Refund policy
We want you to love your purchase. If you have any questions, our team is happy to help.
We offer a 30-day return window from the date your order is delivered.
To be eligible for a return, your item must be in the same condition that you received it.
Due to the nature of our product, all board games must be returned sealed and unopened. We’re unable to accept returns for opened or played games unless the item is faulty, damaged, or incorrect.
To start a return, you can contact us at info@nomatterthedistance.com with your order details.
If your return is approved, we’ll provide instructions on how and where to send your package. Returns sent without prior approval will not be accepted.
Damages and issues
Please inspect your order as soon as it arrives and contact us within 7 days of delivery if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
If your game arrives with missing or damaged components, please contact us and we will arrange a replacement part or replacement game at no cost to you.
We want you to have the best experience with our game, and we’ll always work with you to resolve any issues quickly.
Exceptions / non-returnable items
Certain types of items cannot be returned, like opened or played games, or personalised products. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, unopened, and in its original packaging. You’ll also need the receipt or proof of purchase. If you exercise your right to cancel within the EU 14-day cooling-off period, we will refund the full order amount including standard delivery costs. Return shipping costs remain the responsibility of the customer unless the item is faulty or incorrect.
Returns
Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
Items must be returned in their original packaging and in protective outer packaging to prevent damage during transit. We are not responsible for items damaged in return shipping.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@nomatterthedistance.com.