Refund policy

Returns/Cancellations:

Due to the custom nature of our products, returns/cancellations are not authorized. An exception to policy may be made at the discretion of Kraken Reef® for certain unforeseen situations.

3D printed items and international orders are non-returnable/non-refundable.

Please Note: Due to Covid-19, all returned product are subject to a 2 day quarantine/waiting period before the returned product can be processed for a refund. We appreciate your understanding.

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. For us to approve your refund, the item must be returned in new and undamaged condition. In certain situations, we may be able to approve and process your return before we receive the item.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days that isn't up to us - it's your bank's decision and policy on how long that will take. If the item(s) is being returned/exchanged due to damage we may or may not require photos of the damage before approving a return/refund.

Late or missing refunds (if applicable): 

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

Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@krakenreef.com.

Exchanges (if applicable): 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@krakenreef.com

Shipping: 

Any damage MUST be reported to us within 24 hours of delivery receipt via email to info@krakenreef.com, please ensure you include the order number and any photos of the damage. This is to ensure that we're able to file a claim with the shipping carrier. Kraken Reef® will pay for the return shipping carrier cost, if the product is damaged or defective or if the wrong item(s) were sent to you, by sending you a prepaid shipping label with the carrier of our choice. Any exchange/return shipping that is a result of an error on the customer part will be the responsibility of the customer, to include original shipping charges paid by Kraken Reef®. Any damage reported after that timeframe may not be covered. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping may 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, you should consider using a trackable shipping service and/or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Restocking/Cancellation/Change Fee (if applicable): 

No restocking fees will be applied to exchanges or damaged/defective item(s) being returned. A fee of up to 40% (60% for items with added cutouts) of the retail value, before discounts, of the product being returned, cancelled or changed may be applied to cover resources (labor and/or material) used by Kraken Reef® in the generation of your order. Expedited Production fees are non-refundable on orders that have started production.