Refund policy

Damaged/Defective Items

If the item is Defective, Damaged or Missing parts etc. we do not charge you for return postage.

To start a return, you can contact us via your account at https://customers.afistfulofdice.co.uk If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. We do not accept Items sent back to us without first requesting a return.

You can always contact us for any return questions at shop@afistfulofdice.co.uk. please ensure you provide your order number and use the same email address that you ordered from (replying to the order confirmation email is the easiest way to do this!)

In Person Purchases (Change of Mind)

If you wish to return or exchange something that you bought in person, you have 30 days from purchase to do so.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with any tags, and in its original packaging.

Please bring it in to the shop, and we will assist you.

If you purchase was not linked to you Character Card or Account, we will need to see proof of purchase, either a receipt, or a screenshot showing the date and time of purchase from your online banking app, etc. so that we can locate the transaction.

Website Orders (Change of Mind)

You have 30 days after receiving your item to request a return, and we must receive your return within 14 days of day after we accept your return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with any tags, and in its original packaging. We are permitted to reduce the refund if the item is damaged by excessive handling or wear.

To start a return, you can contact us via your account at https://customers.afistfulofdice.co.uk If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. We do not accept Items sent back to us without first requesting a return.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund to your account.

Event Tickets

The Consumer Contract Regulations 2013 do not cover Event Tickets under Distance Selling, as we are not shipping a product to you.

Events may include products as part of the Event, failure to attend an event does not mean that you are entitled to that product - it is part of the Event itself.

If you wish to Cancel an event ticket you may do so by emailing us at shop@afistfulofdice.co.uk. Please include your order number in the email.

If you have contacted us at least 7 days before the day the event is due to start we will issue a refund, less any fees we have incurred from processing your payment.

If you email us between 7 days and 1 day before the event is due to start, we may be able to issue a refund if we are able to resell your ticket, or if you wish to transfer your ticket to another person we can do that, we will charge a fee of 10% of the ticket price for doing so.

If you contact us Less than 1 day before the day the event is due to start, we will be unable to issue a refund, but if you have someone who is able to take your place we can transfer your ticket to them, we will charge a fee of 10% of the ticket price for doing so.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items gift cards or event tickets unless as specified above.