Return policy
Returns & Exchanges :
At Oasis Animalia, we do our best to ensure that our product descriptions are as detailed as possible so that you have no surprises when you receive our products.
We want our customers to know exactly what they are ordering.
Our policy lasts 30 days. If more than 30 days have gone by since your purchase, unfortunately, we can't offer you a refund or exchange.
Order Cancellation Policy:
In order to be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
If you wish to cancel your order for any reason, please email us at contact.oasisanimalia@gmail.com as soon as possible. To complete your return, we require a receipt or proof of purchase. No order cancellation requests can be considered if your order has already been processed.
Address Error:
It is your responsibility to verify the accuracy of this address and to contact us promptly to specify any modifications. Address modifications can only be made if your order has not yet been processed.
We cannot be held responsible for incorrect shipping information. We are also not responsible for refused or undeliverable orders (inaccessible addresses, incomplete addresses, etc.).
In these cases, these packages may be returned to us, but not always.
If your order is returned to the sender, we will offer you a refund for your order minus the shipping costs, or we can offer you a reshipment, based on your choice.
You are not eligible for a reshipment or refund of your order until your package has been received by the sender.
Delayed or Missing Refunds (if applicable)
If you haven't received a refund yet, first check your bank account.
Then contact your credit card company, as it may take some time for your refund to be officially displayed.
Next, contact your bank. The posting of a refund is often preceded by a processing time.
If you have completed all these steps and still haven't received your refund, contact us at the following address: contact.oasisanimalia@gmail.com.
Sale or Promotional Items (if applicable)
Only regular priced items can be refunded. Unfortunately, sale or promotional items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged upon receipt. If you need to exchange it for the same item, send us an email at contact.oasisanimalia@gmail.com and send your item to: Rue du Vuache 9, Geneva, Geneva, 1201, Switzerland.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of the returned item. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn't marked as a gift when purchased, or if the gift giver had the order shipped to themselves to give to you later, we will send the refund to the gift giver and they will be aware that you returned the item.
Shipping
To return your product, you should mail it to: Rue du Vuache 9, 1201 Geneva, Switzerland.
The shipping costs associated with returning your item are your responsibility. They are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over 75 €, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.