Refund policy
Refund & Return Policy
At Spooksburg™, we want you to love what you ordered. Please read this policy carefully before you place your order. All purchases are subject to the terms below.
Returns & Exchanges
We accept returns and exchanges within 30 days of delivery. To be eligible, the item must be unused, in its original condition, and returned in its original packaging with all included parts.
Once an item has been opened, inflated, assembled, taped, or set up for display, it cannot be returned or exchanged. The same applies to any item that has been used outdoors or exposed to weather. This rule applies to all customers.
To start a return or exchange, email us at support@spooksburg.com with your order number and the reason for the return. We'll send you instructions from there.
Return shipping costs are the customer's responsibility unless the item arrived damaged, defective, incorrect, or with missing parts. Original shipping charges are non-refundable.
Damaged, Defective, or Missing Items
If your item arrives damaged, defective, incorrect, or with missing parts, contact us within 48 hours of delivery at support@spooksburg.com. Please include:
- Your order number
- Clear photos of the item and all included parts
- Clear photos of the packaging
- A brief description of the issue
If we confirm the item is damaged, defective, incorrect, or missing parts, we'll arrange a free replacement or a full refund. You choose which.
⚠️ We may not accept damage claims submitted after 48 hours, so please check your order as soon as it arrives.
Damage caused after delivery is not covered. This includes over-inflation, punctures, misuse, and wear from weather or outdoor display.
Incorrect Address & Failed Delivery
Customers are responsible for giving the correct shipping address at checkout. We are not responsible for:
- Orders shipped to an incorrect address provided by the customer
- Failed delivery attempts
- Parcels returned to sender because of incorrect address details
If a parcel comes back to us because of an incorrect address, a reshipping fee may apply.
Order Changes & Cancellations
If you need to change or cancel an order, email us as soon as possible at support@spooksburg.com. We process orders quickly, so we can't guarantee changes once processing has started, but we'll do our best.
🎃 Seasonal orders: We can't guarantee delivery by a specific date, such as Halloween. Late arrival alone is not grounds for a refund once an order has shipped. Please order early to avoid disappointment.
Contact
For all refund or order-related questions, please contact:
Spooksburg™
195-197 Wood Street, Suite RA02
London, E17 3NU
United Kingdom
support@spooksburg.com
We aim to reply within 24–48 business hours.
By placing an order with Spooksburg™, you acknowledge and agree to this Refund & Return Policy.