Refund policy
Making adjustments or canceling your order before it has shipped
If you need a change made to your order you should contact the seller as soon as possible after placing the order to try to have them adjust or cancel it before the order has shipped. Usually there is at least a 12-hour window after the order is placed to try to adjust some items, ask to combine shipping costs from multiple orders to the same seller or to cancel your order in its entirety. However, there is no guarantee that you will be able to reach the seller before the order has shipped.
Refunding delivered products
If you would like to return any merchandise after receiving it, for any reason, simply contact the seller within 48 hours of receipt. Once you are given approval for the return, return the merchandise in the same condition it was sent, and they will refund your purchase price, less the shipping charges. If the return is being made due to a mistake on the seller’s part, the seller is responsible for sending the buyer a pre-paid, trackable parcel to return the merchandise.
Refunding Missing Orders
If your order has not arrived by the estimated delivery date, you should contact the seller by accessing your Order History and selecting the “Contact Seller” button next to the associated order.
To be eligible for a refund on a missing order you must:
- Contact the seller after the estimated delivery date has passed to request a refund
- Reach out no later than 30 calendar days after the estimated delivery date
Once you reach out to the seller, they have 2 business days (Monday - Friday, excluding holidays) to respond to your request. If you do not receive a response after 2 business days, you can escalate to Wargame Trader Customer Service (support@wargametrader.com) for assistance in resolution.
Wargame Trader Customer Service may step in to help resolve issues if:
- A seller has not responded to the buyer in the required timeframe
- A seller and buyer can not reach a resolution on an issue
- There is no valid tracking information available
- A seller provides valid tracking and tracking status shows a delivered status
Products listed under pre-sale status are excluded from this policy until after the release date and they are marked as shipped with an estimated delivery date applied.
Counterfeit Claims
It’s essential that the items you’re receiving through the Wargame Trader Marketplace are genuine. As players and collectors ourselves, we want everyone to enjoy their favorite games without worry. You are always 100% protected by our Wargame Trader Safeguard. When you work with our customer service team, we’ll ensure you receive a full refund for any counterfeit items.
If you feel you may have received a counterfeit item from an order through Wargame Trader, contact our dedicated customer service by emailing support@wargametrader.com to report it. When messaging our team, make sure to provide us with the order details for the suspected counterfeit and images of the item. We will work with you and and seller to resolve the issue.
Escalated issue with a seller
At Wargame Trader you can shop knowing that you are protected from any issue where your order has not arrived or is not as described. Please see our Wargame Trader Safeguard for further details. If during the course of your communication with the Seller you feel that you would like Wargame Trader to be involved in helping resolve the issue, you can send an email to our Customer Service Team. We will make every effort to ensure you are satisfied with your shopping experience. Wargame Trader customer service has the final say on all refunds and exchanges.