Refund policy

By placing an order on this Site, you confirm that you have read, understood, and agreed to this Refund Policy in full. If you do not agree, do not place an order.

This policy is governed by the laws of the State of Wyoming, United States.

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1. ALL SALES ARE FINAL

Once an order is placed, it is final. We do not offer refunds, returns, or exchanges.

We do not accept refunds, exchanges, or returns for any reason, including but not limited to:

  • Change of mind after purchase
  • Buyer’s remorse
  • The prank not getting the reaction you hoped for
  • Size, colour, print, thickness, firmness, or aesthetic preference
  • “It looks different than I expected” or “it feels different than I expected”
  • How the hands move, how fast they move, or how much pressure is needed, which varies with body weight, foot position, and floor surface
  • Sound made by the air mechanism during normal use
  • Folding creases, compression marks, or packaging odour on arrival
  • Normal variation in colour, print, texture, weight, or finished dimensions
  • Delays of any kind, of any length, from any cause
  • The order not arriving in time for Halloween, a party, a birthday, or any other occasion
  • You no longer want the item
  • You found a similar item elsewhere
  • Address errors, incomplete addresses, or unreachable addresses provided by the customer
  • Failure to read product descriptions, dimensions, materials, or specifications before ordering
  • Items refused, abandoned, undeliverable, or returned to sender for any reason
  • Items seized, restricted, delayed, or held by customs in your country
  • Any reason not explicitly listed in Section 2 below

This list is not exhaustive. We reserve the right to refuse any refund request for any reason not expressly covered in Section 2.

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2. LIMITED EXCEPTIONS

We may, entirely at our sole discretion, consider a replacement or partial remedy only if ALL of the following are true:

(a) The item arrived physically damaged in transit, OR a clearly wrong item was shipped (a different product than ordered), OR there is an obvious manufacturing defect

(b) You contact us by email within 48 hours of the delivery date shown on tracking

(c) You provide clear, unedited photographs of the item, the damage or defect, the shipping label, and the outer packaging, taken on the day of receipt (for a mechanism defect, a short unedited video)

(d) You provide your order number

If any one of these conditions is not met, the claim is not eligible and will not be reviewed.

Submitting a claim does not guarantee any remedy. We reserve the right to evaluate each claim on its own facts and to offer, at our sole discretion: a replacement, store credit, a partial refund, or no remedy at all.

We do not accept physical returns. You are not required to, and must not, ship any item back to us. Photographic or video evidence is the only accepted form of claim. Items sent back without prior written authorization will be refused or discarded, and no refund or credit will be issued.

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3. ORDER CANCELLATION

Orders cannot be cancelled once placed. Orders are passed to our fulfilment team for processing at the point of purchase.

The only exceptions are:

(a) We may, entirely at our sole discretion, accept a cancellation request received by email within 2 hours of the order being placed, if the order has not yet been processed. Submitting a request does not guarantee cancellation.

(b) Where applicable consumer law requires us to offer you the option to cancel because a shipping deadline stated at checkout cannot be met, we will notify you and offer that option. Where that right applies, it is your sole and entire remedy in respect of the delay.

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4. NO GUARANTEED DELIVERY TIME

All processing, dispatch, transit, and delivery times shown anywhere on the Site or in any communication are estimates only. They are not promises, not guarantees, and do not form part of any contract.

No delay, of any length or cause, entitles you to a refund, cancellation, replacement, discount, or compensation, except as stated in Section 3(b).

If you require delivery by a specific date, including before Halloween, do not place an order.

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5. NON-REFUNDABLE UNDER ALL CIRCUMSTANCES

The following are non-refundable in every case:

  • Shipping fees
  • Add-ons purchased with your order, including Lifetime Warranty, Mystery Gift, and Send Some Love
  • Customs duties, import taxes, VAT, or carrier handling fees
  • Orders refused, abandoned, or returned due to unpaid customs
  • Orders returned or undeliverable due to incorrect, incomplete, or outdated addresses provided by the customer
  • Discounts, store credit, or promotional value applied to the order
  • Any order where the customer has failed to meet the conditions in Section 2

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6. PACKAGES MARKED AS DELIVERED

If carrier tracking confirms your package was delivered, the order is considered fulfilled in full and our obligations are discharged. We are not responsible for:

  • Packages stolen after delivery
  • Packages misdelivered by the carrier
  • Packages marked as delivered but not received
  • Packages left at a safe place, with a neighbour, or in a mailroom
  • Theft, loss, or damage occurring after the delivery scan

These matters are between you and your local carrier. You may file a claim directly with the carrier using the tracking number provided.

We will not issue a refund, replacement, or store credit for packages marked as delivered, regardless of the customer’s account of receipt.

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7. LOST PACKAGES

Risk of loss passes to you when the parcel is handed to the carrier.

If tracking has not updated for more than 30 days after dispatch, the package may be considered lost in transit. In such cases we may, entirely at our sole discretion, offer a replacement or store credit. We are not obligated to do so.

We do not refund the original payment for lost packages. Replacement or store credit only, where offered.

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8. NO ADMISSION OF LIABILITY

Nothing in any correspondence from us — including apologies, expressions of regret, investigations, requests for photographs, or courtesy responses — constitutes an admission of fault, defect, negligence, or liability.

Any replacement, store credit, or partial refund we may offer is made purely as a commercial courtesy, without prejudice, on a strictly without-precedent basis, and creates no obligation to offer the same in any other case.

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9. STATUTORY RIGHTS

Nothing in this policy removes any statutory consumer right that cannot be lawfully excluded in your country of residence (including, where it applies, the EU and UK right of withdrawal). Where such a right applies, you must notify us by email before sending anything, and the item must be unused and in its original packaging. You retain only the rights described in Section 2, together with those non-excludable statutory rights.

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10. CONTACT BEFORE DISPUTING

If you have a concern with your order, you must email us before filing any dispute, chargeback, or claim with your bank, card issuer, or payment processor.

Chargebacks filed without first contacting us — particularly for orders delivered with valid tracking — will be disputed with the full evidence available to us, including order records, tracking, communication history, IP records, and these terms accepted at checkout.

We reserve the right to refuse future service to any customer who files a chargeback we deem unjustified.

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11. CONTACT

Email: hellmat.shop@gmail.com
Subject line: “Order #[your number]”

We do not handle claims via social media, messaging apps, comments, or any channel other than email. We do not guarantee response times. Claims submitted by any method other than email are not considered submitted.

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HellMat
Managed by Hexora Capitals LLC, registered in the State of Wyoming, United States.