Refund & Returns Policy

1. Your right to cancel (UK/EU consumers)

If you are a consumer based in the UK or the EU, you have a statutory right to cancel most distance-sale contracts within 14 days of receiving the goods, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) or the equivalent national implementation of the EU Consumer Rights Directive.

2. Digital Goods (codes, licences)

By placing an Order for a Digital Good you expressly request immediate performance and acknowledge that, except where required by applicable law, you lose the right to cancel once the code has been revealed or delivered. Where a code is invalid, has already been redeemed, or is otherwise defective, contact [email protected] within 14 days of delivery with the code and any error message; we will provide a working replacement where possible or, if not, refund to your Store Credit.

3. Faulty, mis-described or incorrect goods

If goods you receive are faulty on arrival, have been mis-described, or are different from what you ordered, please notify us within 14 days of delivery. We will arrange a free return and provide, at your choice (where applicable), a replacement, a repair, or a refund of the full amount paid (including the original outbound shipping cost). For consumers in the UK, the remedies available under the Consumer Rights Act 2015 are not affected by this policy.

4. Items excluded from the 14-day cancellation right

The statutory cancellation right does not apply to the following categories of Order:

• Digital Goods once the code or licence has been revealed or delivered, as set out in clause 2.
• Goods that have been unsealed where the seal is necessary for hygiene reasons.
• Goods made to your specification or clearly personalised.
• Sealed audio or video recordings or sealed computer software once those goods are unsealed after delivery.

5. Refunds outside the cancellation window

After the 14-day statutory window, returns are at our discretion and require prior approval. Where we approve a return, the refund is issued as Store Credit and may be subject to a restocking fee of up to 15% to cover handling, inspection and repackaging. We may decline returns of items that are no longer in saleable condition, have been activated, or have lost material value since delivery.

6. Cryptocurrency refunds and exchange-rate risk

Where we agree to refund in Cryptocurrency to an external wallet (rather than as Store Credit), the refund is processed as a fresh outbound transaction and is subject to: (a) the spot exchange rate at the moment we send it, which may differ from the rate at which you paid; (b) the network fee applicable to the chosen asset and network at that time; and (c) confirmation by the receiving blockchain. We are not responsible for any difference in value between the amount you paid and the amount you receive that is caused by exchange-rate movement or network fees.

7. Manufacturer warranties

Most Physical Goods carry the standard manufacturer warranty for the territory in which the model was originally produced or imported. Once the cancellation and consumer-rights windows have expired, warranty service is in the first instance arranged through the manufacturer or its authorised service centre. We will provide reasonable assistance in arranging warranty service; please contact us with the Order number and a description of the issue.

8. How to start a return

Open the relevant Order in your /account/orders page and select "Start a return", or email [email protected] with the Order number and a description of the issue. For damage on arrival, please include photographs of the packaging and the item. We will respond within one business day with a return label (where we are paying for shipping) or with the return address (where you are paying).

9. Lost or stolen shipments

Risk of loss passes to you on delivery, as set out in the Terms of Service. If a tracked shipment is not delivered or is marked as delivered but you did not receive it, contact us within 7 days so we can open a claim with the carrier. We will replace or refund the Order once the claim is resolved in your favour, or sooner where the circumstances warrant.

10. Fraud and abuse

Where there is reasonable evidence that a return is part of fraud or abuse — for example, a return shipped from a different country than the original delivery address, returns claimed for items still in the customer's possession, or coordinated refund-cycling across Accounts — we may decline the refund, suspend the Account and refer the matter to law-enforcement.

11. Contact

Questions about this Policy can be sent to [email protected].