Refund policy

**Except where applicable law requires otherwise, we do not accept change-of-mind returns or refunds. Refunds under our voluntary policy are available only for items that arrive damaged, where the damage is reported within 30 days of delivery and sufficient supporting evidence is provided.**

### Report damage within 30 days

Email [contact@crawlingzombie.com](mailto:contact@crawlingzombie.com) within 30 days of delivery. Include your order number, a description of the damage, and clear photos or video showing the damage. Photos of the packaging and shipping label may also help establish what happened. Keep the item and packaging where practical until we provide instructions.

### Evidence and assessment

We need sufficient evidence to reasonably verify the damage and connect it to your order. We may request additional relevant information or an inspection where necessary. We assess the evidence reasonably and will explain our decision. Contact us if a particular form of evidence is unavailable so we can discuss suitable alternatives.

### No change-of-mind refunds

We do not offer voluntary refunds because you changed your mind or no longer want the item. Claims made more than 30 days after delivery are outside our voluntary damage-refund policy. These limits do not apply where mandatory consumer law provides a remedy.

### Return instructions and refunds

Contact us before returning an item so we can provide the correct address and instructions. Do not send it to the parcel's sender address unless we confirm that address. We will explain any return arrangements and cover reasonable return costs where required by applicable law.

Approved refunds are processed promptly to the original payment method unless another method is agreed or required by law. Your bank or payment provider controls when the funds appear in your account.

### Mandatory consumer rights

This policy does not exclude or limit rights that cannot lawfully be excluded, including remedies for faulty, incorrectly supplied, materially misdescribed or undelivered goods. These rights may continue beyond 30 days. Where applicable consumer law requires a repair, replacement, refund or other remedy, we will provide it. You do not need to purchase an optional warranty or shipping protection to exercise your statutory rights. Any mandatory cancellation or cooling-off rights remain unaffected.