Refund policy

Return and Refund Policy

Standard returns and exchanges
You may request a return or exchange within 14 days after your item is delivered. For a standard return, the item must be unused, in its original condition and packaging, and accompanied by proof of purchase.

To request a return or exchange, email service@npcdice.com with your order number and the item concerned. Please wait for our return instructions before sending anything back. If your request is accepted, we will provide the appropriate return address and instructions. Sending an item to an address without first contacting us may delay its processing.

For standard returns, customers are responsible for return shipping costs unless the item is damaged, defective, or incorrect, or applicable law requires otherwise. Where permitted by law, a 10% restocking fee will be deducted from an approved standard-return refund. This fee does not apply when a customer exercises a statutory right of withdrawal.

Damaged, defective, or incorrect items
Please inspect your order when it arrives. If an item is damaged, defective, or incorrect, email service@npcdice.com as soon as possible with your order number and photos, if available. We will review the issue and arrange an appropriate resolution in accordance with applicable law.

Custom and personalized items
Custom, made-to-order, and personalized items may not qualify for a standard change-of-mind return or exchange. Some may also be exempt from a statutory right of withdrawal where applicable law allows. If you are unsure about an item, contact service@npcdice.com before purchasing. This does not affect your rights if an item is damaged, defective, or incorrect.

Exchanges
To request an exchange, contact service@npcdice.com within 14 days after delivery. Exchanges are subject to item eligibility and availability. We will confirm the available options and provide instructions.

EU right of withdrawal
If you are a consumer in the European Union and your purchase is covered by the statutory right of withdrawal, you may withdraw from the purchase without giving a reason within 14 days after the last item in your order is delivered. You may notify us of your decision by emailing service@npcdice.com with your name and order details. You may also exercise this right before delivery.

After notifying us, please follow the return instructions we provide. You may be responsible for the direct cost of returning the goods if we informed you of that cost before purchase, unless applicable law requires otherwise. We do not charge a restocking fee for an EU statutory withdrawal. You may be responsible for any loss in value resulting from handling the goods beyond what is necessary to establish their nature, characteristics, and functioning. Legal exceptions may apply, including to certain goods made to a customer’s specifications or clearly personalized.

For an eligible withdrawal, we will refund payments as required by applicable law, including the cost of standard outbound delivery where required. We will make the refund within the legally required period and may withhold it until we receive the goods back or you provide evidence that you have sent them back, where the law permits. We will use the original payment method unless you expressly agree otherwise.

Refunds for standard returns
Once we receive and inspect a standard return, we will let you know whether the refund is approved. Approved refunds will be issued to the original payment method, less any applicable restocking fee, where permitted by law. We aim to process approved standard-return refunds within 10 business days. Your payment provider may take additional time to post the funds. If more than 15 business days have passed since we approved your standard-return refund, please contact service@npcdice.com.