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Refund and Return Policy

Overview

Due to the specifics of the activities, we cannot offer you a refund or exchange. A reservation made means a commitment by customers to show up at the set date and time. What we sell it’s not a digital or physical product, it’s an experience.

For products, to be eligible for a return, your item must be unused and in the same condition as when you received it. It must also be in the original packaging.

Several types of goods are exempt from return. Perishable goods such as food, flowers, newspapers or magazines, products that are intimate or sanitary goods, hazardous materials, flammable liquids or gases, gift cards, downloadable software products, health and personal care items cannot be returned.

A receipt or proof of purchase is generally required to complete a return.

There are certain situations where partial refunds are given:
– we can offer you a full refund or a rescheduling if you have made a reservation and paid for it, but for reasons beyond the control of the customer the experience is no longer possible at that time or date.

For other products the following terms apply:
Not subject to return or refund:
– Any item that is not in its original condition, damaged or missing parts due to reasons not due to our error.
– Any item more than 30 days from delivery.

Refunds
Once your return is received and inspected, we will email you to let you know we have received the returned item. We will also notify you if your refund is approved or declined.

If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original payment method, in a certain number of days.

Late or missing refunds
If you haven’t received a refund yet, please check your bank account again first. Then contact the banking company that issued the credit card, it may take some time for the refund to happen. There is often some processing time before a refund is posted.

If you have done all of this and still have not received your refund, please contact us at contact[at]escapereality.ro.

Sale Items
Only regular priced items can be refunded. Sale items cannot be refunded.

Exchanges
Exchanges cannot be made.

Gifts
If the item was marked as a gift when purchased and shipped directly to the gift recipient, you will receive a gift credit for the value of the return, if applicable. Once the returned item is received, you will be sent a gift certificate.

If the item was not marked as a gift upon purchase, or the person who received the gift received the order to give it to you gift later, we’ll send a refund to the gift giver and they’ll know about your return.

Shipping & Return

You will be responsible for paying your own shipping costs for returning the item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it takes for the exchanged product to reach your destination may vary.

If you are returning more expensive items, we recommend using a tracked shipping service or purchasing shipping insurance. We do not guarantee that we will receive the returned item.

For help or additional information, please contact us.