Refund & Return Policy

1. The short version

• ✦Digital products — once the files have been delivered, the sale is final. If a file is missing, corrupted, or not what you bought, we will fix it or refund you.
• ✦Physical products — you have 30 days from delivery to return most items for a refund if they are unused and undamaged, in their original packaging.
• ✦Made-to-order and custom items — printed books, produced miniatures, canvas maps, and commissioned work are not returnable unless they arrive damaged or faulty.
• ✦Orders can be cancelled before they are fulfilled. Contact us as soon as possible.
• ✦Refunds go back to the original payment method.

2. Digital products

Digital items — PDFs, VTT adaptations, map packs, and similar files — are delivered through your account and/or a download link as soon as payment clears. Because the files cannot be returned, digital purchases are not refundable once they have been downloaded or accessed.

If a file will not open, the download link fails, or you received the wrong product, email joe@sagaverse.co within 14 days of purchase with your order number. We will send a working file or, if we cannot fix it, refund the purchase.

3. Physical products

Most physical items can be returned within 30 days of delivery. To be eligible, the item must be unused, undamaged, and sent back in its original packaging with any included components.

Email us first at joe@sagaverse.co with your order number so we can confirm the return and give you the correct address. Please do not ship an item back before contacting us — an unannounced return may be refused.

• ✦Return shipping is paid by you unless we shipped the wrong item or the item was faulty.
• ✦Once the return arrives and is inspected, we refund the product price to your original payment method. Please allow 5–10 business days for the refund to appear.
• ✦Original shipping charges are refunded only when the whole order is returned because the item was faulty, damaged, or not what you ordered.

4. Items that cannot be returned

• ✦Print-on-demand and made-to-order books, where each copy is produced for your order.
• ✦3D-printed miniatures and resin pieces produced to order.
• ✦Canvas battle maps and other printed map products produced to order.
• ✦Personalized or custom-commissioned items and custom GM kit builds.
• ✦Gift cards, event tickets, and digital downloads after delivery.

5. Damaged, faulty, or wrong items

Please check your delivery as soon as it arrives. If something is damaged in transit or is not what you ordered, email joe@sagaverse.co within 7 days of delivery with your order number and photographs of the item and its packaging.

We replace damaged and faulty items free of charge: the replacement itself costs you nothing, and we only ask you to cover the shipping on it. The same applies to an item that arrives incomplete or is not what you ordered. If we cannot replace it — for example it is out of stock — we refund it. This is in addition to your statutory consumer rights.

6. Cancelling an order

You can cancel an order that has not yet been fulfilled or shipped by emailing us. If it has already been produced or dispatched, our returns process applies instead, and made-to-order items cannot be cancelled once production has started.

Digital orders can be cancelled while they are still processing; once the files have been delivered the digital policy in section 2 applies.

7. Custom work and deposits

Custom services — book printing, VTT conversion, miniature production, GM kit builds, publishing pipelines — are quoted in writing and billed by invoice. Quotes are valid for 30 days.

A deposit becomes non-refundable once production, sculpting, layout, or conversion work has begun, because the work cannot be resold. Any work completed up to the point of cancellation is billable. Milestone or final payments already invoiced for completed stages are non-refundable.

If we are unable to complete work we have accepted and been paid for, we will refund the balance for the unfinished portion.

8. Live events

Some event registrations and tickets are sold through third-party event platforms. Those purchases are refunded according to that platform's policy — contact us and we will help you work through it.

For event sessions you paid Sagaverse Studios directly, let us know at least 7 days before the session if you can no longer attend and we will refund that session. Cancellations inside 7 days are usually not refundable because seats and tables are already committed, but write to us — if we can fill the seat, we will refund it. If we cancel a session, you are refunded in full.

9. How to start a return or claim

Email joe@sagaverse.co with your order or invoice number, what you are returning or claiming, and the reason. We will reply with the next step — usually a return address, or a replacement. Keep the item and its packaging until we confirm how to proceed.

10. Your legal rights

This policy explains our own store terms. It does not replace or limit any right you have under consumer law, including remedies for goods that are faulty, not as described, or never delivered.