Refund Policy

1. 30-Day Return Window

At Velvet Luden, we respect that the decision to acquire a premium board game is a significant one. Consequently, we offer a strict but fair 30-day return window. You may initiate a return for any item within 30 calendar days from the date of confirmed delivery. The item must be securely repacked in equivalent protective material to prevent damage on its return journey.

2. Eligibility and Item Condition

Due to the critical necessity of component completeness in strategy gaming, we exclusively accept returns for games that are completely unopened, with the original manufacturer shrink-wrap entirely intact. Once the seal is broken, the game is no longer considered mint and cannot be returned for a standard refund, barring manufacturing defects.

3. Return Shipping Costs

If the return is due to a change of mind, the patron is responsible for all return shipping expenditures. We strongly advise utilizing a tracked and fully insured courier service, as we cannot issue refunds for items that are damaged or lost during return transit. If the return is due to an error on our part (e.g., dispatch of an incorrect title), Velvet Luden will absorb all return logistics costs.

4. Missing or Damaged Components Protocol

We understand the profound frustration of opening a highly anticipated game to discover a missing wooden meeple or a misprinted card. If you encounter this, do not initiate a full return. Instead, contact us immediately with photographic evidence. We leverage our direct relationships with publishers to procure and dispatch replacement components directly to you, swiftly and free of charge.

5. Refund Processing Timeline

Upon the safe arrival and inspection of your returned artifact at our London facility, we will immediately initiate the refund process. Please allow 5 to 10 working days for the financial transaction to clear through your payment provider and reflect on your original method of payment.

6. Exchanges for Defective Items

If a game arrives catastrophically damaged due to transit trauma (e.g., severe box crushing that breaches internal components), we will arrange a complete exchange for a pristine copy. We will issue a return label for the damaged item and dispatch the replacement utilizing expedited courier services to minimize your wait time.

7. Non-Returnable Items

Gift cards, downloadable digital rulebooks, and specifically commissioned custom game inserts are strictly non-returnable and non-refundable.

8. How to Initiate a Return

To commence a return protocol, please navigate to our Contact page or send an email directly to support@velvetluden.com, citing your precise order number and the reason for return. Our support staff will furnish you with a Return Authorization Number (RAN) and precise shipping instructions.