Refund and Returns Policy

As a UK company, except where otherwise stated, all sales are conducted under the relevant UK legislation. Updated 8th August 2026.

If you change your mind

If you change your mind prior to dispatch, email contact@epigram.games to cancel your order for a full refund if we receive your email in time to do so.

If you are in the UK and change your mind after dispatch and the item you receive is not damaged, you have 14 days to return the item to the returns address listed on the label and email proof of postage to contact@epigram.games. Upon receipt of the item in good, saleable condition, we will provide a full refund within 14 days.

For international customers, or UK customers after 14 days, you may contact us in the same way to return any item, up to six months after purchase. Upon receipt of the item in good, saleable condition, we will provide a refund of the price paid less shipping and any payment processing fees.

If you return part of an order, any refund of shipping costs will be proportional to the cost of the item compared to the physical parts of the order.

If we paid any fees, tariffs, duties or other charges on your behalf, we are unable to refund these after dispatch except where required by law.

When you purchase a digital product, you waive your right to a 14 day cancellation period in exchange for the ability to download the product immediately. As a result we cannot accept cancellations or returns on digital products. If you order a product that includes both digital and physical components and you cancel your order, the price of the digital component will be subtracted from any refund due. If the digital component is not sold separately, any refund will be reduced by 50% of the pre-VAT price.

Custom orders are unable to be cancelled or returned except in exceptional circumstances. Custom products will be clearly marked on their product pages.

We may be able to accept returns of items in good, saleable condition at events and shows. Please email contact@epigram.games to arrange this.

If something isn’t right

If your item hasn’t arrived, please first check your tracking information. Allow 21 calendar days from your dispatch date before getting in touch. Postal delays are outside of our control, and despite advertising, most postal services are not guaranteed to arrive in the stated time period.

If it still hasn’t arrived after 21 days, email contact@epigram.games and we will offer a full refund or replacement at our discretion. Please be aware that for international items, we may be required to wait up to 90 days (although often it’s clear significantly before then).

If your item arrives damaged or if the wrong items arrive, email contact@epigram.games with photos of the entire item including packaging, making sure to include photos of any damage to the packaging. We will offer a full refund or replacement at our discretion.

International orders

We cannot control tax and customs laws, and the customer is responsible for all duties, taxes and fees levied by their government or postal service over and above the cost of postage. Some countries allow us to pre-pay tariffs and we will attempt to do so, but we cannot guarantee pre-payment will prevent your government or postal service from levying additional fees, tariffs, taxes or duties.

We cannot lie on customs forms to change or reduce the amount listed.

Parcels returned to sender

If we receive a parcel returned to sender because it could not be delivered, or because duties are unpaid, we will endeavour to contact you to ask what you would like us to do.

We may be able to offer to resend the package, at cost, which will have to be paid by paypal invoice. Alternatively, we may refund the price of the order (minus shipping costs and any fees incurred) at our discretion.

If we are unable to contact you for six months after the date of us becoming aware of the return, we will close the case and dispose of the item.

If an item is returned and you have not provided us with notice of cancellation, or if the item is returned and is not in saleable condition, we will not provide a refund and the item will be disposed of as per our discretion.

Conclusion

If there’s anything wrong, please email us as soon as it’s apparent at contact@epigram.games and we’ll do our best to sort it out.