Mail can be a fickle thing which is why our refund and returns policy lasts 30 days from dispatch. Eg, from the date on the postage. That way the clock isn’t ticking while it’s on its way to the post office!
However there are some conditions that we have before getting to the refund stage.
- If the item has been used then we can’t accept it back.
Pretty much anything that has wear or tear, marks and /or stains, missing parts (including the organza/velvet pouch) will not be able to be returned for a refund or exchange.
We don’t have the overheads to be able to absorb writing off used goods and we are pretty sure that used goods would not be high on anyone’s list when shopping for dice or accessories.
If you’ve used it and just change your mind then maybe think about donating it or gifting it forward. Pretty sure either recipient would be grateful.
- Downloadable items are not eligible for a refund.
These are non-tangible assets that you download, like the campaign books that you print yourself. These are unable to be refunded as no physical product has been sent to you, you’ve got (unlimited!) access to a downloadable file instead. If you’re having a problem with one of the files (eg: its not opening or you’re getting an error trying to download) then get in contact with us as it might be a snarl up on the hosing server that we need to sort out so you can download until your hearts content!
- Sale items are not able to be returned.
These are already reduced end of line/old stock to get them moving so that newer items can take their place, what you see is what you get (like with everything!).
- If 30 days have passed since dispatch, we can’t offer you a full refund or exchange.
Like most stores, if you’ve had it for that long then it can’t have been that bad that you need to return it. Again, gifting it forward to either a charity store or a fellow ttrpg player will make someones day.
- Postage back to us is not included.
This means that if a return has been agreed then you will need to pay for the return postage.
To explain the reasoning, the postage you pay when ordering literally just covers the fee from the post office (an in the case of some international orders, it doesn’t cover all of it!) the actual protection for the items like the mailer and bubble wrap, even the gift bag are absorbed by us. Small businesses in general just don’t have the overheads to be able to cover things like this while keeping their items reasonably priced, compared to larger companies that have Purchasing Power (eg: making and spending so much money they can get discounts on literally everything) enabling them to offer free postage and returns as it costs them pittance compared to the profits they make.
In short, small businesses realistically can’t afford to pay for return postage, and while we appreciate you shopping with us, we would also hope that you understand the dilemma that may of us face.
- Postage paid on the original order is also not refundable.
As the postage originally paid was for a service to be provided (get the item from us to you) which was completed, this is unable to be refunded.
For example if you paid £9.99 for a dice set and £4 for international shipping, the £9.99 would be refunded, the £4 would not be.
However, if the amount that was actually paid for postage by us was over £4 we will not be deducting the remaining expense. So if postage actually cost £4.99 we would not deduct any more from you to cover the extra 99p.
- Contact us first for agreement before sending anything back to us.
Any returns need to be agreed first, a set of dice being sent back because the colour doesn’t go with your new character is unlikely to be accepted, but also just sending it back to us without contacting us for agreement isn’t going to have the desired effect you want either. To do this, tell us what the reason is for you wanting to return it and images showing the item in question. This was if there is something clearly used then we can say no at this point without you spending money on postage for us to just say no later!
If we do agree to a return, we need to know what is coming from where and when to expect it so that we can get prepared.
Things can get lost in the post and knowing that we were expecting something to arrive means that we can alert you if it doesn’t so you can make a claim (if your courier of choice has the option) for the missing item.
Also, funds need to be available. Thats not to say that we don’t prepare but until a small business becomes a medium or large one, most revenue is pumped straight back into the business (for me this would be into resin, pigments and inclusions for example, which is used to make many of the handmade items) if we know that something is coming back in advance then we know that some funds are not able to be used and can process a refund promptly.
If we have agreed to accept a return, you may want to consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item so these options might give you some piece of mind that it gets to us and/or give you the ability to claim if it gets lost.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your refund.
- If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card/debit card/or original method of payment, within a certain amount of days (depending on the swiftness of your bank to process refunds).
- If the item appears to be used, we will email you to let you know why we are refusing a refund (see ‘item has been used’ section at the top for a non-exhaustive list). You will then have two options:
1- You have the option to leave it with us, in which case we will donate it to a charity store in the Crewe area.
2- Or you can pay the postage to have it returned to you.
While the paying of postage again may seem unfair, it is to prevent unscrupulous people from trying to claim on used items while sending us pictures of the item when they first got it.
Late or missing refunds
If you haven’t received your refund when you expected it to, double check that we have accepted your return.
If we have, then double check the last communication from us. We might be waiting on further instructions from you to be able to do anything.
If we have let you know that the refund has been approved and processed, but nothing has arrived, get in contact with your bank. While there is often some processing time before a refund is posted (so eager to take your money but not so keen on giving it back!) we are unable to see the progress of it once it has left us. There may be hold up if your bank is trigger happy on flagging what it thinks are fraudulent transactions (not so helpful) or it may hold it for a length of time while it performs money laundering checks (also not so helpful).
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org and let us know exactly what your bank said so we can see if our side can do anything to move along the reason they gave.
We only replace items if they are damaged upon arrival. If you need to exchange it for a replacement, send us an email at email@example.com with photos so we can check out what happened and get the ball rolling for sending out a new one.
Need more help?
Contact us at firstname.lastname@example.org for questions related to refunds and returns. Just put ‘refund question’ in the title so we know that you need some assistance!