Refund policy

REFUND AND RETURN POLICY
Last updated: October 2, 2026

90-DAY MONEY-BACK GUARANTEE
We want you to love your Spookwick. If you are not happy with your order, you can request a return within 90 days of the date it was delivered and receive a full refund of the price you paid for the product.

HOW TO START A RETURN
Email us at watergun12@use.startmail.com with your order number. You do not need to give a reason. We will reply within 2 business days with return instructions and the return address. Please do not send anything back before contacting us: items returned without prior authorization cannot be matched to an order and may not be refunded.

CONDITION OF RETURNED ITEMS
You are welcome to try your item at home. To receive a full refund, the item must be returned complete, including the remote control and all parts, undamaged, and in its original packaging where possible. If an item is returned damaged, incomplete, or showing use beyond normal testing, we may reduce the refund to reflect its loss in value.

RETURN SHIPPING
If you return an item because you changed your mind, you are responsible for the cost of return shipping. We recommend a tracked service, as we cannot refund items that are lost on their way back to us.
If your item arrived damaged, defective, or is not what you ordered, you pay nothing: see the next section.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order when it arrives. If it is damaged, defective, or the wrong item, email us with your order number and photos or a short video, ideally within 14 days of delivery. We will send a replacement or issue a full refund, whichever you prefer, at no cost to you. In many cases you will not need to send the item back.

ORDERS THAT DO NOT ARRIVE
Our estimated delivery time is 9 to 12 business days after dispatch. If your order has not arrived within 30 days of the date you placed it, contact us and we will send a replacement or issue a full refund, whichever you prefer.

CANCELLATIONS
You can cancel your order for a full refund at any time before it has been shipped. Once it has shipped, please follow the return process above.

EXCHANGES
The fastest way to get a different item is to return the one you have and place a new order once your return is approved.

REFUNDS
We will notify you within 3 business days of receiving your return. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may need additional time to post the refund. If more than 15 business days have passed since your refund was approved, please contact us.

NON-RETURNABLE ITEMS
Gift cards cannot be returned.

CUSTOMERS IN THE EUROPEAN UNION AND THE UNITED KINGDOM
In addition to the guarantee above, you have the legal right to cancel your order within 14 days of receiving it, without giving any reason. To do so, send us a clear statement by email within that period, then send the item back within 14 days of notifying us. We will refund all payments received from you, including the cost of standard delivery, within 14 days of receiving your cancellation; we may withhold the refund until we have received the item or you have provided proof of having sent it. You bear the direct cost of returning the item. You are only liable for any loss in value resulting from handling the item beyond what is necessary to establish its nature, characteristics and functioning. This does not affect your statutory rights regarding goods that are faulty or not as described.

CUSTOMERS IN AUSTRALIA
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

YOUR LEGAL RIGHTS
Nothing in this policy limits any rights you have under the mandatory consumer protection laws of your country of residence.

CONTACT
Spookwick
Conjunto La Hacienda, Casa 14, Locoa
Latacunga, Cotopaxi 050101
Ecuador
Email: watergun12@use.startmail.com