1. Policy Overview
At SkullTronix, we understand that investing in professional animatronics is a significant decision for your attraction or venue. Our refund and return policy is designed to provide you with confidence in your purchase while maintaining fairness for both parties.
- 30-day return window for standard products
- Comprehensive warranty coverage on all animatronics
- Dedicated support team for return assistance
- Fair and transparent refund process
This policy applies to all purchases made through our website, phone orders, and authorized dealers. Please read this policy carefully before making a purchase.
2. Return Eligibility & Timeframes
2.1 Standard Product Returns
Standard catalog animatronics may be returned within 30 days of delivery if they meet the following conditions:
- Product is in new, unused condition
- All original packaging is intact and undamaged
- All accessories, manuals, and components are included
- Product has not been modified or altered
- Return authorization (RMA) has been obtained
2.2 Non-Returnable Items
The following items cannot be returned for refund:
- Custom or personalized animatronics
- Special order items
- Clearance or “as-is” products
- Consumable items (fog fluid, replacement parts, etc.)
- Digital downloads or software licenses
- Products damaged due to misuse or negligence
2.3 Extended Return Periods
- Halloween Season (Sept-Oct): Returns accepted until November 15
- Christmas Products: Extended returns until January 31
- International Orders: 45-day return window
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30-Day Satisfaction Guarantee
We offer a 30-day satisfaction guarantee on all standard catalog animatronics. If you’re not completely satisfied with your purchase, contact us within 30 days for return options.
3. Custom Orders & Special Items
3.1 Custom Animatronic Orders
Due to the personalized nature of custom animatronics, these items are generally non-refundable. However, we offer:
- Design Approval Process: Multiple checkpoints for approval before production
- Progress Updates: Regular updates with photos/videos during production
- Quality Guarantee: Full warranty coverage for defects
- Modification Options: Minor adjustments possible before shipping
3.2 Cancellation of Custom Orders
Custom orders may be cancelled according to the following schedule:
- Within 48 hours: Full refund minus 5% processing fee
- Before production starts: 75% refund
- During production: 25-50% refund depending on completion stage
- After completion: No refund available
All custom orders require a signed agreement acknowledging the non-refundable nature of personalized products. Please review designs carefully before approval.
4. Warranties & Defective Products
4.1 Warranty Coverage
All SkullTronix animatronics come with comprehensive warranty protection:
- Standard Warranty: 1 year on all mechanical components
- Electronics Warranty: 2 years on control systems and motors
- Extended Warranty: Available for purchase up to 5 years
- Commercial Use: Full warranty coverage for professional venues
4.2 Defect Resolution Options
If you receive a defective product, we offer:
- Repair: Free repair with prepaid shipping both ways
- Replacement: New unit shipped immediately (expedited available)
- Refund: Full refund including original shipping costs
- Credit: Store credit with 10% bonus value
4.3 Reporting Defects
To report a defective product:
- Contact us within 48 hours of discovering the defect
- Provide photos/videos of the issue
- Include order number and serial number
- Describe when and how the defect occurred
Our technical team is available to troubleshoot issues before processing a return. Many issues can be resolved with simple adjustments or part replacements.
5. Refunds & Exchanges
5.1 Refund Processing Timeline
Once we receive and inspect your return:
- Inspection: 2-3 business days
- Approval Notification: Within 24 hours of inspection
- Refund Processing: 5-7 business days
- Bank Processing: Additional 3-5 business days
5.2 Refund Methods
Refunds are issued to the original payment method:
- Credit/Debit Cards: Credited to original card
- PayPal: Returned to PayPal account
- Wire Transfers: Bank transfer arranged
- Purchase Orders: Credit memo issued
- Store Credit: Available immediately with 10% bonus
5.3 Exchange Options
We offer flexible exchange options:
- Different model of equal or greater value
- Same model in different color/style
- Fast exchange program for defective items
- Price adjustments honored within 14 days
5.4 Partial Refunds & Restocking Fees
Partial refunds may apply for:
- Returns after 30 days (15% restocking fee)
- Missing accessories or documentation
- Products showing signs of use
- Damaged original packaging
Choose store credit instead of a refund and receive a 10% bonus! Store credits never expire and can be used for any future purchase.
5.5 Order Cancellations
Orders may be cancelled according to this schedule:
- Within 24 hours: Full refund, no fees
- 24-48 hours: Full refund minus 3% processing fee
- After 48 hours: Subject to restocking fees
- After shipping: Treated as a return
Section 14 - Contact Us
If you have questions about these Terms of Service or need legal assistance, please contact us:
Mailing Address:
SkullTronix
13810 FNB Parkway, Suite 100 Loading Dock
Omaha NE 68154
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Ready to Bring Your Vision to Life?
Our team of creators and engineers is here to help you create show-stopping entertainment that delivers playful dread, spooky delight, and immersive experiences for your audience.
