Politique de remboursement

Global Protection Protocol: Fulfillment & Compensation Rules

1. Hardware Protection Should your 3D-printed hardware sustain critical structural damage during international transit, you may elect to receive either a Free Replacement unit OR a Store Credit for the item's valuation.

  • Deductibles: All hardware compensations are subject to the deduction of non-recoverable costs, including original international shipping fees, specialized packaging materials, and base manufacturing overheads.

  • Manufacturing Characteristics: Minor surface artifacts, layer lines, or slight textural variations are inherent to the custom 3D printing process and do not constitute a defect.

  • Evidentiary Requirement: Photographic evidence of the damaged product and the shipping carton must be submitted within 24 hours of delivery.

2. Live Arrival Guarantee (LAG) Coverage

  • Tier 1 (Guaranteed Delivery Zones): We provide a 100% Live Arrival Guarantee for orders shipped to Canada, The European Union (EU), Australia, and New Zealand.

    • Option A: A one-time replacement colony dispatched at no additional cost (Final resolution).

    • Option B: A digital store credit valued at 120% of the biological subject's price (Non-transferable; valid for 12 months).

  • Tier 2 (Global Standard Fulfillment): For all other territories (including the USA), we do not offer a Live Arrival Guarantee. Orders are placed entirely at the buyer's own risk due to uncontrollable local logistics and import restrictions.

3. LAG Claim Conditions & Voidance Claims must adhere to strict temporal and evidentiary standards based on the carrier's official delivery timestamp:

  • Moderate Temp (14°C to 29°C): Unboxing video must be submitted within 2.5 hours of delivery.

  • Extreme Temp (5-13°C OR 30-32°C): Unboxing video must be submitted within 1.5 hours of delivery.

  • Strict Void Conditions:

    1. Temperatures at delivery exceeding 32°C (89.6°F) or dropping below 5°C (41°F).

    2. Queen Survival: LAG strictly covers the live arrival of the Queen. Loss of workers (up to 20%) is standard attrition and not covered.

    3. Unattended Packages: Voided if left in mailboxes or porches beyond the designated time limits.

    4. Video Evidence: Mandatory continuous, unedited unboxing video sent to support@antnook.net.

4. Customs & Logistics Liability The buyer assumes total responsibility for compliance with local agricultural and import laws. If a package is confiscated or destroyed by Customs (e.g., USDA), AntNook assumes zero liability.