Returns Policy

 

Thank you for shopping with The Wildlife Library.

 

Items purchased from our online store can be returned within 28 days of purchase if faulty, defective, in poor condition or have been delivered in error.  If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

 

To be eligible for a return, your item/s must be unopened and/or unused and in the same condition that you received it. It must also be in the original packaging.

 

To complete your return, we will need to verify the original purchase and may request proof of purchase.

Please do not send your purchase back to the manufacturer.

Please note, this policy does not apply to items purchased in-store.

 

DISCREPANCIES

Discrepancies (shortages in your delivery or items received that were not ordered, for example) must be reported to The Wildlife Library within 24 hours by emailing creationwildlife.twl@gmail.com

 

DAMAGES

We endeavour to pack and seal all packages securely. If you receive any packages that appear to have been tampered with in transit, please contact our customer service team immediately.

Damaged contents which come to your attention at the point of delivery must be signed for as 'Damaged' and TheWildlifeLibrary will be notified immediately.

Photographic evidence may be requested for any damages at the time of notification. Please email creationwildlife.twl@gmail.com

 

DAMAGED PACKAGES

Broken, tampered or damaged packages must be notified to the carrier on delivery. Sign as "damaged" etc. and notify our customer service team immediately.

 

DAMAGED ITEMS

Must be notified to the TheWildlifeLibrary within 24 hours from receipt of goods. Photographic evidence may be required.

 

MISSING CONTENTS

Must be notified to the TheWildlifeLibrary within 24 hours from receipt of goods. Late claims will be treated as invalid. All items are packed and securely taped to stop tampering.

 

NON-DAMAGED ITEMS

We cannot exchange or refund goods bought by customers in error. The Wildlife Library does not operate on a sale or return basis without prior agreement

Please select goods carefully, as we will only accept returns on goods that are faulty.

All faulty goods must be reported and returned within 28 days without exception and must be accompanied by proof of purchase in original packaging.

 

REFUNDS (IF APPLICABLE)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.  We will also notify you of the approval or rejection of your refund.

If approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment or to your customer account, within five working days.

 

LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven’t received a refund yet, first check your bank account again.

Then contact your bank or card company, it may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund please contact us at creationwildlife.twl@gmail.com.

 

EXCHANGES (IF APPLICABLE)

We only replace items if they are defective or damaged in transit.  If you need to exchange it for the same item, send us an email to creationwildlife.twl@gmail.com and follow instructions provided.

If eligible to exchange products, the time it may take for your exchanged product to reach you, may vary dependent on delivery location.

 

RETURNING ITEMS

Please do not ship/return any items back to us without contacting:

creationwildlife.twl@gmail.com

 

Once your return is approved, unless otherwise agreed, we will provide you with a returns label to affix to the package. Our logistics provider will then collect the package from your chosen location and return to The Wildlife Library for inspection.