Habitat equipment either does the job or it does not, and you usually find out in the first week. You have 10 days from delivery to return an order to Tavora Courtyard, and a 48-hour fast lane if the item arrived damaged or dead on arrival.
The window
Start a return within 10 days of the delivery date. After that the window closes, except for items that were faulty on arrival — those are covered below whenever you report them, provided you report inside the 48-hour rule.
What we can accept back
Unused items in their original packaging with tags and the invoice. For heat mats and emitters that means never powered up; for thermostats and dimmers, the box seals unbroken. Anything that has been wired into a tank has been used, and we cannot resell it.
What we cannot accept back
- Heaters, emitters, bulbs or controllers that have been powered on.
- Substrate, moss and driftwood once the bag or wrap is opened, for hygiene reasons.
- Clearance stock and gift cards.
Every one of those exceptions falls away if the item arrived damaged or defective.
Damaged, defective, wrong or missing on arrival
Record a video as you open the parcel and send it to us within 48 hours of delivery if the glass is cracked, a bulb is broken, an emitter does not warm, a controller does not power up, or something is missing. That clip is the only evidence we need. We arrange a free replacement or a full refund immediately, and you pay nothing towards return shipping.
Starting a return
Email [email protected] with your order number and one line on what went wrong, from the address you ordered with. A person replies, usually within one working day, and arranges the collection or the replacement.
Who pays return postage
If the fault is ours — damaged, defective, wrong item, missing item — we cover the return entirely. If you changed your mind, you arrange and pay the return journey, and we tell you exactly where to send it before you post anything.
How the refund is issued
Once the item is back and checked, approved refunds are processed within 7 business days. UPI payments return to the same UPI account; Cash on Delivery orders are refunded by bank transfer once you share your account details. We email you as the refund leaves us.
Exchanges
Bought a 8W mat when the tank needed 16W? Say so in the same email and we swap it rather than refund, subject to stock. Price differences are invoiced or refunded either way.
Not shipped yet?
Then you want the Cancellation Policy instead — cancelling before dispatch is free and the money is back with you in 5 to 7 business days.