Refund policy

All Sales Are Final

All sales at Darkhold Games are final. We do not accept returns or exchanges, and paid orders cannot be cancelled, except as described below.

Exceptions: Damaged, Defective or Wrong Items

We will replace or refund an item only if:

• it was damaged during delivery,
• it is defective, or
• we sent the wrong item.

Claims must be made within 24 hours of receipt of delivery. Email onlinesales@darkholdgames.com with your order number and photos of the item and packaging, and keep all packaging until your claim is resolved. A wrong item must be unopened, unused and in its original packaging.

Sealed products are sold as-is. The contents of sealed product are not grounds for a refund.

Preorders

• Preorders are final once paid and cannot be cancelled or changed to a different item.
• Release dates are set by the publisher and may change. A delay is not grounds for a refund.
• An invoice is not a reservation. A preorder or early request is not reserved or guaranteed until it is paid in full. Receiving an invoice does not hold an item for you; the item is reserved only once the invoice is paid and becomes a completed order. An order counts as paid once your payment is successfully authorized, whether at checkout or through an invoice. Unpaid invoices may be cancelled after their payment deadline and the item released to other customers.
• Choosing "pay in store" at checkout also does not reserve a limited preorder item. Unpaid orders may be cancelled and released to other customers.
• If we cannot fill your preorder, for example because the publisher or distributor reduces our allocation, we will release the payment hold for the unfilled amount, so you are never charged for it. If payment was already collected, we will refund the unfilled amount in full, as your choice of a refund to your original payment method or store credit.
• Purchase limits per customer and per household apply. Orders that exceed a limit, including through multiple accounts, may be reduced or cancelled and refunded.
• Orders placed for items that were not offered for sale to you, including through unauthorized or shared private links, are not valid orders and will be cancelled and refunded. Invoice links and special order pages are for the person they were sent to and may not be shared.

Events and Tickets

Refunds. Event registrations and tickets are non-refundable. We will make an exception for a medical emergency or military duty. Approved exceptions are issued as store credit, or, with documentation, you may request a refund to your original payment method instead.

What a registration includes. A registration reserves your seat at the event. It is not a purchase of the booster packs, prerelease kits or other product used to play in the event. That product is provided to players who attend.

Cancellations and no-shows. If you cancel or do not attend, you are not entitled to the product that would have been used for your seat. We may give your seat, and the product that goes with it, to another player.

Events we cancel. If we cancel an event, we will release your payment hold, or refund your registration if payment was already collected.

Order Cancellations by Darkhold Games

We may cancel an order if an item is unavailable, a preorder allocation is reduced, a purchase limit is exceeded, or the order was placed during a pricing or stock error. If payment has not been collected, the hold is released and you are not charged; if it has, we will refund it.

Non-Refundable Items

• Gift cards
• Downloadable products

If Your Claim Qualifies

Returning the item

Please contact us before sending anything back, and do not send your purchase back to the manufacturer. We require a receipt or proof of purchase. Once approved, mail the item to:
Darkhold Games, 111 North Barron Street, Eaton OH 45320, United States

If we sent the wrong item or it arrived damaged, we will cover return shipping. If you are shipping an item over $75, please use a trackable shipping service or purchase shipping insurance. We cannot guarantee that we will receive your returned item.

Refunds

Once your return is received and inspected, we will email you to confirm we received it and whether your refund is approved. Approved refunds are applied to your original payment method, or as store credit if you prefer. Depending on your bank, it may take 5–10 business days to appear.

Authorization holds and duplicate-looking charges

For many orders, including tickets and preorders, we place an authorization hold at checkout and collect the payment once your order is ready or confirmed. If we cancel an order before collecting payment, the hold is released and nothing is charged.

If you see what looks like a duplicate charge, please check with your bank before filing a dispute. It may be a temporary authorization hold rather than a real charge. Banks sometimes show the hold and the final charge separately for a few days. The hold is not collected and will drop off on its own, usually within a few business days.

Late or missing refunds

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next contact your bank, as there is often some processing time before a refund is posted. If you've done all of this and still have not received your refund, contact us at onlinesales@darkholdgames.com.

Exchanges

We replace items only if they are damaged, defective or the wrong item. To arrange a replacement, email onlinesales@darkholdgames.com.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, an approved claim will be issued as store credit. If the item wasn't marked as a gift, or the gift giver had the order shipped to themselves, the original purchaser will need to authorize the claim.

Contact

onlinesales@darkholdgames.com
Darkhold Games, 111 North Barron Street, Eaton OH 45320