Cancellation policy
Last updated: July 2026.
1. Why this policy exists
Most items sold on boardgamehell.com are pre-orders or print-on-demand (POD) products. Unlike stocked retail goods, these items are not sitting in a warehouse waiting to be shipped — your payment goes directly toward commissioning the print run, materials, and production of your specific order. Because of this, we are not able to offer the same cancellation and refund terms as a store selling ready-made inventory.
By placing an order, you acknowledge and agree to the terms below.
2. Free cancellation window
You may cancel any order free of charge, for any reason, within 48 hours of placing it, or until production/the print run begins — whichever comes first. Cancellations made in this window will be refunded in full to your original payment method.
To cancel within this window, contact us at admin@boardgamehell.com with your order number.
3. After production has started
Once an order has entered production (i.e., after the free cancellation window above has closed):
- Orders cannot be cancelled, because materials and production costs have already been committed.
- We do not issue cash refunds for change-of-mind, ordering the wrong item, or no longer wanting the product.
- If you're unable to receive your order for any reason, or wish to withdraw after this point, we will issue store credit for the full value of your order instead.
4. Store credit terms
- Store credit is issued to the email address on your order and does not expire for 2 years from the date of issue (or per the minimum required by your local law, if longer).
- Store credit can be used on any future purchase from boardgamehell.com and applied to part or all of an order.
- Store credit has no cash value and cannot be redeemed for cash, except where required by law (see Section 6).
5. Defective, damaged, or incorrect items
Regardless of the above, if your order arrives damaged, defective, or different from what you ordered, you are entitled to a free replacement or a full refund to your original payment method, at your choice. This section is not affected by any other part of this policy. Contact us at admin@boardgamehell.com with photos of the issue within 14 days of delivery.
6. Additional rights for customers in the EU, UK, and EEA
If you are ordering from the European Union, United Kingdom, Norway, or Iceland, you have a statutory legal right to cancel most online purchases within 14 days of receiving your order, without giving a reason, and to receive an actual refund to your original payment method — not store credit — under the EU Consumer Rights Directive (2011/83/EU) and the UK Consumer Contracts Regulations 2013.
This legal right applies to standard pre-order items (even though they are made to order for you, they are not personalized to your individual specification). It does not apply to items that are genuinely custom-made to your own specifications — for example, prints with your own custom artwork, personalized text/names, or components you individually selected — where EU/UK law recognizes an exception for made-to-measure/personalized goods.
If you qualify under this section and wish to exercise this right:
- Contact us at admin@boardgamehell.com within 14 days of delivery (or, for pre-orders not yet delivered, at any point before delivery).
- We will refund you in full, including standard delivery costs, within 14 days of receiving your cancellation notice, using your original payment method.
- We may ask you to return any physical goods already received; you may be responsible for return postage costs unless we state otherwise at checkout.
If you're in the EU/UK/EEA and unsure whether your specific item qualifies as "personalized," contact us before ordering and we'll confirm.
6.1 Alternative Refund options
We might offer you store credits exceeding your order total as a refund. Then it’s your choice whether to accept this or receive a refund to your original payment method.
7. Order changes
Need to change your order (size, edition, shipping address, etc.) rather than cancel it? Contact us as soon as possible at admin@boardgamehell.com — we're often able to accommodate changes prior to production even outside the free cancellation window, at our discretion.
8. Contact us
For questions about this policy or an existing order, please contact admin@boardgamehell.com.