Refund policy

Last updated: November 2025

Thank you for supporting GameHatch and The Fall of Kingdoms.

Because we are a small independent publisher working with limited-run products, our return and refund policy is designed to be fair while protecting our ability to continue creating high-quality games.

 

1. Return Window & Eligibility

We accept return requests within 30 days of the delivery date.

To be eligible for a return, all items must be:

  • In brand-new, unopened, unused condition

  • In the original packaging, including shrink wrap, inserts, and components

  • Free of wear, damage, or signs of use

  • Accompanied by proof of purchase (order number, receipt, or email confirmation)

Opened games, used components, damaged boxes, and products with missing parts cannot be returned.

This includes items opened for “inspection,” even if unplayed.

To start a return, email us at support@gamehatch.com.

Items sent back without prior approval will not be accepted.

 

2. Return Shipping Costs

Unless the return is due to an error on our part (e.g., wrong item shipped), the customer is responsible for:

  • All return shipping costs

  • Any customs fees associated with the return

  • Ensuring the package is securely packed for transit

Return shipping fees are non-refundable.

 

 

3. Non-Returnable Items

For safety, regulatory, or product-integrity reasons, the following cannot be returned:

  • Opened games or opened expansions

  • Kickstarter exclusives or limited-edition items

  • Digital products

  • Gift cards

  • Items marked as Final Sale

  • Products damaged through use, handling, or storage

  • Items purchased through third-party retailers

 

4. Damaged, Defective, or Missing Items

If your order arrives damaged or incorrect, you must notify us within 7 days of the delivery date.

To process your claim, you must provide:

  • Clear photos of the damaged item

  • Photos of all packaging (outer box + inner protection)

  • A photo of the shipping label

  • A brief description of the issue

Failure to provide documentation within the 7-day window may limit or void eligibility. 

Claims submitted after 7 days from the delivery date cannot be guaranteed for approval.

Important notes:

  • Damage caused by shipping carriers, customs inspection, or customer handling is not covered

  • Minor cosmetic box dents or scuffs that do not affect gameplay are not eligible for replacement

  • Replacement parts depend on stock availability

  • We reserve the right to refuse replacements or refunds if abusive or fraudulent claims are suspected

 

5. Wrong Item Received

If we shipped the wrong product, we will cover all costs to correct the order.

The incorrect item must remain unopened and in original condition.

 

6. Exchanges

We do not offer direct exchanges.

If you want a different item, you may request a return (if eligible) and place a new order once the return is approved.

 

7. EU Customers – 14-Day Cooling Off Period

If your order is delivered to a country within the European Union, you have the right to cancel your purchase within 14 days for any reason.

However:

  • The item must remain unopened, unused, and in original packaging

  • You must cover return shipping costs

  • Kickstarter or pre-order products shipped from outside the EU may not qualify under certain exemptions

We reserve all rights permitted under EU consumer regulations.

 

8. Refunds

Once we receive and inspect your return:

  • We will notify you whether the refund is approved or denied

  • Approved refunds will be issued to your original payment method within 10 business days

  • Shipping fees are non-refundable

  • Customs fees or taxes paid to your local government are non-refundable

Your bank or payment provider may take additional time to process the refund.

If more than 15 business days have passed after refund approval, please contact us at support@gamehatch.com.

 

9. Returns Due to Incorrect Address, Refusal, or Unclaimed Packages

If a package is returned to us because it was:

  • Unclaimed

  • Refused

  • Delivered to an incorrect address entered by the customer

  • Undeliverable due to customer error

The customer must pay:

  • A re-delivery shipping fee, and

  • Any return-to-sender or customs charges billed to GameHatch

Original shipping fees will not be refunded.

 

10. Final Sale Items

The following items are final sale and non-refundable:

  • Kickstarter items

  • Limited edition items

  • Pre-order bonuses

  • Promotional items

  • Items marked as “Final Sale” on the product page

  • Mystery packs or special edition cards

  • Digital products

  • Gift cards

 

11. Contact Us

For all return or refund questions:

Email: support@gamehatch.com

Return Address:
GameHatch Designs Inc.
422 Richards Street, Unit 170
Vancouver, BC V6B 2Z4
Canada