REFUND POLICY

Refund Policy

Effective Date: [17/12/24]

At [Hearthside Games], we strive to provide high-quality products and excellent customer service. This Refund Policy outlines the conditions under which refunds, replacements, or returns may be issued for purchases made through our website or during pre-orders.

1. Physical Products

1.1 Eligibility for Returns
We accept returns of unopened and undamaged physical products within 30 days of delivery. To qualify for a return:

• The item must be in its original condition, including all packaging and seals intact.

• Proof of purchase (e.g., order confirmation or receipt) must be provided.

1.2 Non-Returnable Items
We cannot accept returns for the following:

• Opened card packs or decks.

• Damaged items due to misuse or negligence.

• Items marked as final sale, clearance, or promotional exclusives.

1.3 Return Shipping

• Customers are responsible for the cost of return shipping unless the item was defective or incorrect upon delivery.

• Refunds for approved returns will be issued once the item is received and inspected.

2. Digital Products

2.1 No Refunds on Digital Goods
All digital products, including downloadable content, digital card packs, or art, are non-refundable once purchased.

3. Kickstarter or Pre-Order Refunds

3.1 Refunds for Pre-Orders
Refund requests for pre-orders (e.g., through Kickstarter or direct sales) must be submitted before the production or shipping phase begins. After this phase, refunds may not be possible.

• Refund requests before fulfillment begins will be processed in full.

• No refunds for exclusive or limited-edition items once production has started.

3.2 Defective or Missing Items from Pre-Orders
If your order arrives damaged, defective, or incomplete, contact us within 14 days of delivery with proof (e.g., photos of the damage or missing items). We will issue a replacement or partial refund as appropriate.

4. Damaged or Defective Items

4.1 Reporting Issues
If an item arrives damaged or defective, contact us within 14 days of delivery at [Insert Contact Email]. Include:

• A description of the issue.

• Photos of the damage.

• Proof of purchase.

4.2 Resolution Options
For defective or damaged items, we may offer:

• A replacement of the same item (subject to availability).

• A refund (partial or full, depending on the situation).

5. Processing Refunds

5.1 Refund Timeline
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 5–10 business days. Refunds will be issued to the original payment method.

5.2 Exceptions
Refunds may be denied if:

• The item is returned outside the stated timeframe.

• The item is not in its original condition or is missing components.

6. Contact Us

For questions or assistance with returns and refunds, contact us at:

• Email: [admin@hearthsidegames.com]

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