Last Updated: October 31, 2024

Greetings, dark souls and collectors of the macabre. Within these shadowed halls, we outline our policy for returns and exchanges of our horror-themed treasures. While we strive to ensure your satisfaction with every purchase from our crypt, we understand that sometimes an item may not meet your expectations.

OUR RETURN POLICY

We accept returns and exchanges for items in their original condition within 15 days of your receipt of the package. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging with all tags attached.

NON-RETURNABLE ITEMS

Certain items from our dark collections cannot be returned due to their nature:

  • Masks & Costumes (for hygiene reasons)
  • Crypt Goods (mystery items that vary by shipment)
  • Coffee (consumable items)
  • Cups & Flasks (for hygiene reasons)
  • Sale items or discounted merchandise

Please choose carefully when selecting these items from our crypt, as we cannot accept returns for them once they have left our possession.

HOW TO INITIATE A RETURN OR EXCHANGE

To begin the process of returning an item or requesting an exchange, follow these steps through our shadowed corridors:

  1. Contact Our Coven: Email our keepers at [email protected] within 15 days of receiving your order. Use the template provided below to ensure we have all necessary information.
  2. Await Instructions: Our keepers will respond within 2-3 business days with a Return Merchandise Authorization (RMA) number and shipping instructions.
  3. Package Your Item: Carefully pack the item in its original packaging, including all tags and accessories. Include a copy of your original order confirmation or packing slip.
  4. Ship the Item: Send your return package to the address provided in your RMA instructions. We recommend using a trackable shipping service, as we cannot be responsible for lost return packages.
  5. Await Processing: Once we receive your return, we will inspect it and process your refund or exchange within 5-7 business days.

RETURN SHIPPING COSTS

Customers are responsible for return shipping costs unless the return is due to an error on our part (such as shipping the wrong item) or if the item arrived damaged or defective. In such cases, we will provide a prepaid shipping label.

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days. The refund will be issued through the same payment method used for the original purchase (Visa, MasterCard, JCB, or PayPal).

Please note that shipping costs are non-refundable. If you received free shipping on your original order, the standard shipping cost will be deducted from your refund amount.

EXCHANGES

We only replace items if they are defective or damaged upon receipt. If you need to exchange an item for the same product, contact us at [email protected] with details about the product you would like to exchange and the reason for the exchange.

RETURN/EXCHANGE REQUEST TEMPLATE

To expedite your return or exchange request, please use the following template when emailing our coven:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Keepers of Mortem Horror Shop, I wish to request a return/exchange for an item from my recent order. Order Number: [Your Order Number] Order Date: [Date of Order] Item(s) to Return/Exchange: [Product Name and Variant/Size] Reason for Return/Exchange: [Please provide details] I understand and agree to the terms outlined in your Returns & Exchanges Policy. Sincerely, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

DAMAGED OR DEFECTIVE ITEMS

If your item arrives damaged or defective, please contact us immediately at [email protected] with photos of the damaged item and packaging. We will arrange for a replacement or refund as quickly as possible.

QUESTIONS?

If you have any questions about our returns and exchanges policy, please don’t hesitate to contact our coven:

Email: [email protected]
Address: 9134 Brook Park Dr, Montgomery, US 36117

May your dark treasures always find their proper home.

© 2025 Mortem Horror Shop. All rights reserved. All dark treasures carefully curated.