Refund policy
At SpookyRoof, every product is made available through a pre-order model. This means that when you place an order, we begin allocating resources toward fulfilling that order, including production, materials, preparation, packaging, and fulfillment.
Because our products are produced specifically for customer orders and require production time, all purchases are considered final once an order has been placed, subject to the limited exceptions outlined below.
By placing an order through SpookyRoof, you acknowledge that you have read, understood, and agreed to the terms of this Refund & Return Policy.
1. All Orders Are Pre-Orders
SpookyRoof operates primarily on a pre-order basis.
When you place an order, your purchase is not simply reserving an item from existing inventory. Your order is used to initiate and/or support the production and fulfillment process for your specific purchase.
Once an order is submitted, SpookyRoof may immediately begin:
- Allocating production capacity
- Ordering or reserving materials
- Beginning manufacturing or preparation
- Processing your order information
- Preparing packaging and fulfillment
- Allocating inventory specifically for your order
- Paying suppliers, manufacturers, or other fulfillment partners
- Incurring transaction, processing, and operational costs
Because these costs can begin shortly after an order is placed, orders cannot generally be cancelled simply because a customer changes their mind.
2. No Returns or Refunds
ALL SALES ARE FINAL.
SpookyRoof does not accept returns or provide refunds for change-of-mind purchases, incorrect selections, buyer's remorse, sizing preferences, personal preference, or other reasons unrelated to a verified product defect or SpookyRoof fulfillment error.
This policy applies regardless of whether the item has shipped yet.
3. Cancellation Requests
Because SpookyRoof products are sold as pre-orders and production may begin shortly after purchase, orders cannot be cancelled once production or order processing has commenced.
If you wish to request a cancellation, you must contact us as soon as possible after placing your order.
Submitting a cancellation request does not guarantee that the order can be cancelled.
If production, preparation, procurement, or fulfillment activities have already begun, the order may no longer be eligible for cancellation.
If an order can no longer be cancelled, it will continue through the normal fulfillment process.
Simply requesting a cancellation does not automatically cancel an order. Customers should wait for written confirmation from SpookyRoof before considering an order cancelled.
4. Why We Cannot Offer Change-of-Mind Refunds
SpookyRoof is a pre-order business. Unlike businesses that maintain large amounts of ready-to-ship inventory, we organize production and fulfillment based on customer orders.
When an order is placed, we may incur non-recoverable costs associated with fulfilling that order.
A cancellation after these processes have begun can result in SpookyRoof paying for production, materials, processing, packaging, supplier fees, payment processing fees, and other expenses without being able to recover the associated revenue.
For this reason, we cannot absorb the costs associated with customer-initiated cancellations or changes of mind after order processing has begun.
5. Defective or Incorrect Products
Although all sales are final, SpookyRoof wants customers to receive products that arrive in acceptable condition and correspond to the order that was placed.
If you receive a product that is:
- Significantly damaged during transit;
- Defective due to a manufacturing issue;
- Missing a major component;
- Materially different from the product you ordered; or
- Incorrectly fulfilled by SpookyRoof,
please contact us so that we can review the issue.
Customers must contact SpookyRoof within 7 days of confirmed delivery to report a potentially defective, damaged, or incorrect item.
Requests submitted after this period may not be eligible for a replacement or other resolution.
6. Photo & Video Evidence May Be Required
To properly investigate a damage, defect, or fulfillment issue, SpookyRoof may require photographic or video evidence.
Depending on the issue, customers may be asked to provide:
- Photos of the product;
- Photos of the damaged area;
- Photos of the packaging;
- Photos of the shipping label;
- A video demonstrating the reported defect;
- Photos showing the complete product;
- Order information; and
- Any other reasonable information necessary to investigate the claim.
Failure to provide requested evidence may prevent SpookyRoof from determining whether an item qualifies for a replacement or other resolution.
7. Damage During Shipping
If an order arrives damaged, customers should contact SpookyRoof as soon as reasonably possible and provide photographs of both the product and its packaging.
We may investigate the situation with our shipping or fulfillment partners.
Customers should not discard the original packaging until the matter has been reviewed, as the packaging may be necessary to investigate a transportation-related claim.
A damaged package does not automatically qualify for a refund. SpookyRoof will review the circumstances and determine the appropriate resolution.
Where appropriate, SpookyRoof may offer a replacement or another reasonable resolution instead of a monetary refund.
8. Incorrect Shipping Address
Customers are responsible for providing a complete and accurate shipping address when placing an order.
SpookyRoof is not responsible for orders that cannot be delivered because of:
- An incorrect address;
- An incomplete address;
- A missing apartment/unit number;
- An incorrect postal code;
- Incorrect recipient information;
- Failure to update an address before shipment; or
- Other customer-provided address errors.
If an order is returned to SpookyRoof because of an incorrect or incomplete address, additional shipping costs may apply before the order can be reshipped.
9. Refused or Unclaimed Packages
Refusing delivery or failing to collect a package does not constitute a cancellation or qualify the order for a refund.
If a customer refuses delivery or fails to claim a package and the package is returned to SpookyRoof, the original purchase remains subject to this Refund & Return Policy.
If reshipment is available, the customer may be responsible for any additional shipping or handling costs.
10. Delivery Delays
SpookyRoof provides estimated production and shipping timelines wherever applicable.
These timeframes are estimates rather than guaranteed delivery dates unless expressly stated otherwise.
Production and delivery can occasionally be affected by circumstances outside of SpookyRoof reasonable control, including:
- Carrier delays;
- Customs processing;
- Weather;
- Transportation disruptions;
- Supplier delays;
- Manufacturing delays;
- Holidays;
- High order volume;
- Labour disruptions;
- Address issues;
- Government restrictions; or
- Other unforeseen circumstances.
A shipment taking longer than the estimated timeframe does not automatically entitle a customer to a refund.
If an order is experiencing a delay, SpookyRoof may provide an updated estimated timeframe or other appropriate resolution.
11. Lost Packages
If tracking indicates that an order has been delivered to the address provided by the customer, SpookyRoof may consider the order fulfilled.
Customers should first check:
- Around the delivery location;
- With household members;
- With neighbours;
- With building management;
- At mailrooms or reception areas; and
- With the shipping carrier.
SpookyRoof may assist customers in contacting the carrier where appropriate.
A package marked as delivered does not automatically qualify for a refund.
12. Products That Do Not Meet Personal Expectations
SpookyRoof products may appear slightly different depending on:
- Screen settings;
- Lighting;
- Photography conditions;
- Manufacturing batches;
- Material characteristics; or
- Normal manufacturing variations.
Minor variations that do not materially affect the product's function, quality, or appearance do not automatically constitute a defect.
Similarly, dissatisfaction based solely on personal expectations or preferences does not qualify for a refund.
Customers are encouraged to carefully review all product photographs, descriptions, measurements, specifications, and other information before ordering.
13. Exchanges
SpookyRoof does not offer standard exchanges for change-of-mind purchases.
For example, an exchange may not be available because a customer:
- Selected the wrong size;
- Selected the wrong colour;
- Wants a different design;
- Wants a different product; or
- Simply changed their mind.
Any exception is solely at the discretion of HouseOfPaws and does not create an ongoing obligation to provide exchanges in similar circumstances.
14. Refunds for Approved Claims
If SpookyRoof determines that a refund is appropriate under the circumstances, the refund will generally be issued to the original payment method used for the purchase.
Refund processing times may depend on the customer's bank, credit-card company, payment processor, or financial institution.
SpookyRoof is not responsible for delays caused by third-party financial institutions after a refund has been initiated.
15. Replacement May Be Offered Instead of a Refund
Where a product is confirmed to have a manufacturing defect, fulfillment error, or qualifying damage, SpookyRoof may, at its discretion, offer a replacement rather than a monetary refund.
If a replacement is provided, the original item may be required to be returned or otherwise disposed of according to SpookyRoof instructions.
A replacement resolving the verified issue constitutes the resolution of the applicable claim unless otherwise required by applicable law.
16. Payment Disputes & Chargebacks
Customers are expected to contact SpookyRoof before initiating a payment dispute or chargeback if they believe there is an issue with their order.
A chargeback or payment dispute does not automatically mean that a customer is entitled to a refund.
If a customer initiates a chargeback after purchasing a SpookyRoof product, SpookyRoof may provide the relevant transaction and order information to the applicable payment processor, bank, or card network, which may include:
- Order confirmation;
- Date and time of purchase;
- Product information;
- Pre-order terms presented at checkout;
- This Refund & Return Policy;
- Customer communications;
- Shipping information;
- Tracking information;
- Delivery confirmation;
- Production or fulfillment records;
- Payment records;
- Customer-provided information; and
- Other documentation relevant to the dispute.
Customers should not initiate a chargeback simply because they changed their mind or because an order is still within its stated production or shipping timeframe.
If you believe there is a legitimate issue with your order, please contact HouseOfPaws first so that we have an opportunity to investigate and resolve the matter.
Nothing in this section limits any rights or remedies that cannot legally be waived under applicable law.
17. Fraudulent or Abusive Refund Requests
HouseOfPaws reserves the right to investigate orders and claims that appear fraudulent, abusive, misleading, or inconsistent with the order history.
Examples may include:
- Repeated unsupported damage claims;
- False claims that an order was never received;
- False claims that a product was defective;
- Misrepresentation of an order's condition;
- Attempts to obtain both a refund and retain the product;
- Repeated payment disputes involving valid transactions; or
- Other suspicious activity.
Where permitted by law, SpookyRoof may decline discretionary refunds, replacements, or other goodwill resolutions in circumstances involving suspected abuse or fraud.
18. Order Information Is the Customer's Responsibility
Customers are responsible for reviewing their order confirmation after purchase and promptly notifying SpookyRoof of any apparent errors.
SpookyRoof may not be able to modify an order after processing has begun.
19. Policy Does Not Override Applicable Consumer Rights
This Refund & Return Policy is intended to establish SpookyRoof standard refund and cancellation procedures.
Nothing in this policy is intended to remove, restrict, or waive any consumer rights that cannot legally be excluded or limited under applicable law.
Where applicable law requires SpookyRoof to provide a remedy, SpookyRoof will comply with those legal requirements.
20. Policy Acceptance
By placing an order with SpookyRoof, you acknowledge that:
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You understand that the product is being purchased through a pre-order model where applicable.
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You understand that production and fulfillment may begin after your order is placed.
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You understand that production and other costs may be incurred shortly after purchase.
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You understand that orders are generally final once submitted.
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You understand that change-of-mind cancellations and refunds are generally not available.
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You have reviewed the product description and relevant specifications before purchasing.
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You have provided accurate shipping information.
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You understand that estimated production and shipping timelines may be subject to delays outside SpookyRoof reasonable control.
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You agree to contact SpookyRoof directly regarding legitimate order issues before initiating a payment dispute where reasonably possible.
21. Contact Us
If you believe your order has a legitimate issue covered by this policy, please contact SpookyRoof with your order number and a detailed description of the issue.
For damaged, defective, or incorrect products, include clear photographs or video where applicable.
SpookyRoof will review each qualifying claim individually and determine the appropriate resolution based on the circumstances, the available evidence, and applicable law.
SpookyRoof reserves the right to update this Refund & Return Policy from time to time. The version applicable to an order will generally be the policy presented at the time the order was placed, subject to applicable law.