specifically excluded from the statutory right of withdrawal under applicable law

The EU Consumer Rights Directive provides specific exceptions to the standard right of withdrawal, including personalized goods and certain unsealed hygiene-sensitive goods. Eur-Lex

Return Shipping

Unless the item is faulty, damaged, incorrect, or we have agreed otherwise, the customer is responsible for the direct cost of returning the goods.

Please contact us at info@animalsrealm.com before returning any product so we can provide the appropriate return instructions and return address.

We recommend using a tracked shipping service and retaining proof of postage.

Refunds

Once a valid withdrawal has been exercised, we will reimburse payments due under applicable law.

For eligible EU withdrawals, this includes the cost of the least expensive standard delivery method offered for the original purchase.

If you selected a more expensive shipping method, such as express or premium delivery, the additional delivery charge does not have to be refunded.

Refunds will normally be made using the same payment method used for the original transaction unless otherwise expressly agreed.

Where legally permitted, we may withhold reimbursement until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.

Damaged, Defective or Incorrect Items

Please inspect your order after delivery.

If you receive an item that is damaged, defective, incorrect, or materially different from what you ordered, contact us as soon as possible at info@animalsrealm.com.

Please provide:

• Your order number
• A description of the problem
• Photographs of the product and packaging where appropriate

We will review the issue and provide an appropriate solution in accordance with applicable consumer law.

Legal Guarantee for EU Consumers

Consumers in the European Union benefit from a minimum two-year legal guarantee of conformity for goods.

If a product is faulty or does not conform to what was advertised, you may be entitled, depending on the circumstances, to repair, replacement, a price reduction, or a refund. European Commission

This legal guarantee is separate from the 14-day change-of-mind withdrawal right.

Nothing in this policy limits your mandatory statutory consumer rights.

Exchanges

If you would like a different size, colour, variant or product, contact us at info@animalsrealm.com.

Depending on the circumstances, the simplest solution may be to return the eligible product and place a new order.

Contact

For questions regarding cancellations, returns or refunds:

Animals Realm
Operated by SC World Of Realms S.R.L.
Abrud, Nr. 105, Bloc 126, Ap. 17
310274 Arad, Arad
Romania

Email: info@animalsrealm.com