Refund policy

Our Returns Policy

If you’re looking to return or exchange your order for whatever reason, we’re here to help! Should there be anything at fault with your order we offer free returns within 30 days of purchase. You can return your product for store credit, a different product, or a refund to the original payment method.

Please note the following exceptions to our return and refund policy:

Below are some examples of common exceptions: 

  • Discounted items are final and cannot be returned or exchanged.
  • Returned items must have tags still on and be returned in original packaging.
  • Returned items must have no visible signs of wear or use.
  • We unfortunately do not cover shipping due to change of mind.

To initiate a return, please complete the following steps:

  • Contact us below, stating your order number, which products you would like to return and reasoning.
  • Should the return be eligible we will send a pre paid shipping label. Print the prepaid return shipping label that you will receive by email.
  • Send all items back to us using the label provided.
  • Refund/Exchange will be provided once the item has arrived back to us (please allow up to 14 working days for this to happen)

Cancellation Policy

Orders are eligible for cancellation for up to four hours after they have been placed.

Due to our quick shipment policy, requests to cancel made after this time has passed cannot be honoured.

If you wish to return the item to us once it has arrived you are welcome to do so.

Lost or Damaged Goods

Should items arrive in an unacceptable condition or not arrive in a timely manner please email us at ninetales@ninetalesgames.co.uk outlining the issue and with pictures if possible. We will look into this for you within 24 hours.