Refund policy

We offer a voluntary 30-day return policy, allowing you to request a return within 30 days of receiving your item. For returns under this additional offer, items must be unused, in their original condition and packaging, with proof of purchase.

This additional offer does not limit your statutory rights. Different conditions apply to statutory cancellation and to goods that are faulty, damaged or not as described, as explained below.

To start a return, you can contact us at roleplaying.supplies@gmail.com. We’ll provide the return address and instructions.

Please contact roleplaying.supplies@gmail.com before sending a return so we can provide the return address and instructions. For change-of-mind returns, you are responsible for the direct cost of return postage. For items that are faulty, damaged or incorrect, we will cover reasonable return postage costs or arrange a prepaid return method. Contacting us helps us process your return but does not make your statutory rights conditional on our approval.

You can always contact us for any return question at roleplaying.supplies@gmail.com.

Damages and issues

Please inspect your order when it arrives and contact roleplaying.supplies@gmail.com as soon as reasonably possible if an item is faulty, damaged, incorrect or not as described. Photos can help us assess the issue, but are not a condition of your statutory rights.

We will provide the remedy required by applicable consumer law and cover reasonable return costs where goods are faulty, damaged or incorrect. Your rights are not lost simply because you did not report an issue immediately.

Exceptions / personalised items

The statutory change-of-mind cancellation right does not normally apply to goods made to your specifications or clearly personalised, such as a genuinely customised player miniature. These items are also excluded from our voluntary 30-day change-of-mind return offer.

Standard catalogue miniatures printed after an order is placed are not treated as personalised solely because they are printed to order. Sale items retain the same statutory rights as full-price items.

These exceptions do not affect your rights where goods are faulty, damaged or not as described.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

This exchange process does not affect your statutory entitlement to a repair, replacement or refund for faulty or misdescribed goods.

 

UK statutory cancellation rights

For most goods purchased online, you may cancel without giving a reason by notifying us within 14 days after receiving your goods. You then have a further 14 days after notifying us to send them back.

You may inspect goods as you would in a shop. Original packaging is not a condition of this statutory right, although we ask you to pack returns securely. We may deduct an amount for loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning, where the law permits.

You are responsible for the direct cost of return postage for change-of-mind cancellations. The personalised-goods exception above may apply.

Refunds

For statutory change-of-mind cancellations, we will refund you within 14 days after receiving the returned goods or evidence that you have sent them back, whichever is earlier. We may withhold the refund until then, unless we have offered to collect the goods.

We will refund the purchase price and the cost of our least expensive standard outbound delivery option. Any extra cost for an upgraded delivery service is not refundable under this cancellation right. Any lawful deduction for excessive handling will be explained to you.

Refunds will use the original payment method unless you expressly agree otherwise, and you will not incur a refund fee.

For returns under our additional voluntary 30-day offer, we will assess the returned goods against that offer’s conditions and issue any refund due within 14 days of receiving them.

For faulty, damaged or incorrect goods, we will provide the remedy required by applicable consumer law. Where you are entitled to a refund, we will issue it without undue delay and within 14 days of agreeing that you are entitled to it.

Your bank or payment provider may take additional time to display the refund. For questions, contact roleplaying.supplies@gmail.com.