At Firetap Games, we strive to provide high-quality products and reliable customer service. If your order arrives damaged, defective, incomplete, or incorrect, we will work to resolve the issue in accordance with the policy below.
Damaged, Defective, Missing, or Incorrect Items
Please inspect your order promptly upon arrival.
Claims relating to damaged, defective, missing, incomplete, or incorrect items must be reported within 14 days of delivery.
Please include:
- your order number
- a description of the issue
- photographs of the item and outer packaging
Where appropriate, Firetap Games may provide replacement parts or replacement products rather than requiring a full return.
Replacement requests apply only to issues present upon delivery or fulfilment errors. Damage caused after delivery, misuse, accidental damage, improper storage, modification, or normal wear and tear is not covered.
Minor cosmetic wear to outer packaging — including small scuffs, light creasing, or superficial marks — that does not constitute a material defect affecting the product contents, components, or playability does not qualify for a replacement or refund claim.
Typographical errors, errata, or textual inaccuracies in printed materials do not qualify as defects for the purposes of a replacement or refund claim. If any are identified, they will be addressed through errata and published on official channels such as the Firetap Games website and BoardGameGeek.
Claims submitted outside the reporting window will not qualify for investigation, replacement, or refund due to fulfilment partner and carrier claim limitations.
If replacement stock is unavailable, we may provide an alternative resolution such as a voucher or refund at our discretion.
Orders Purchased Through Third-Party Sellers
Products purchased through third-party retailers, marketplaces, resellers, auction platforms, or unauthorised sellers are not covered by direct Firetap Games replacement or support services.
Customers must contact the original seller or retailer they purchased from for assistance.
Lost or Delayed Shipments
All orders are shipped through our warehouse and fulfilment partner in China using international shipping carriers.
Delivery times vary depending on:
- destination country
- customs processing
- local carrier handling
- shipping weight and package size
If a shipment appears lost, delayed, or undelivered, we will first require a formal investigation to be completed with the shipping carrier or fulfilment partner before any replacement or refund is considered.
Claims relating to lost or undelivered shipments must be reported within 14 days of the estimated delivery window expiring.
Carrier investigations require additional processing time depending on the destination country and shipping provider involved.
Delivery estimates shown during checkout are estimates only and are not guaranteed delivery dates.
Returns Eligibility
We offer a 30-day return window beginning from the date the order is marked as delivered.
To qualify for a return:
- the product must be unopened and unused
- the product must remain in its original packaging
- the product must be in fully resellable condition
- proof of purchase or order confirmation must be provided
Customers must contact Firetap Games and receive return approval before sending any return. Unauthorised returns will be refused and are likely to become unrecoverable within our third-party fulfilment and carrier return systems.
Returned items that arrive opened, damaged, incomplete, used, or unsuitable for resale will not qualify for a refund.
This commercial return window operates separately from any applicable statutory cancellation rights described under the Cooling-Off Rights section below.
Non-Returnable Items
We do not accept returns for:
- opened or used products
- downloadable or digital products
- gift cards
- clearance or sale items unless defective
- products damaged after delivery through misuse, accidental damage, or improper handling
Return Shipping
Customers are responsible for all return shipping costs unless the return is due to confirmed fulfilment errors or products confirmed by Firetap Games to be defective upon review.
Original shipping costs are non-refundable.
Approved returns must be sent to our designated return address in the United Kingdom. Return address details will be confirmed when your return is authorised.
Please note that international return shipping costs will vary depending on your location.
Where return shipping costs would be disproportionate to the product value, Firetap Games may at its discretion offer an alternative resolution such as a partial refund, replacement, or store credit in lieu of a physical return.
Customers are responsible for ensuring returned items are packaged securely and arrive successfully.
We strongly recommend using a tracked shipping service for all returns. Refunds cannot be issued for returns that fail to arrive.
Refunds
Returned products will be inspected upon arrival before refund approval is considered.
Approved refunds will be issued to the original payment method within a reasonable processing timeframe.
Refunds apply only to eligible returned products and do not include:
- original shipping costs
- customs charges
- import duties
- taxes
- carrier handling fees
- return shipping costs
Incorrect Shipping Information
Customers are responsible for ensuring shipping information entered during checkout is complete and accurate.
Firetap Games is not responsible for failed deliveries, delays, return-to-sender shipments, or additional shipping costs resulting from incorrect or incomplete customer-provided shipping information.
Customs Fees & Refused Deliveries
Some international orders may be subject to customs duties, VAT, import fees, taxes, or local handling charges depending on destination country regulations.
Customers are solely responsible for any applicable import charges required by their local authorities.
If an order is refused, abandoned during customs clearance, returned due to unpaid import charges, or rejected by the customer after dispatch, original shipping costs are non-refundable.
Fraudulent or Abusive Claims
Firetap Games reserves the right to refuse replacement, refund, or support requests where fraudulent activity, abuse, excessive claims, suspicious activity, or policy manipulation is reasonably suspected.
Consumer Rights
Nothing in this policy affects your statutory rights under applicable consumer protection laws.
Cooling-Off Rights
Where applicable under relevant UK and EU consumer protection laws, customers may have the right to cancel eligible orders within 14 days of delivery for any reason.
To exercise cancellation rights, customers must contact Firetap Games and receive return approval before returning products.
Unless otherwise required by law:
- customers remain responsible for return shipping costs
- original shipping costs are non-refundable
- returned products should be returned in original packaging where reasonably possible
Digital products, downloadable content, opened products, and other exempt products may not qualify for cancellation rights where permitted by law.
Where a customer exercises their statutory cancellation right, we reserve the right to make a deduction from any refund for diminished value resulting from handling beyond that reasonably necessary to assess the product. For sealed tabletop games and similar products, opening the packaging will be considered handling that diminishes resale value.