FAQs

Coastal Habitat – Shipping, Cancellations & Refund Policy

Welcome to Coastal Habitat! We're committed to giving you a seamless shopping experience and transparent policies.Please read the following terms and conditions carefully before placing your order. By making a purchase on our website, you agree to abide by these policies.

1. Order Processing & Shipping

• Order Processing: Orders are typically processed within 1-2  business days (Monday to Friday, excluding public holidays). It takes about 7-10 days to deliver post dispatch.
• Shipping Confirmation: Once your order is processed and dispatched, you'll receive a shipping confirmation email containing a tracking link. Please allow up to 24 hours for the tracking status to accurately update.
• Delivery Estimates: We partner with reliable courier companies and/or Speed Post to ensure timely delivery. While we aim for your order to reach you within the estimated time mentioned in your order confirmation, please note that delivery times are estimates.
• Address Accessibility: If the delivery address isn't easily accessible, the delivery time might exceed our initial estimate. To confirm delivery details, we may contact you via the email or phone number you provided.

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2. Customer Responsibility for Accurate Information

It is the customers sole responsibility to ensure all shipping information provided at the time of purchase is accurate and complete. This includes:

• Full Name
• Complete and Correct Shipping Address (including house number, street, locality, city, state, and correct pincode)
• Valid and Accessible Phone Number
• Correct Email Address

Coastal Habitat won't be liable for non-delivery or delays resulting from incorrect or incomplete information you've provided.

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3. Delivery Delays and Unforeseen Circumstances

• Courier Delays: Coastal Habitat isn't liable for any delays in delivery caused by the courier company, Speed Post, or factors beyond our reasonable control (e.g., unforeseen transit issues, local delivery constraints).
• Uncontrollable Events (Force Majeure): In the rare event that delivery isn't possible for reasons entirely outside of Coastal Habitat's control—including, but not limited to, poor courier services in your area, inaccessibility of the delivery location, or force majeure events (such as natural disasters, strikes, war, acts of terrorism, or other events beyond our reasonable control)—we'll inform you of the inability to deliver and cancel your order. A full refundwill then be processed.

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4. What if I Receive Only a Part of My Order?

We strive to ensure every order is accurately picked and packed. However, if you receive an incomplete order, please follow these steps:

1. Contact Us Promptly: Please email us at help@coastalhabitat.co with details of the missing product(s) within 7 days of receiving your order. Include your order number in the subject line.
2. Provide Unboxing Video Proof (Mandatory): To help us investigate and resolve this quickly and accurately, it's mandatory to provide a continuous, unedited unboxing video of the package. This video must clearly show:
   • The package in its original, unopened condition from all angles.
   • The complete unsealing process.
   • The contents of the package being fully removed and displayed.
   • The shipping label clearly visible at the beginning of the video.
   • The video should be continuous, unedited, and shot in good lighting. Coastal Habitat won't be able to process claims for missing products if a clear and continuous unboxing video isn't provided. This policy helps us protect both you and our business from potential discrepancies.
3. Our Investigation & Resolution: Upon receiving your email and the required unboxing video, our team will investigate. If a discrepancy is confirmed, we'll either dispatch the missing product(s) to you at no additional cost or offer a refund for the value of the missing product(s) if restocking or dispatching isn't feasible.

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5. Order Cancellation Policy

• Before Shipment: You may request to cancel your order only if it hasn't been shipped yet from our warehouse. To do so, please email your cancellation request to help@coastalhabitat.co as soon as possible. We'll verify your order status and confirm if cancellation is possible.
• Customized Products: Please note that cancellations aren't applicable for customized products once the order has been placed and confirmed. Production of customized items begins promptly to ensure timely delivery, so these orders can't be stopped or altered once initiated.
• Once Shipped: Unfortunately, we can't accommodate cancellation requests once your order has been dispatched from our facility and is with the courier for delivery. At this point, the order is considered final.

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6. Refunds for Canceled Orders & Damaged Products

• Refund Method: If your order is successfully canceled before shipment, or if you receive a product that's damaged during transit or is defective, the refund will be issued directly back to your original payment method (credit/debit card or net-banking).
• Processing Time: Refunds are typically processed within 7-12 business days from the date of cancellation confirmation or acknowledgment of the damaged product.
• Bank Processing: While we process your refund promptly from our end, the actual crediting of funds to your account depends on your bank or credit card issuer. We have no control over delays that may occur from the bank's side once the refund has been initiated by us. We recommend contacting your bank directly if you experience further delays after the 12 business days.

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7. Refund Policy – Returns & Refusals

• No Refunds for Non-Damaged Orders: We don't offer refunds or exchanges for products that you receive in good condition and that match the product description on our website. We encourage you to carefully review product details, dimensions, and images before making a purchase.
• Damaged Goods Received: In the unlikely event that you receive a product damaged during transit or that's defective, we're here to help. To initiate a claim for a damaged product, you must:
  1. Notify Us: Email us at help@coastalhabitat.co with details of the damage within 7 days of receiving your order. Please include your order number and clear photographs of the damaged item(s) and the packaging.
  2. Provide Unboxing Video Proof (Mandatory): As stated in Section 4, it's mandatory to provide a continuous, unedited unboxing video that clearly shows the package in its original, unopened condition, the unsealing process, and the damage to the product. Coastal Habitat won't be able to process claims for damaged products if a clear and continuous unboxing video isn't provided.
  3. Resolution for Damaged Goods: Upon successful verification of the damage through your provided video proof and our internal assessment, we'll offer one of the following resolutions, at our discretion: a replacement for the damaged product (subject to availability) or a full refund for the damaged item(s) if a replacement isn't feasible.
• Incorrect/Incomplete Information leading to Non-Delivery: If an order can't be delivered due to incorrect or incomplete information you've provided (e.g., wrong pincode, incomplete address, invalid phone number) and is returned to us by the courier:
  • The original shipping charges won't be refunded.
  • An additional amount for return shipping charges incurred by Coastal Habitat will be deducted from your product refund.
  • The refund for the product will be processed only after the product is successfully received back at our facility and inspected.
• Refusal of Delivery: If you refuse to accept delivery of a shipped order for reasons other than verifiable damage during transit, the order will be treated as a return. In such cases:
  • The original shipping charges won't be refunded.
  • An additional amount for return shipping charges incurred by Coastal Habitat will be deducted from your product refund.
  • The refund for the product will only be processed once the item is successfully received back at our warehouse and inspected.
• Requesting Delivery to a New Address (for previously undeliverable orders): If an order couldn't be delivered due to incorrect customer-provided information and you wish to have the product delivered to a new address, a completely new order must be placed through our website. The previous order will be processed as a return as per the policy above.