REFUNDS

We here at Dark Veil Studios understand that not all purchases are equal. We hope you are happy with your purchase but sometimes a product does need to be refunded. Since we deliver a final product we are limited to the scope of what can and cannot be refunded. 

To refund an order we require the item returned to exchange. This is not always possible with some remote delivery locations, and in some rare instances, we will require proof of damage, theft, or manufacturing fault in order to make an exchange.

THEFT

We do not offer a replacement to any order stolen by the courier or consignee. Contact the local authorities and courier in relation to your stolen goods. In the case that the customer has proof of theft we will deliver a refund or replacement to the customer. Unfortunately we cannot just take someone's word for theft and need some form of proof. We will strive in these rare instances to do the right thing as best to our abilities in the situation.

Damaged Products

We require photo or video evidence undistorted of the damaged product upon delivery (within 5 days of post mark delivery), we will replace or refund the products free of charge.

We do not take any responsibility for replacing or refunding damaged products that are damaged due to the actions of the purchaser, their acquaintances, and (or) their pet(s). We will not replace damaged products that are beyond the 5 days of post mark delivery. We will not replace damaged products that are from a 3rd party seller or distributor such as Amazon or eBay. A customer should directly communicate with the 3rd party seller for a replacement or refund.

We consider a damaged product as follows:

  • A manufacturing damage or fault including manufacturing damage during shipping process

  • Differing from the advertised quality (not the content of the product)

We reserve the right to evaluate claims on a case-by-case basis. If we believe a claim is falsified we may require additional proof. If the claim is made from an international location we will treat it as if it is a domestic claim with all rules and laws applied. 

Refunds may take 1-2 weeks to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

RETURN SHIPPING

In the case where a request for refund is not due to damage, all shipping costs associated with the return are borne by the customer.

Once the product is received and verified, in the same condition it was purchased, then a return will be made.

"I CHANGED MY MIND"

Change of Mind refunds (Also known as the buyer’s remorse cooling off period) for all Dark Veil Studios products and affiliated brands is 3 days from the initial purchase. This timeline allows us to reverse most large or international packages before they are shipped. Any shipped package related to this type of refund must come in the form of writing and the customer bears all shipping return costs.  We do not grant "I changed my mind" requests for Kickstarter, third-party, or distribution purchases not directly made through Dark Veil Studios purchase locations. Consult these vendors when requesting refunds. For Convention sales we only allow "I changed my mind" requests on a case by case basis and do not grant refunds to exclusive items part of a special run, trade show exclusive raffle, or other unique situation without special circumstances. 

BOOKS & PDFS

Books and PDFs are not generally subject to export or import restrictions, however, it is up to the customer to pay any local taxes or customs duties if charged. We do not have control over this. We try and calculate the best we can for providing our products to everyone across the globe but countries change their taxes and duties often. Know your country and the costs before purchasing. 

Physical orders can be cancelled and refunded before they are shipped, but if the product includes downloadable content, that you have downloaded, the cost of the PDF version will be deducted from the value of the refund.

PRODUCT RECALLS

In the case that an item is defective or faulty, we may request to have an item returned to us. When this is requested, all returns must be resent within 7 days of the return request. All returned items must be in new and unused condition, with all original tags and labels attached. A shipping and tracking number will also be required upon return delivery and will need to be sent to the support team. If this is required, our Team will send the appropriate return addresses and details to you.

Privacy

You will be asked for information that is relevant to your return and refund or to satisfy legislative requirement. If you do not provide this information, then we may be unable to process your return. When returning merchandise with proof of purchase, you will be asked for your order information and personal order information as authorization of the return transaction. Dark Veil Studios will record your name and the form of identification provided, which may be accessed by authorized Dark Veil Studios team members for fraud protection activities. Information collected will be securely stored in accordance with Dark Veil Studios Privacy Policy.

QUESTIONS

If you have any questions concerning our return policy, please contact us at: people@darkveilstudio.com

Please also see our Terms & Conditions for more details.