Refund policy

Returns

For any questions, or to request the return address, please contact us at: guillaume@hollowscapes.com

We offer a 30-day money-back guarantee from delivery. If more than 30 days have passed since your order was received, unfortunately we cannot offer a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging, if applicable.

To complete your return, we require a receipt or proof of purchase.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us by email.

Refunds

If your return is approved under our 30-day money-back guarantee, your refund will be processed and a credit will automatically be applied to your original payment method within a few days. Refunds will appear on your account 5 days after receiving the item in good condition.

Once your return is received and inspected, we will send you an email to confirm that we have received your returned item and let you know whether your refund has been approved.

Late or missing refunds

If you have not received your refund yet, we recommend that you:

• check your bank account again;

• contact your credit card company;

• then contact your bank, as processing times may apply.

If you have done all of this and still have not received your refund, please contact us at: guillaume@hollowscapes.com

Sale items

Only regular priced items may be refunded. Sale or discounted items cannot be refunded.

Return shipping

If a return is needed, no problem. Simply request the return address at: guillaume@hollowscapes.com

Return shipping costs are the responsibility of the customer. They are non-refundable. If a refund is issued, the return shipping cost may be deducted from it.

 

Warranty

HOLLOW 2-YEAR WARRANTY

What's covered

Every Hollow cave is covered by a 2-year warranty against manufacturing defects, including:
- Cracking or structural failure not caused by impact or mishandling
- Layer separation or delamination of the print
- Significant warping under normal use conditions

What's not covered

- Aquarium use: normal use is defined as underwater temperatures up to 26°C (78.8°F). Prolonged submersion above this temperature falls outside normal use and accelerates material breakdown.
- Terrarium use: normal use is defined as ambient enclosure temperatures up to 40°C (104°F). This warranty does not cover damage from placing the cave in direct, sustained contact with a heat lamp or basking bulb — please position hides away from direct heat sources and never directly underneath a basking light.
- Damage from impact, dropping, or physical mishandling
- Normal cosmetic wear (minor discoloration from lighting or algae growth over time)
- Damage from cleaning with abrasive tools or harsh chemicals not intended for aquarium/terrarium use
- Modification, cutting, drilling, painting, or other alteration of the product
- Damage from overloading the cave with rocks, decor, or other heavy items placed directly on top of it, or from improper positioning within the tank/enclosure
- Custom or one-off commissioned pieces, unless stated otherwise at time of purchase
- Commercial or non-domestic use, unless otherwise agreed in writing
- Loss of, or harm to, fish, reptiles, amphibians, invertebrates, or plants — this warranty covers the product only and does not extend to any livestock or plant loss, however caused
- Any indirect or consequential loss or damage, including damage to tanks, furniture, flooring, or other equipment

How to make a claim

1. Contact us at guillaume@hollowscapes.com with your order number and a description of the issue
2. Include clear photos of the defect, along with a photo of the full setup (tank/enclosure) showing how the cave is positioned and used — this helps us identify issues like excess weight on top of the cave or improper placement
3. We'll review your claim within 5 business days and offer a replacement or refund at our discretion

Proof of purchase (order confirmation or receipt) is required for all warranty claims. This warranty applies to the original purchaser only.