Refunds and Returns Policy

This Refunds and Returns Policy explains how Hidden Gems Escape Room Props handles returns, refunds, exchanges, cancellations, damaged items, defective items, and custom build orders.

Because many items sold by Hidden Gems Escape Room Props may be custom-built, made-to-order, electronic, fabricated, 3D printed, or project-specific, return eligibility may vary depending on the type of product or service purchased.

1. General Return Policy

Ready-made catalog products may be eligible for return within 14 days of delivery, provided the item is unused, undamaged, complete, and returned in its original condition and packaging.

To request a return, customers must contact Hidden Gems Escape Room Props before sending any item back. Returns sent without prior approval may not be accepted.

2. Items That Are Not Eligible for Return

The following items are generally not eligible for return or refund unless they arrive damaged, defective, or otherwise covered by applicable law:

• Custom builds
• Made-to-order products
• Personalized or modified products
• Custom-coded electronics or controllers
• 3D printed custom parts
• Fabricated or altered props
• Digital files, design files, source code, or project files
• Design, development, consultation, or project labor already performed
• Items damaged by misuse, improper installation, modification, or normal wear and tear

3. Custom Builds and Made-to-Order Work

Custom builds and made-to-order work are created specifically for the customer’s project, room, request, measurements, design, theme, or intended use. For that reason, custom builds and made-to-order items are generally final sale once work has begun.

If a custom project is canceled after design, sourcing, coding, fabrication, 3D printing, assembly, testing, or other work has started, any refund may be reduced by the cost of labor, materials, parts, design time, payment processing fees, and other expenses already incurred.

Deposits, if used for a custom project, may be non-refundable unless otherwise stated in writing.

4. Return Condition Requirements

Returned items must be unused, unmodified, undamaged, complete, and in original or secure packaging. Items must include all parts, accessories, instructions, hardware, wiring, components, and other materials originally included with the product.

Hidden Gems Escape Room Props reserves the right to deny a return or reduce a refund if the returned item is incomplete, damaged, altered, used, improperly packaged, or not returned in acceptable condition.

5. Return Shipping

Unless the return is due to an approved damaged, defective, or incorrect item claim, customers are responsible for return shipping costs.

Customers are responsible for securely packaging returned items. Hidden Gems Escape Room Props is not responsible for items damaged or lost during return shipping.

For higher-value items, customers are encouraged to use tracking and shipping insurance.

6. Refund Method

Approved refunds will generally be issued to the original payment method when possible. Processing times may vary depending on the payment provider, bank, or card issuer.

Original shipping charges may be non-refundable unless the return is due to an approved damaged, defective, or incorrect item claim.

7. Exchanges

Exchanges may be available for eligible ready-made products if the requested replacement item is available. Exchanges are not guaranteed and may depend on inventory, product type, and item condition.

Custom builds, made-to-order products, modified items, and project-specific work are generally not eligible for exchange.

8. Damaged Items

If an item arrives damaged, contact Hidden Gems Escape Room Props as soon as possible. Please keep the item, original packaging, shipping materials, and shipping label until the issue is resolved.

Photos of the damaged item, package, shipping label, and packaging materials may be required to evaluate the claim or file a shipping carrier claim.

Depending on the situation, resolution may include repair guidance, replacement parts, replacement of the item, a refund, or another reasonable solution.

9. Defective Items

If you believe an item is defective, contact Hidden Gems Escape Room Props with a description of the issue, photos or video if helpful, and your order information.

A product will not be considered defective due to damage caused by misuse, improper installation, modification, incorrect wiring, improper power supply, exposure to unsuitable conditions, normal wear and tear, or use outside the intended purpose.

10. Incorrect Items

If you receive an incorrect item, contact Hidden Gems Escape Room Props as soon as possible with your order information and photos of what was received.

If an incorrect item was shipped by mistake, Hidden Gems Escape Room Props will work with you to correct the issue.

11. Cancellations

Ready-made product orders may be canceled if the cancellation request is received before the order has shipped.

Custom builds and made-to-order products may not be cancelable once materials have been ordered, design work has begun, coding has started, fabrication has started, 3D printing has started, or assembly/testing has begun.

If cancellation is approved after work has started, the refund may be reduced by labor, materials, payment processing fees, and other costs already incurred.

12. Digital Files, Code, and Design Work

Digital files, source code, design files, project plans, diagrams, 3D model files, and similar digital or design work are generally non-refundable once delivered, shared, or work has begun, unless otherwise agreed in writing.

13. Final Sale Items

Items marked as final sale, clearance, discontinued, custom, modified, personalized, or made-to-order may not be eligible for return, refund, or exchange unless they arrive damaged, defective, or incorrect.

14. How to Request a Return or Refund

To request a return, refund, exchange, cancellation, or damaged item review, contact Hidden Gems Escape Room Props at:

hgescaperoom@gmail.com

Please include:

• Your name
• Your email address
• Order number, if available
• Product name or project name
• Reason for the request
• Photos or videos, if the item is damaged, defective, or incorrect

15. Review and Approval

Submission of a return or refund request does not guarantee approval. Hidden Gems Escape Room Props will review the request and respond with next steps.

If a return is approved, return instructions will be provided. Items must be returned according to those instructions to remain eligible for refund or exchange.

16. Sales Tax on Refunds

If a refund is approved for an order that included sales tax, applicable sales tax may be refunded according to the original transaction and applicable tax rules. Virginia Tax guidance states that when a dealer accepts a returned item for refund or credit, the dealer should refund or credit the customer the sales tax paid on that item. :contentReference[oaicite:1]{index=1}

17. Policy Updates

Hidden Gems Escape Room Props may update this Refunds and Returns Policy from time to time. Updates will be posted on this page with a revised “Last updated” date.