Refund policy
RETURNS AND REFUNDS POLICY
Last updated: September 2, 2026
At The Haunt Lab, we want all orders to be delivered correctly and in good condition.
This Returns and Refunds Policy sets out the conditions applicable to purchases made through our store.
Nothing in this policy is intended to limit, exclude, or replace any mandatory consumer rights available under applicable law.
1. General Return Policy
Except where a right to return, withdraw, repair, replacement, price reduction, or refund is required by applicable law, The Haunt Lab does not offer voluntary returns for change of mind.
Therefore, outside of mandatory rights provided by law, we do not accept returns for reasons including:
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Change of mind.
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Ordering an item by mistake.
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No longer wanting or needing the product.
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Personal preferences.
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Any other reason that is not related to a defect, damage, lack of conformity, or an error with the order.
This limitation does not affect any mandatory rights available to consumers under applicable law.
2. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, incorrect, or otherwise not as ordered, please contact us at:
To assess and process your claim, we may reasonably request information including:
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Your order number.
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The name used to place the order.
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Clear photographs or videos of the product.
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Photographs of the packaging.
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A description of the damage, defect, or error.
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Any other information reasonably necessary to verify the issue.
Once we have reviewed your claim, we will provide the remedy required under applicable law, which may include, depending on the circumstances, repair, replacement, a price reduction, or a refund.
Where required by law, the appropriate remedy will be provided at no additional cost to the consumer.
3. Return Authorization and Instructions
Before sending any product back, please contact us at thehauntlab@gmail.com to receive the appropriate return instructions.
Because we work with third-party suppliers and fulfillment centers, the address from which your order was originally shipped may not be the appropriate address for a return.
Do not return a product to the address shown on the original package unless we specifically instruct you to do so.
When a physical return is required, we will provide you with the necessary instructions for processing the return correctly.
Nothing in this section limits any mandatory consumer rights available under applicable law.
4. European Economic Area Right of Withdrawal
Where European Union, European Economic Area, or other applicable consumer protection law provides a statutory right of withdrawal, eligible consumers will retain that right.
As a general rule for qualifying distance purchases of goods, consumers have 14 days from receipt of the goods to notify us of their decision to withdraw from the contract without having to provide a reason, unless a legal exception applies.
To exercise a statutory right of withdrawal, you must provide us with a clear statement of your decision within the applicable legal period by contacting:
After receiving your withdrawal request, we will provide the appropriate return instructions.
Consumers should handle products only to the extent reasonably necessary to establish their nature, characteristics, and functioning. Where permitted by law, the consumer may be responsible for any diminished value resulting from handling beyond what is necessary for this purpose.
Unless applicable law requires otherwise or we have agreed to cover the cost, the consumer will be responsible for the direct cost of returning goods when exercising a statutory right of withdrawal.
5. Exceptions to the Right of Withdrawal
The statutory right of withdrawal may not apply to certain categories of goods or services where an exception is provided by applicable law.
Depending on the applicable legislation, these may include:
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Goods made to the consumer's specifications or clearly personalized.
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Goods that are liable to deteriorate or expire rapidly.
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Certain sealed goods that are not suitable for return due to health protection or hygiene reasons once they have been unsealed after delivery.
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Other products or services expressly excluded under applicable law.
Whether an exception applies will be determined according to applicable law and the specific circumstances and characteristics of the product.
6. Refunds Following a Statutory Withdrawal
When a consumer validly exercises a statutory right of withdrawal, we will refund all amounts that are legally required to be refunded, including standard delivery charges where required by law.
We are not required to reimburse additional delivery costs resulting from the consumer choosing a delivery method that is more expensive than the least expensive standard delivery option offered by us, where applicable law permits this.
Refunds will be issued within the period required by applicable law and, unless otherwise validly agreed, using the same payment method used for the original transaction.
Where permitted by applicable law, we may withhold reimbursement until we have received the returned goods or until the consumer provides evidence that the goods have been sent back, whichever occurs first.
7. Defective Products and Legal Guarantees
Rights relating to defective, damaged, incorrect, or non-conforming products are separate from any statutory right of withdrawal.
Where a statutory legal guarantee or conformity guarantee applies, we will honor all mandatory rights and time periods established by the applicable legislation.
Nothing in this policy limits or replaces any mandatory legal guarantee.
8. Third-Party Fulfillment
The Haunt Lab may use third-party suppliers, manufacturers, fulfillment centers, logistics providers, or other service providers to prepare and ship orders.
As a result, products may be shipped directly from third-party facilities and from locations different from The Haunt Lab's business location.
The use of third-party suppliers or fulfillment services does not limit any mandatory legal rights consumers may have against the seller.
9. Unauthorized Returns
To prevent products from being sent to an incorrect facility, please contact us before physically returning any product.
Products sent to an incorrect address, including an address appearing on the original shipping packaging that has not been designated as the appropriate return address, may experience delays or processing issues.
This provision does not affect any non-waivable consumer rights under applicable law.
10. Return Shipping Costs
For returns made solely through the exercise of a statutory right of withdrawal, the consumer will be responsible for the direct cost of returning the goods where permitted by applicable law and where the consumer has been properly informed of this responsibility.
Where a product is defective, damaged, incorrect, or otherwise not in conformity with the contract, we will bear any return or remedy costs that we are legally required to bear.
11. Approved Refunds
When a refund is due, it will generally be issued to the original payment method unless another method has been validly agreed upon.
After a refund has been processed by us, additional processing times may apply depending on your bank, card issuer, or payment provider.
If you have received confirmation from us that your refund has been processed but it has not appeared in your account after a reasonable period, please contact us at:
12. Lost Orders and Shipping Issues
If your order does not arrive, arrives incomplete, or experiences another shipping-related issue, please contact us at:
We will investigate the matter and provide the remedy required based on the circumstances and applicable law.
13. Mandatory Consumer Rights
Nothing contained in this Returns and Refunds Policy is intended to exclude, restrict, or modify any consumer right that cannot legally be excluded, restricted, or modified by agreement.
If any provision of this policy conflicts with mandatory consumer protection legislation applicable to a particular transaction, the applicable mandatory law will prevail.
14. Contact Us
For questions or requests concerning returns, damaged or defective products, incorrect orders, statutory withdrawals, or refunds, please contact:
The Haunt Lab
Email: thehauntlab@gmail.com
Please contact us before physically returning any product so that we can provide the appropriate return instructions.