Refund policy

How do I return an item?

At Haven of Horrors, we aim to ensure all customers have a seamless experience from start to finish, including handling any concerns you may have after receiving your order. 

Items purchased from HavenofHorrors.com can be returned for refund, store credit or exchange within 14 days of receipt of shipment in most cases (see Return Conditions for full details).

Starting a Return

If, for any reason, you are not satisfied with your purchase, please reach out to our customer service team within 14 days of receipt of your order, to receive an RMA number confirming your return request has been authorized.

Return Conditions

Seller Error: If we made a mistake, such as sending the wrong item, please let us know right away and we will gladly send the correct item in exchange, whenever possible, at no additional cost to you.  If the item purchased is no longer in stock we will issue a refund.

Defective items: If you receive an item with a manufacturer's defect, please contact us within 7days of receiving your order to arrange for a replacement. If the item purchased is no longer in stock we will issue a refund.

Shipping Damage*: If your purchase arrived damaged, please contact us as soon as possible to initiate a parcel damage claim. To expedite your claim, please email info@havenofhorrors.com with photographs of the package and damaged contents. 

*Please note that a minor packaging flaw that does not affect the contents is not considered a defect or damage for parcel insurance or refund claims. A small bend, scuff or indentation on exterior packaging can occur at any point in the manufacturing, supply or shipping processes. If you are a collector seeking pristine packaging, please contact us before you place your order. If available, we will select an item with no shelf wear on the packaging, and for an additional fee, we can ship with extra packing material.

Refused or Undeliverable Packages: Packages returned because of undeliverable or refused delivery are subject to a restocking fee of 20% of the purchase price, to recover the cost of processing, shipping, and then re-stocking the order.

Non-returnable Items: These items are not eligible for return due to consumer safety or to ensure product integrity.

• Clothing is not eligible for return after it has been worn
• Jewelry items are not eligible for return
• Opened items are not eligible for returns. This includes:
  • Items that have been opened or removed from the packaging
  • Items that have visible indications that the package has been opened
  • Opened cases that are no longer factory sealed

Preparing your Return

Return Shipping: If the return is due to our error or a damaged or defective product, we will cover any return shipping fees as long as the return is initiated within 14 days of receipt of the item and will provide a prepaid label. If you choose a self-return option (a carrier or service of your choice) you will pay the cost charged by the carrier selected and will not be reimbursed. We are not responsible for any lost or damaged packages through a self-return option.

If the return is for any other reason, you will be responsible for any return shipping costs. If you choose to return using the pre-paid label provided by us, the cost of return shipping will be deducted from your refund. If you choose to ship the return by some other means you will be responsible for all shipping costs and will not be reimbursed. We are not responsible for any lost or damaged packages through a self-return option.

Please include your RMA and order number with any return. All returns must be in the original, factory-sealed packaging in the same condition that they were received. Products that have been opened, tampered with, played with or altered will not be eligible for return. We are unable to refund shipping costs. 

Refunds

Refunds are usually issued within 7 business days of us receiving the product back. Please include your RMA and order number with any return.

Cancellations

Orders may be canceled as long as they have not been processed. Please contact us via email with your order number to request a cancellation. If we have not yet processed your order and receive a cancellation request, we will cancel your order provide a confirmation of cancellation along with a refund back to your original payment method.