The Haunted Hotel

Warranty & Return Information

1. Returns Process: We are committed to ensuring your satisfaction with every purchase. Our returns process is clear and easy to follow:

i. Change of Mind Returns: If you return your goods within 60 days, with proof of purchase, and the goods are unopened, unused, and in their original packaging, we will offer a full refund, less any postage and handling costs. No reason is required, as we strive for 100% customer satisfaction. Please note, however, that craft and activity kits that have been cut, used, or opened are non-returnable for change of mind.

ii. Warranty Claims (Faulty or Misrepresented Products): If the product is faulty, damaged, or misrepresented, you are entitled to a repair, replacement, or refund under the Australian Consumer Law (ACL). We will evaluate claims within a reasonable time, depending on the nature and price of the product. Your rights to a remedy are not limited by fixed timeframes.

2. Change of Mind Conditions: We cannot accept returns for certain hygiene-sensitive items (e.g., personal care products), and items must be in resaleable condition. Please check the individual product’s description for specific exclusions or terms that may apply.

3. Refund Policy:

i. Under the Australian Consumer Law, consumers are entitled to a remedy (repair, replacement, or refund) for faulty goods, regardless of whether they were purchased at a discounted price or during a sale.

ii. We do not offer refunds on change-of-mind returns for sale items.

iii. Refunds will not be processed as store credit or gift cards; all refunds will be processed through the original payment method via the MyDeal platform.

4. Non-returnable Items:

i. We do not accept returns for items that have been used or tampered with, including craft kits that have been opened.

5. Warranty Rights: Our products come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure, as well as compensation for any other reasonably foreseeable loss or damage. For minor faults, we offer repairs or replacements as per ACL requirements. Timeframes for warranty claims are based on a “reasonable time” principle and will vary depending on the product and circumstances.

6. Shipping & Handling Costs: If you need to return your product, you will be responsible for covering the shipping costs unless the product is faulty or misrepresented. Handling costs of up to $10 per item may be charged for returns, except for those related to warranty claims. We recommend using a trackable shipping service or purchasing shipping insurance for items valued at over $75. We are not liable for goods lost or damaged in transit.

7. Additional Information: For any queries or concerns regarding your return or warranty, please contact us at:

Unit 2, 179 Power Street, Glendenning, NSW, 2761, Australia

Shop with peace of mind

All marketplace products are covered by our MyDeal Refund Guarantee Learn More