Refund policy
At Tales & Terrors, we want customers to have clear information about returns, refunds, damaged products, and order issues. This Return & Refund Policy explains the conditions and procedures that apply to purchases made through our store.
1. 30-Day Return Policy
We accept eligible return requests within 30 days of delivery.
To qualify for a standard change-of-mind return, the product should generally be:
- In its original condition
- Unused and undamaged
- Complete with all included parts and accessories
- In its original packaging where applicable
- Accompanied by proof of purchase or order information
Please contact us before returning any product. Products sent back without first requesting a return may not be accepted or may experience processing delays.
Nothing in this policy limits any rights or remedies available to you under applicable law.
2. How to Request a Return
To begin a return, contact us at support@talesandterrors.com.
Please include:
- Your full name
- Order number
- Product you wish to return
- Reason for the return
- Photos if the product is damaged, defective, or incorrect
Our customer support team will review your request and, if the return is eligible, provide the applicable return instructions.
Do not send a return to our business address unless we specifically instruct you to do so. The appropriate return destination may differ depending on the product or order.
3. Change-of-Mind Returns
If you change your mind about an eligible purchase, you may request a return within the 30-day return period.
For change-of-mind returns, products should generally be unused, undamaged, and returned with their original packaging, accessories, manuals, and components where applicable.
Unless otherwise required by law or stated by us, the customer is responsible for return shipping costs for change-of-mind returns.
Original shipping charges, if any, are generally not refundable for change-of-mind returns, except where required by applicable law.
4. Damaged or Defective Products
Please inspect your order after delivery.
If a product arrives damaged or defective, contact us as soon as reasonably possible at support@talesandterrors.com.
Please provide your order number, a description of the problem, and photographs of the product and packaging where applicable.
For verified eligible claims involving a product that arrived damaged or defective, Tales & Terrors will provide an appropriate remedy, which may include a replacement, refund, or another remedy as required by applicable law.
Where we require an eligible damaged or defective product to be returned, we will cover the applicable return shipping cost.
5. Incorrect Items
If you receive a product different from what you ordered, please contact us promptly.
Provide your order number and photographs or other relevant information showing the product received.
For a verified fulfillment error caused by Tales & Terrors, we will provide an appropriate resolution and cover applicable return shipping costs if the incorrect product must be returned.
6. Missing Items
If you believe an item is missing from your order, please first check your shipping confirmation to determine whether your order was divided into multiple shipments.
If an item is still missing, contact us at support@talesandterrors.com with your order number and details about the missing product.
We will review the available order and shipment information and provide an appropriate resolution for verified fulfillment errors.
7. Non-Returnable Items
Certain products may not be eligible for a standard change-of-mind return due to their nature or condition.
Examples may include:
- Products that have been used, damaged, or materially altered after delivery
- Products missing important parts, accessories, or components for reasons not attributable to Tales & Terrors
- Personalized or custom-made products where clearly identified as such before purchase
- Products that cannot reasonably be returned for hygiene or safety reasons once opened, where permitted by law
- Gift cards, where applicable and permitted by law
- Products identified as final sale where such restrictions are permitted and clearly disclosed before purchase
These restrictions do not eliminate rights you may have when a product is defective, damaged upon arrival, incorrectly supplied, or otherwise covered by applicable consumer protection law.
8. Exchanges
We do not guarantee direct exchanges for every product.
If you would like a different product, size, color, or variation, contact our customer support team. Depending on availability and the circumstances, we will explain the available options.
In some cases, the simplest option may be to return an eligible product and place a new order separately.
9. Return Shipping
Return shipping responsibility depends on the reason for the return.
For an eligible change-of-mind return, the customer is generally responsible for return shipping costs.
If a return is required because the product arrived damaged, defective, or incorrect due to our error, Tales & Terrors will cover the applicable return shipping cost.
We recommend following the return instructions provided by our support team and retaining any return tracking information until your return has been completed.
10. Return Inspection
After an eligible return is received, we will inspect the product and verify its condition.
If the return is approved, we will process the applicable refund.
If a returned product does not meet the applicable return requirements, we will contact you regarding the issue before determining the appropriate next step.
11. Refunds
Approved refunds will generally be issued to the original payment method used for the purchase.
Once we process a refund, your bank, credit card issuer, or payment provider may require additional time to post the funds to your account.
Please allow approximately 5–10 business days after a refund has been processed for it to appear, although the exact timing is controlled by your financial institution or payment provider.
12. Partial Refunds
Where permitted by applicable law, a partial refund may be considered when an eligible returned product has lost value because of handling beyond what was reasonably necessary to inspect it, or when components are missing for reasons attributable to the customer.
We will review such circumstances individually.
13. Order Cancellations
If you need to cancel an order, contact us as soon as possible at support@talesandterrors.com.
We will make reasonable efforts to accommodate cancellation requests before an order enters fulfillment or ships.
Cancellation cannot be guaranteed once processing has begun. Once an order has shipped, it can no longer be cancelled and an eligible return must instead follow this Return & Refund Policy.
14. Refunds for Cancelled Orders
If an order is successfully cancelled after payment has already been collected, the applicable refund will be issued to the original payment method.
Your financial institution may require additional processing time before the refund appears in your account.
15. Packages Returned to Sender
If a package is returned to us because of an incorrect or incomplete address, refusal, unsuccessful delivery attempts, or another delivery issue, contact our customer support team.
We will review the circumstances and explain the available options.
Additional shipping costs may apply if reshipment is requested and the return resulted from incorrect customer-provided delivery information, except where otherwise required by law.
16. Pre-Order Products
Cancellation and refund requests involving pre-order or pre-sale products may also be subject to our Pre-Order & Pre-Sale Policy.
Once a pre-order has been delivered, eligible return requests are generally handled according to this Return & Refund Policy.
17. Refund Processing Errors
If you have received confirmation that a refund was issued but it has not appeared after the expected processing period, first check with your bank, card issuer, or payment provider.
If they cannot locate the refund, contact us and we will review the available transaction information.
18. Policy Updates
We may update this Return & Refund Policy periodically to reflect changes to our operations, services, or applicable requirements.
The latest version will be published on our website with an updated revision date.
19. Contact Us
For questions about returns, refunds, cancellations, or problems with an order, contact:
Tales & Terrors
7901 Marble Ave
Albuquerque, NM 87110
United States
Email: support@talesandterrors.com
Phone: +1 (844) 817-0343