General Returns:
If you decide that you no longer want an item you've purchased, you may return it within 5 days of receipt, provided it remains in its original condition—boxed and sealed. Please note that you will be responsible for covering the shipping costs associated with returning the item. Upon receipt and verification of the item's condition, we will process your refund. This verification is essential to ensure the product is returned as sold.
Returns have the following restock fees:
Regular Returns: 10% Restock Fee
Return that is unsealed: 45% Restock Fee unless customer pays for return shipping.
Returns that have items missing: Return denied, buyer will pay shipping to have items sent back
Damaged Items:
If you receive an item that is damaged, please contact us within 48 hours of delivery. We require photographic evidence to help expedite the claim. If we have a replacement available, we will send it to you and provide a return shipping label for the damaged item. Additionally, we will require you to sign a document to proceed with the replacement process. This helps us manage our inventory and ensure we can continue to provide quality service to all customers.
Special Order Items:
Special Order items sales are Final. Refunds will not be issued for these products once we have purchased them and/or sent them out. Please see our Special Order FAQ for more info. Some exclusions apply.
Order Issues:
If an item is missing from your order, or if a delivery status shows as completed but you have not received your package, please contact us within five calendar days so we can assist in resolving the issue. To help us address the situation, we kindly ask that you provide evidence of the missing items or misdelivery, such as a letter from your Postmaster confirming the misdelivery or a photo of the package as it was opened.
Delays from Carriers or Suppliers:
We do not issue refunds solely due to delays caused by carriers or suppliers. If an item is confirmed as lost by the carrier or is delayed by more than 21 days, we will initiate a refund process. Please refer to our Backorder/Preorder/Special Order FAQ for specific policies related to supplier delays.
Return to Sender Policy
If an order is returned to us due to an incorrect or undeliverable address, we will reach out to confirm an updated address. The shipment will be attempted one more time at customer's expense. Please reply within three business days to our email about the returned item to confirm your new address.
If the item is returned to sender again or if there is no response within the three-day period, the order will be canceled, and a 10% restocking fee will be deducted from the refund.
Refund Processing Time:
Please allow 2-7 business days for refunds to be processed once we have confirmed the eligibility for a refund. We appreciate your patience as we work to handle your request as quickly as possible.
Foreign Sales of Games Workshop:
Wargame Portal strictly adheres to regional sale locks imposed by Games Workshop. Any attempts to circumvent these restrictions for Games Workshop purchases, such as using third-party shipping services or international warehouses, will result in the immediate cancellation of your order. In such cases, the customer will be blacklisted from future purchases. We do not support or assist with any efforts to bypass regional limitations or customs processes.
For example, if a customer has their order shipped to a U.S. warehouse to have it shipped to their country, we will not provide any assistance to you, or whatever agent that emails us on your behalf. No refunds or exchanges will be honored for such orders. No exceptions.
By purchasing from Wargame Portal, you agree to these terms and acknowledge that it is your responsibility to comply with local laws and regulations.
Contact Us:
For any returns or refunds, please contact our returns department at returns@wargameportal.com. We are here to assist you and ensure your experience with Wargame Portal meets your expectations.