Returns & Mispack Policy
We will gladly exchange your product for the same model (subject to availability), send you a missing part, or give you a refund for the full amount of the merchandise including taxes. Shipping charges and service charges are not refundable.
Before issuing a missing parts claim, please check the full order.
You may once* issue a missing items/parts claim within 30 calendar days of your package being delivered, subject to the terms & exceptions below. Extended claims are approved for physical purchases upon proof of purchase (subject to availability).
ISSUE A MISSING ITEMS/PARTS CLAIM:
To issue a missing part claim contact us: [email protected]
We will need:
- photograph of the received items or miniature that is missing parts,
- problem description,
- complete personal data (name, address, country, e-mail, and phone number)
- your order number.
If for example, you are missing a part of a miniature, send us the photograph of the miniature so that we can tell which part is missing and send you the correct one.
You may return & refund any item you purchased on https://eldfall-chronicles.com/shop/ within 14 calendar days of your package being delivered, subject to the terms & exceptions below. Shipping charges and service charges are not refundable. Return charges are paid by the sender. **
ISSUE A REFUND/RETURN:
To return a product, contact us: [email protected]
We will need:
- send us a photograph of any relevant parts/items,
- proof of purchase or your order number,
- complete personal data (name, address, country, e-mail, and phone number),
- refund reason.
Terms & Exceptions:
Stock is sometimes limited. This is why we encourage you to contact us as within a month, or as soon as you receive your parcel, so that we can guarantee you a replacement. If you contact us outside the allotted month, we may not be able to provide missing parts/items, however we will do our best to provide satisfaction.
*You are entitled to receive free-of-charge replacement parts once per order, shipping included. However, before issuing a claim, please check the full order after you receive it and contract us with the full report. If you notice an extra part is missing from the same order after we already sent you a replacement, shipping charges will be billed to you.
**A return authorization is required for any exchange or refund. Any product shipped to us without a return authorization will be returned to the sender address. Once you obtain a return authorization from us, we will provide you with a return shipping label. You are responsible to securely pack the product and all the original contents. We strongly recommend that you use the original packaging, if available.
Returns of intentionally damaged items are void.