Refund & Returns Policy

Effective Date: 16th of July, 2026

Our Promise to You

Thank you for showing your support and shopping at GREENMAXXING. We take great pride in the artisanal quality of our work, and we want you to feel confident and excited about your purchase. We understand that ordering custom-made or delicate items requires trust, and we are committed to being transparent about how we handle returns and refunds to ensure your experience remains as serene as the products we design.

By purchasing our product, we hope you will agree with our refund and returns policy below:

1 – GREENIMALS

Returns & Manufacturing Defects

All product packaging is intended solely for the protection of your items during transit and is not considered a part of the product itself. While we take great care to ensure your order is securely packed, we are not responsible for cosmetic damage to external shipping containers or packaging materials that occurs during transit, provided the product inside remains in good, functional condition.
All claims for manufacturing defects must be made within 3 days of receiving your order. This includes cases where the moss arrives in a yellow or brown condition.
Natural wear, damage to the moss resulting from improper care, or neglect after delivery are excluded from this return policy.
Minor dimensional tolerances are normal in 3D printing, and some pieces may fit tightly or loosely during assembly.

Important Care Requirements

Your package contains live Leucobryum Moss.
To ensure the health of the live components, please unpack and assemble your terrarium within 24–48 hours of receipt.

2 – Custom Pet Models

Overview

Due to the highly personalised and custom nature of our products, they cannot be resold. Therefore, we cannot accept returns or exchanges for any order once production has begun. All sales are final.

We have established the following refund conditions based on the order progress:

Within 24 Hours of Payment: If you need to cancel your order, you can request a 100% refund within 24 hours of successful payment.
After 24 Hours (Before 3D Printing Starts): If you cancel after the initial 24-hour window, but before we have started the 3D printing process, you will receive a 40% refund of the total purchase price. This partial refund is to compensate for the significant professional modelling labor already underway.
After 3D Printing or Colouring Has Started: We regret that once the 3D printing or hand-colouring process has officially commenced, no refunds can be issued.

Damaged on Arrival or Missing Pieces

While we package our custom models with extreme care, we understand that shipping fragile items can sometimes result in transit damage.

If your package arrives damaged during transit, or if your order is missing components, you must contact us (greenmaxxingstudio@gmail.com) within 24 hours of delivery. To initiate a review, please provide:

High-quality photographs of the outer shipping box showing any damage.
High-quality photographs of the damaged custom model or components.
A brief description of the missing pieces or structural damage.

Upon verifying the shipping damage or packing error, we will assess the extent of the damage. At our sole discretion, we will decide whether to issue an appropriate partial refund or completely remake and ship a new model to you.

3 – Refund Processing & General Policies

Refund Processing

Once an approved refund is processed (within our 24-hour window), a credit will automatically be applied to your original method of payment (Paypal, credit/debit card etc.). Please note that banks and payment gateways can take a few business days to officially post the transaction to your account.

Late or Missing Refunds

If you haven’t received an approved refund yet:

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

First, check your bank account or payment app balance again.
Next, contact your credit card company or digital wallet provider; 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 yet, please contact us at greenmaxxingstudio@gmail.com

Exchanges

Custom Pet Models: We do not offer standard exchanges. We only replace items if they arrive broken or defective. If approved, we will print a new model; you do not need to ship the original back to us.
GREENIMALS: Exchanges are not offered unless the item falls under the manufacturing defect criteria listed in Section 2.