At Roll32, we want you to be completely satisfied with your hand-painted tabletop miniatures. If for any reason you are not, please review our policy below for returns and refunds.
1. Notice of Return & Eligibility Window: To initiate a return and ensure a smooth refund process, you must notify us of your intent to return an item within 14 calendar days of receiving your order. You can use the “Contact Us” button on the website or send an email to support@roll32.com with the order number and a description of what happened to your order. Once you have provided this notice, you will then have a total of 30 calendar days from the date you received your order for the returned item to be shipped back to us.
To be eligible for a return, the item must be unused, undamaged, and unaltered, remaining in the same condition as it was received. Proof of purchase is required and will be requested after your intent to return is sent.
2. Refund Amount: Upon the return of the item and verification of its condition, you will be refunded 100% of the item’s purchase price. Please note that the original shipping costs incurred during the initial purchase are non-refundable.
3. Return Shipment Costs: Customers are responsible for paying the shipping costs for returning any items. Exceptions to this include returns due to an error on our part, such as:
- The wrong item being sent.
- Significant damage upon arrival not caused by shipping.
- Colors completely mismatching your order (e.g., you ordered blue, and received green).
In such cases of our error, Roll32 will cover the return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance for all returns, as we cannot guarantee that we will receive your returned item.
4. How to Initiate a Return: To initiate a return, please contact us at support@roll32.com with your order number and the reason for the return. We will then provide you with detailed instructions on how to proceed with your return.
5. Refund Processing: Once your returned item is received and inspected, we will send you an email to confirm its receipt and notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of business days (typically 5-10).
6. Non-Returnable Items: Certain types of items may be exempt from being returned (e.g., gift cards or digital products, if applicable). Any such exceptions will be clearly noted on the respective product page.
