Refund policy

Return & Refund Policy

At Reeltime Creature Shop, each item is made to order with careful craftsmanship and attention to detail. Due to the custom nature of these products, specific guidelines for returns and exchanges are outlined below.

1. EU Right of Withdrawal

If you are a consumer located in the European Union, you may have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason. To exercise this right, please notify us at reeltimereplicas@gmail.com within 14 days of delivery, or initiate a return request directly through your customer account.

Return shipping costs are the responsibility of the customer. Refunds will be issued within 14 days of receiving the returned item in its original condition.

Please note: Items that are made to your specific specifications or are clearly personalised are exempt from the right of withdrawal under EU consumer law (EU Directive 2023/2673). Where a product has been custom-made to your individual requirements, this right does not apply.

2. Custom Orders and Non-Returnable Items

All items are custom-made to order. Outside of the EU right of withdrawal (where applicable), items do not qualify for returns or refunds except under the following conditions:

  • Damaged Products: If the item arrives with significant damage (e.g., broken jaw rivet, snapped straps, cracks, or tears) that occurred during shipping or was present upon arrival.
  • Incorrect Product: If the wrong item is received, such as a different mask or bandana colour than ordered.

In the event of damage or incorrect products, please contact reeltimereplicas@gmail.com within 14 days of receiving your order to arrange a return or exchange.

3. Exchanges

Exchanges are possible under the following circumstances:

  • Significant Fault: If there is a defect or fault with the item, all additional shipping costs for the replacement will be covered.
  • Change of Mind: If a change of mind occurs, an exchange for a different product is possible, but the customer is responsible for the return shipping as well as additional shipping fees for the new item.

To initiate an exchange, please contact reeltimereplicas@gmail.com within 14 days of receiving your order.

4. Return Shipping

All return or exchange items must be sent back in their original packaging, along with proof of purchase. If the item is returned due to a fault or error on our part, return shipping costs will be covered. For exchanges or returns due to a change of mind, the customer is responsible for all shipping costs.

5. How to Request a Return or Exchange

To request a return or exchange, please email reeltimereplicas@gmail.com with the following details:

  • Order number
  • Description of the issue
  • Photos of the damage (if applicable)

After reviewing your request, further instructions will be provided. You may also initiate a return directly through your customer account.

6. Important Notes

  • Custom Fees: Any import or customs fees incurred by international customers are the responsibility of the buyer and are not eligible for reimbursement.
  • Timing: Due to the custom nature of these products, exchanges or replacements may take time to fulfil. An estimated timeline will be provided based on the current production schedule.