Here at Pumpkin Haunt we pride ourselves on outstanding customer service. We want you to feel safe when you have ordered from us; hence, you can return a product to us no matter where in the world you live, provided that it is within 30 days of the order date. The only stipulation is that the product must be unused, in its original condition, with all manufacturer tags and labels attached, and in its original packaging. Following these instructions means that we can of course exchange your goods or give you a full refund for the item(s) purchased. Failure to comply with this policy will result in a 10% deduction from any refund that is processed following a return.
If you have a product exchanged, you will have to pay for the return postage. The only exception to this is if there was a mistake with the order on our part when first sent.
If you have any queries or concerns regarding our returns policy, please feel free to contact us via email with your questions.
ARE THERE ANY EXCEPTIONS TO THE ABOVE?
Personalized / Customized items (e.g., custom‑printed costumes, name‑embroidered accessories) cannot be returned, unless they are defective or incorrectly made by us.
Seasonal merchandise (e.g., limited‑edition Halloween decorations) may be subject to final sale – such items will be clearly marked on the product page.
For hygiene reasons, masks, wigs, and makeup cannot be returned once opened or used.
If a customized item is accepted for return at our discretion (due to our error), the following policies apply:
If an exchange is required, a re‑production charge may be incurred alongside the return shipping cost for the new item.
If a refund is required, the cost of the item will be refunded minus the initial customization fees.
How do I return a product?
Please ensure all tags are intact and the original packaging is included. Enclose a small note letting us know if you require a refund or an exchange.
If there is a fault with your product, it must be returned to us within 5 working days of receipt (or 10 working days for international customers), with all inner/outer packaging and tags.
Customers outside of the EEC must write “Hong Kong Return” on the customs declaration when sending an order back. If this is not written, customs may impose a tax charge on the parcel, which will then be refused and returned to the sender.
If you need further assistance, please contact:
service@chenkecl.com
Thank you,
Pumpkin Haunt Team
