Returns & Refunds

We want you to love your order. If something is not right, we are here to help.

Damaged, defective or wrong items

If your item arrives damaged, defective or is not what you ordered, contact us within 30 days of delivery with your order number and clear photos. We will send you a free replacement or give you a full refund.

Lost packages

If your package has not arrived within 30 business days of shipment, contact us. We will investigate with the carrier and, if the parcel is confirmed lost, we will reship it or refund you in full.

Changing your mind (all customers)

You can return unused items in their original condition and packaging within 14 days of delivery. Contact us first to get return instructions. Return shipping costs are paid by the customer, unless the item is faulty or was sent by mistake.

Right of withdrawal for customers in the EU and the UK

If you live in the European Union or the United Kingdom, you have the legal right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. To use this right, tell us clearly by email at thehalloweenhaunt.support@gmail.com or through our contact form before the 14 days end. You then have 14 more days to send the goods back to us. You pay the direct cost of returning the goods.

We will refund the price of the goods and the standard delivery cost within 14 days after we receive the goods back, or after you show proof that you sent them, whichever is earlier. We refund using the payment method you used for your order. If you handle the goods more than is needed to check their nature and how they work, we may reduce the refund to reflect the loss in value.

Model withdrawal form (complete and send it only if you want to withdraw from the contract):

To: The Halloween Haunt, thehalloweenhaunt.support@gmail.com
I hereby give notice that I withdraw from my contract of sale of the following goods: [product name]
Ordered on / received on: [date]
Order number: [number]
Name: [your name]
Address: [your address]
Date: [date]

Costumes and hygiene

Please check the size before wearing. Outside the EU and the UK, worn, washed or altered costumes and pet costumes cannot be returned unless they are faulty. In the EU and the UK, the right of withdrawal above applies, but we may reduce the refund if the item lost value because it was used beyond a simple try-on.

Cancellations

You can cancel your order within 24 hours of placing it, as long as it has not shipped. Once an order has shipped, it can no longer be cancelled, but you may still use your right to return it as described above.

Refunds

Approved refunds are paid to your original payment method within 14 days. Your bank may need 5 to 10 business days to show the refund on your account.

Your legal rights

This policy does not affect your statutory rights. In the EU, you have a legal guarantee of conformity for goods (at least two years in most countries). In the UK, the Consumer Rights Act 2015 applies.

Contact

Email thehalloweenhaunt.support@gmail.com or use our contact form.