Refund policy

We want you to be fully satisfied with your order. This policy explains your return, refund, and cancellation rights, including your statutory right of withdrawal if you are a consumer in the EU/EEA.

EU/EEA right of withdrawal (14 days)

If you are a consumer resident in the European Union or EEA, you have the right to withdraw from your purchase within 14 days without giving any reason. The period expires 14 days after the day you (or someone you nominate, other than the carrier) receive the goods; for multi-item orders, 14 days after you receive the last item.

To withdraw, inform us by a clear statement — using the self-serve returns/cancellation function on your order, the model withdrawal form, or an email to support@thezombiecrawler.com. We will acknowledge your request by email. It is enough to send your notice before the 14-day period ends.

We will refund all payments received, including standard delivery costs, no later than 14 days after we are informed of your decision, using the same payment method you used. We may withhold the refund until we receive the goods back or you provide proof of return. You must return the goods within 14 days of notifying us, and you bear the direct cost of return. You are only responsible for any reduction in the goods' value resulting from handling beyond what is necessary to establish their nature and functioning.

The right of withdrawal does not apply to certain goods, including custom-made or personalized items, perishable goods, and sealed goods unsuitable for return for health or hygiene reasons once unsealed.

General 30-day returns

In addition to your statutory rights above, we offer a 30-day return window, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at support@thezombiecrawler.com. Returns must be requested and approved before sending anything back — items sent to us without first requesting a return will not be accepted. Once approved, we'll provide instructions on how and where to send your package. Except where you are exercising your statutory right of withdrawal, or where the item is defective, damaged, or incorrect, customers are responsible for return shipping costs.

Shipping Address Accuracy

Orders are shipped to the address provided by the customer at checkout. Please double-check your address before ordering. We are not responsible for orders shipped to an incorrect or incomplete address provided by the customer. If a package is returned due to an incorrect address, the customer is responsible for reshipping costs.

Order Cancellations & Changes

Orders can be cancelled or modified only within 12 hours of purchase, as orders are processed quickly for fast fulfillment. After this window, the order has entered processing and can no longer be changed or cancelled. This does not affect your statutory right of withdrawal described above.

Damages and Issues

Please inspect your order upon delivery and contact us within 48 hours if the item is defective, damaged, or incorrect. To process a replacement or refund, we may ask for clear photos or a short video showing the issue. For defective, damaged, or wrong items, we cover the cost of resolution, in addition to any statutory rights you have.

Unclaimed & Returned Packages

If a package is unclaimed, refused, or returned to sender due to a failed delivery attempt or an incorrect address, we will contact you to arrange reshipment. Reshipping costs may apply. Refunds for unclaimed packages are issued minus original shipping costs.

Non-returnable Items

Certain items cannot be returned, including sale or clearance items and gift cards, except where a statutory right of withdrawal or other mandatory consumer right applies. Contact us if you're unsure about your item.

Before Filing a Dispute

If you have any issue with your order — including a delayed or missing package — please contact us first at support@thezombiecrawler.com. We respond within 24–48 hours and will always work to resolve the problem, whether that means tracking assistance, a replacement, or a refund. Most issues are resolved quickly without the need to involve your bank.

Refunds

Once we receive and inspect your return, we'll notify you of the outcome. If approved, your refund is processed to your original payment method within 10 business days (or within the statutory timeframe where the right of withdrawal applies). It may take additional time for your bank or card issuer to post the refund.