Returns & Refunds Policy

1. Overview

This Returns & Refunds Policy applies to purchases made through the Academy Gaming LLC merchandise store at merch.academygaming.org.

Many items are made to order or fulfilled through production partners. Because of that, returns are limited and are generally available only when an item arrives damaged, defective, or incorrect.

2. Return Eligibility

A return, replacement, or refund may be available if:

• The item arrives damaged.
• The item has a manufacturing defect.
• The wrong item, size, color, or design was sent.
• The order cannot be fulfilled and no acceptable alternative is available.

3. Items That Are Generally Not Returnable

Unless required by law or unless the item is damaged, defective, or incorrect, the following are generally not eligible for return or refund:

• Made-to-order merchandise returned due to size preference, fit preference, color preference, or buyer’s remorse.
• Personalized or custom products.
• Gift cards or digital items.
• Sale, clearance, promotional, or final-sale items.
• Items damaged after delivery due to misuse, improper care, or normal wear.
• Orders shipped to an incorrect address provided by the customer.

4. How to Start a Claim

If an item arrives damaged, defective, or incorrect, contact [email protected] within 7 days of delivery.

Include:

• Order number.
• Name and email used for the order.
• A clear description of the issue.
• Photos of the item, packaging, shipping label, and any visible defect or damage.

Claims submitted without enough information may be delayed or denied.

5. Review and Resolution

After a claim is received, it will be reviewed with the available order details, product information, and production/fulfillment records. If approved, the resolution may include a replacement, refund, partial refund, or other reasonable correction depending on the issue.

Physical returns may not always be required. If an item must be returned, instructions will be provided.

6. Refund Timing

Approved refunds are issued to the original payment method when possible. After a refund is processed, it may take several business days for the payment provider, card issuer, or bank to post the refund.

Refunds may be denied if the issue is not supported by evidence, is outside the claim window, or does not meet this policy.

7. Exchanges

Direct exchanges are not generally available. For made-to-order merchandise, a replacement may be provided only when the original item is damaged, defective, or incorrect.

If the wrong size or color was ordered, a new order may be required unless applicable law provides otherwise.

8. Order Cancellations

Because items may enter production quickly, order cancellations are not guaranteed. If you need to request a cancellation, contact us as soon as possible. Once production or fulfillment has started, the order may no longer be cancellable.

9. Shipping Issues

If tracking shows a package is delayed, lost, or damaged in transit, contact us and the carrier promptly. Resolution may depend on the carrier’s investigation, tracking status, delivery confirmation, and production partner requirements.

Customers are responsible for entering accurate shipping information. Orders delivered to an address provided incorrectly at checkout may not qualify for refund or replacement.

10. Product Care and Normal Wear

Damage caused by improper washing, drying, handling, storage, or normal wear is not considered a product defect. Follow any care instructions included with the item or listed on the product page.

11. Legal Rights

This policy does not limit any non-waivable rights you may have under applicable consumer-protection laws. Where the law gives you greater rights than this policy, the law will control.

12. Contact

For return, refund, replacement, or shipping-issue questions, contact [email protected].