Refund policy
Return & Refund Policy
Last updated: September 14, 2026
At Fright Lab, we want you to be happy with your purchase. If something is wrong with your order, please contact us and we’ll do our best to make it right.
Returns
We accept returns within 14 days of delivery.
To be eligible for a return, your item must be:
- unused and in the same condition in which you received it;
- returned with its original packaging and accessories; and
- accompanied by proof of purchase or your order number.
Items that show signs of wear, damage caused after delivery, or improper use may not be eligible for a refund.
To start a return, contact us at:
Please do not send an item back before contacting us first.
Return Shipping
Unless the item arrived damaged, defective, incorrect, or incomplete, the customer is responsible for return shipping costs.
Original shipping charges, if any, are non-refundable unless the return is due to an error on our part.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incorrect, or incomplete, please contact us as soon as possible.
Include:
- your order number;
- a description of the issue; and
- clear photos or videos showing the problem.
If we confirm the issue, we may offer a replacement, refund, or other appropriate solution at no additional cost to you.
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow several business days for the refund to appear in your account after it has been processed. Processing times may vary depending on your bank or payment provider.
Exchanges
We do not guarantee direct exchanges.
If you want a different mask or design, the easiest option may be to return the eligible item for a refund and place a new order.
If your item is defective or incorrect, contact us and we may arrange a replacement instead.
Order Cancellations
If you need to cancel or change an order, contact us as soon as possible at:
support@frightlab.store
We will try to accommodate your request, but we cannot guarantee changes or cancellations once an order has entered processing or has been shipped.
Non-Returnable Items
The following items may not be eligible for return:
- items that have been worn or used;
- items damaged after delivery;
- items missing original packaging or components;
- items returned more than 30 days after delivery; and
- items marked as final sale, where permitted by law.
This does not affect your rights if an item arrives damaged, defective, or incorrect.
Batteries
Fright Lab light-up masks require 2 AAA batteries unless otherwise stated on the product page.
Batteries are not included.
The absence of batteries is not considered a product defect when this information is disclosed on the product page.
Late or Missing Refunds
If you have been notified that a refund was issued but have not received it yet:
- check your bank or payment account again;
- contact your credit card company or payment provider; and
- allow for their normal processing time.
If you still have not received your refund after a reasonable period, contact us at:
Contact Us
For questions about returns, refunds, damaged items, or order issues, contact:
Fright Lab
Website: frightlab.store
Email: support@frightlab.store