Refund policy

Returns/Cancellations:

Due to the custom nature of our products, returns/exchanges/cancellations are not authorized. An exception to policy may be made at the sole discretion of Kraken Reef® for certain unforeseen situations. In those cases, the policies below will apply.

3D printed products are non-returnable/non-refundable.

Refunds (if applicable): 

Refunds issued to the original payment method will incur a 4% fee, as payment processing charges are non-refundable once an order is created, along with other minor costs related to order creation. If Shop Pay Installments are used as the payment method, additional payment processing fees may be assessed. Refunds returned as store credit to the account will not be charged any fee.

Discount/Coupon codes may only be applied at the time of payment. Any courtesy application after that time is at the discretion of Kraken Reef, and the fee schedule above will apply to any refunds issued.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned product. We will also notify you of the approval or rejection of your refund. For us to approve your refund, the product must be returned in new and undamaged condition.

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 product(s) is being returned/exchanged due to defect or 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 will only replace or exchange products if they are defective or damaged. Defective or damage must be reported within 24 hours of delivery. If you have received a defective or damaged product, send us an email at info@krakenreef.com. Please retain all original packing material until any claim can be submitted and finalized. Failure to do so may result in the item not being able to be replaced or exchanged. Any product that is exchanged must first be returned to Kraken Reef before a replacement will be shipped. It is the customer's responsibility to keep and/or supply any packaging material needed to return the product to Kraken Reef.

3D printed products are not eligible for exchange.

Shipping: 

It is the customers responsibility to verify and provide a proper shipping address and the customer is responsible for the package once the delivery has been completed to that location. If there are any errors, it is the customers responsibility to report them to Kraken Reef via email to info@krakenreef.com. A correction of shipping address is not processed and update until acknowledged by Kraken Reef. Shipping address changes may not be possible depending upon the payment method used (ie. PayPal). Once the order has shipped, no changes may be made. If any address modifications are made by parties other than Kraken Reef, the shipment may become uninsured, and Kraken Reef will no longer be liable for any loss or damage to the delivery. Any product returned to sender, the customer is responsible for any additional shipping fees/surcharges associated with that order. 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. Please retain ALL packaging material until the issue is resolved. 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 and sent in for exchange or if the wrong product(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 or customer request will be the responsibility of the customer, to include original actual shipping charges paid by Kraken Reef®. Any return shipping not associated with an exchange will be the responsibility of the customer. Any damage reported after that timeframe may not be covered. Shipping costs are non-refundable (actual shipping cost, not what you paid Kraken Reef for shipping). 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 a product, you should consider using a trackable shipping service and/or purchasing shipping insurance. We don’t guarantee that we will receive your returned product.

Restocking/Cancellation/Change Fee (if applicable): 

No restocking fees will be applied to exchanges of damaged/defective product(s) being returned. A fee of up to 75% 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.