We recommend customers make themselves familiar with these terms as you will be required to click to accept them and confirm you have read them, before placing your order. The terms on this page apply to customers in the UK. For customers outside the UK, please refer to the international section of our shipping and checkout page.
Unwanted item return terms
Customers are welcome to change their minds and return items purchased from Dungeonland as long as the following criteria are met:
- Dungeonland is notified within fourteen days of the delivery date to yourself.
- The item is returned within fourteen days of Dungeonland being notified.
- The item is in its original unopened condition and still shrink wrapped or sealed (where appropriate).
- No digital download was included.*
Should Dungeonland believe that a return item is not in its original condition we reserve the right to amend and reduce the refund amount appropriately. Return postage for unwanted items will be covered by the buyer. Dungeonland will refund the original price of the item (adjusted for any discounts used) along with the original postage if the item was shipped on its own, or we will simply refund the original price of the item if it was shipped along with other items.
*Dungeonland includes digital download PDF files with some of its physical products. These are delivered immediately ready for download as soon as payment is completed. By making a purchase of a physical product with a digital download you give your consent to waive the 14-day cooling-off period that applies to our other products. Items that include PDF downloads are not returnable and are non-refundable and cannot be exchanged after purchase. If you would prefer to keep your 14-day cooling off period please
contact us before you make a purchase and wait for us to respond. We can remove the digital download PDF from the item listing and supply it to you after 14 days have elapsed.
How to make an unwanted item return
Please click the 'Make a Return' button below and fill out the form to let us know we are expecting your return. We will need to collate some information about your delivery including your order number, tracking number, and the date the order was placed.
Item not received
In the UK, Royal Mail Parcelforce will make three attempts to deliver your item. If the deliveries fail it will be held at your local depot. For more information about getting your parcel redelivered refer to our Shipping & Checkout information. If you believe Parcelforce have lost your parcel please contact us as soon as possible. We will assist in chasing this up and should the parcel be confirmed as lost then a refund will be processed on your behalf.
If your parcel delivery has been rejected or returned to us for some other reason you will need to contact us to have the parcel reshipped. You will be required to make a new postage payment should this happen. Please note, we will not attempt to contact you as we have already provided tracking information and updates via both your phone and e-mail address through Parcelforce, so the information is already available to tell you where your parcel is. If your parcel has been returned to us and we have no contact from you we will hold your item for a period of time at our discretion and if there is still no contact a refund will be processed. Dungeonland is within its rights to charge return postage back to you on an unwanted return or rejected delivery and so your refund will include all the items purchased in the order but will exclude the postage. This total may be adjusted if any digital content was supplied (refer to our unwanted item return information above).
If your parcel is still in transit we may ask you for extra patience during some periods like holiday seasons, or exceptional circumstances, like Brexit or Covid-19, or in areas where Royal Mail advises there are service delays present. We will only refund a parcel as missing once Royal Mail confirm to us this is the case.
Faulty item return terms
Faulty or damaged items may be returned as long as we are notified within fourteen days of the items delivery date to yourself. We will require the following information to process your return:
- Your order number and date
- Your tracking number
- The item being returned
- Brief explanation of the fault / damage
- Photographs including:
- pictures of the fault / damage to the item
- any damage / dents to the parcel the item was delivered in
- the courier label on the outer packaging
Dungeonland will pay the cost of the return if the item is faulty or mis-described; or because you have a legal right to do so as a result of something we have done wrong. For UK customers we will arrange a Royal Mail collection from your door. Should you be outside of the UK, or reject our courier and wish to choose your own shipping method to return the item, then this will be at your own expense.
Once your return is approved we will offer you either:
- a refund for the price you paid for the item (including any applicable outward delivery costs if the item was shipped on its own) by the method you used for payment. We do not refund postage if the item was part of a combined order or if the shipment was sent outside of the UK.
- a partial refund wherein you can keep the non-mint item.
We do not offer exchanges for items as we are only legally obliged to cover your original outward shipping cost and your return inward shipping cost back to us. We do not cover the cost of a third set of shipping for a replacement. You are of course, welcome to purchase another copy of the item at your own discretion, if it is still available and you would like to do so.
Photographs are essential for us to claim in an event of damage and claims of damage will be rejected if the advised photographs are not included in the claim.
On occasion Dungeonland may receive damaged stock from suppliers it is unable to return. These may be sold on our website and where they are will be clearly marked as new (with dinks) with a discount added. These items are exempt from being returned faulty due to already having existing damage advertised on them.
How to make a faulty item return
Please click the 'Make a Return' button below and fill out the form to let us know we are expecting your return.
There are then two options you can use to return your item. You can either -
- Package the parcel up with a copy of your original invoice and wait for the Royal Mail collection (they will bring their own label). If the item was shipped to you on its own, we will refund the item and postage in full. If the item was shipped along with other items, we will refund the item in full only.
Or alternatively if you do not wish to use our choice of courier:
- Package the parcel up with a copy of your original invoice and ship it back yourself using your own courier that you pay for yourself. If the item was shipped to you on its own, we will refund the item and original shipping postage in full. If the item was shipped along with other items, we will refund the item in full only. No return postage will be refunded.
When will I receive my refund?
We are legally obliged to refund your item within fourteen days of receiving it, however, Dungeonland will typically refund an item within a day or so of receiving it back. Refunds will be processed by Dungeonland after the returned item has been inspected. Customers should note that in the case of credit and debit card refunds our card processor advises that refunds will take approximately five to ten working days to complete.
Any discounts applied to the order will be reverse applied. All refunds will be reimbursed to the person that Dungeonland sold the item to and by the original payment method used.
My order contains a digital download
Dungeonland includes digital download PDF files for a number of publishers with some of its physical products. These are delivered immediately ready for download as soon as payment is completed. By making a purchase of a physical product with a digital download you give your consent to waive the 14-day cooling-off period that applies to our other products. These means that unwanted item returns are not available wherein a PDF was included in the purchase.
PDF downloads are not returnable and non-refundable and cannot be exchanged after purchase.
If you would prefer to keep your 14-day cooling-off period please contact us and wait for us to respond before purchasing your items. We will remove the PDF from the item listing and supply it to you after the 14 days have elapsed. This allows you to keep your 14-day cooling off period in place on your purchase.
Action Figure & Collectibles Policy
All our items are brand new but may still be subject to receiving minor wear to the outer packaging during their international shipment in to us. Customers that wish to collect 'mint packaging' items should consider this as we do not offer a guarantee that all collectibles and action figures will be received in mint packaging. Some minor wear is always possible. We also do not guarantee against minor scratching or paint application flaws to items that may sometimes occur during production.
In general, we do not accept any of the following as a reason for a faulty return.
- Minor paint application flaws.
- Scuffs, scratches or creases to the outer packaging.
- Indentations to blisters and bubble carded items.
- Movement of the item or an accessory within the packaging.
Customers are of course, welcome to return a product as unwanted as long as it meets the unwanted return criteria specified previously above on this page.
