Política de reembolso
At Destiny’s Workshop, our dice goblins carefully sort, pack and send every order.
Most of the time, everything goes exactly as planned.
Occasionally, however, fate intervenes. A parcel gets battered, the wrong set escapes the stock room, or you open your order and realise that these particular shiny maths rocks simply are not destined for your character.
That is fine.
Here is how returns, refunds and exchanges work.
Destiny’s Workshop is a trading name of Odyssey Gaming Ltd.
Changed Your Mind?
If you bought from us online and decide you no longer want your order, you have 14 days from the day you receive it to tell us that you wish to cancel.
Once you have told us, you then have a further 14 days to return the item.
You do not need to provide a reason.
You are welcome to inspect the item in the same way you reasonably could in a shop.
Open the box. Look at the dice. Admire them. Hold them dramatically up to the light if you feel the need.
What you should not do is use them for six sessions, roll three natural 1s, blame the dice, and then attempt to return them as unused.
If an item has been handled beyond what is reasonably necessary and this reduces its value, we may make an appropriate deduction from the refund where the law allows us to do so.
For normal change-of-mind returns, you will usually be responsible for the return postage cost.
We recommend using a tracked service.
Refunds
Once we receive your return, we will inspect it and process any refund due.
Where your statutory cancellation rights apply, we will issue the refund without undue delay and no later than 14 days after we receive the returned item or acceptable evidence that you have sent it back.
Refunds will normally be made to your original payment method.
Where required by law, we will also refund the cost of our standard delivery option.
If you paid extra for premium, express or unnecessarily heroic delivery, we are only required to refund the cost of our standard delivery service.
Your bank or payment provider may take a little longer to show the money in your account after we have processed the refund.
Sadly, we do not control the banking wizards.
Exchanges
Want a different set instead?
No problem. Contact us and we will see what we can do.
Exchanges are subject to stock availability.
If the item is not faulty and you are exchanging it simply because you changed your mind, you may be responsible for return postage and the cost of sending the replacement.
If the item is faulty, incorrect or not as described, your statutory rights apply.
Also, if the set you want has sold out while you were deciding, another dice goblin may have beaten you to it.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, incomplete, incorrect or not as described, please contact us as soon as reasonably possible.
If you can, send us:
- your order number;
- a description of the problem;
- photographs of the item;
- photographs of the packaging if it was damaged in transit; and
- a photograph of the shipping label where relevant.
This helps us work out what happened and usually means we can fix things faster.
If the parcel looks like it has been drop-kicked by an ogre, please photograph the packaging before throwing it away.
For faulty goods, your legal rights may include a refund, repair, replacement or price reduction depending on the circumstances.
UK consumers generally have a short-term right to reject qualifying faulty goods within 30 days.
After that period, other remedies such as repair or replacement may apply.
Nothing in this policy limits your statutory rights.
Please Tell Us Quickly
We appreciate customers telling us about damaged or incorrect orders as soon as possible.
It makes carrier claims, investigations and stock checks much easier.
We used to ask customers to report transit damage within 48 hours.
We would still love you to tell us that quickly, but failing to do so does not remove any statutory rights you may have.
In short: sooner is helpful, but there is no magical 48-hour trapdoor.
Custom and Personalised Products
Products made specifically to your instructions or clearly personalised for you are generally excluded from the normal online change-of-mind cancellation right.
If we have made something specifically for your character, engraved your name into it or otherwise created it uniquely for you, we may not be able to put it back on the shelf and sell it to somebody called Gary.
However, personalised goods still need to be of satisfactory quality, fit for purpose and as described.
If they are faulty, damaged or incorrect, your statutory rights still apply.
Mystery Dice and Mystery Products
Mystery products are, unsurprisingly, mysterious.
You are buying the product knowing that the exact colour or design may not be known in advance.
Receiving a perfectly good mystery set that happens to be orange when your soul wanted purple does not make the product faulty.
That said, mystery products do not exist outside consumer law in some enchanted legal realm.
Where normal online cancellation rights apply, you may still use them.
And if the item is faulty, damaged or not as described, your statutory rights remain unaffected.
Natural Variations
Some of our products may have small differences in colour, pattern, transparency, inclusions, finish or appearance.
This can be particularly noticeable with resin, liquid-core, gemstone, glass and other decorative dice.
Product photography, lighting and the screen you are viewing may also affect how colours appear.
Small natural variations are not necessarily faults.
Dice are allowed to have a little personality.
However, if something is materially different from how it was advertised, please contact us.
Used or Damaged Items
Changing your mind does not give you an unlimited trial period.
You can inspect your purchase as reasonably necessary to decide whether you want to keep it.
If an item has been heavily used, altered, intentionally damaged or otherwise treated beyond what would reasonably be permitted in a shop, we may reduce the refund to reflect any loss in value where the law allows us to do so.
Normal wear after use is not automatically a manufacturing fault.
Likewise, damage caused by misuse, accidental damage, deliberate damage, unauthorised alteration or unreasonable treatment will not normally be treated as a product fault.
Throwing your D20 at a wall because it betrayed you is, regrettably, between you and the D20.
Sale Items
Sale and discounted products still have the same statutory rights as full-price products.
Cheap does not mean lawless.
If an item was discounted because of a clearly disclosed defect, you cannot later claim that particular defect was unexpected.
Otherwise, the product must still be of satisfactory quality, fit for purpose and as described.
Convention and Event Purchases
We sell at conventions, comic cons, gaming shows and other events.
Purchases made in person are treated differently from purchases made online.
If you simply change your mind about something bought from us in person, there is normally no automatic legal right to a refund.
That said, you are still welcome to contact us and we will see whether there is anything sensible we can do.
If the item is faulty, not as described or otherwise fails to meet the standards required by law, your statutory rights remain unaffected.
We may ask for proof of purchase.
This does not necessarily have to be a paper receipt. A card transaction record, confirmation or other reasonable evidence may be acceptable.
International Orders
If you are returning an order from outside the UK, please contact us before sending anything back.
International returns can involve customs forms, taxes, couriers and the sort of paperwork usually guarded by a bureaucratic dragon.
Sending something back without speaking to us first can cause avoidable problems.
For ordinary change-of-mind returns, you will normally be responsible for return postage.
If the item is faulty, damaged, incorrect or not as described, contact us so we can arrange an appropriate solution.
Nothing in this policy is intended to remove any mandatory consumer rights that apply to your purchase.
Import Duties and Taxes
International orders may sometimes attract import duties, taxes or handling charges imposed by customs authorities, governments or carriers.
Where those charges were collected independently from us, we may not be able to refund them directly.
You may need to contact the relevant authority about reclaiming them.
We can summon many things.
Unfortunately, we cannot summon another country's customs department into refunding you.
Missing Items
If something is missing from your order, let us know.
We may ask for photographs of:
- the parcel;
- the contents you received;
- the internal packaging; and
- the shipping label.
If we have made a packing error, we will put it right.
The responsible goblin will be spoken to.
Proof of Purchase
We may ask for reasonable evidence that the product was purchased from Destiny’s Workshop.
This could include:
- an order confirmation;
- receipt;
- payment record;
- card or bank statement; or
- other reasonable proof of purchase.
No blood oath, enchanted scroll or signed declaration from your Dungeon Master is required.
Return Fraud and Abuse
We reserve the right to investigate suspicious refund or return requests, including suspected fraud, deliberate damage, false claims or attempts to return products that were not purchased from us.
This does not affect legitimate statutory rights.
We like rogues.
We like deception checks considerably less when they involve our returns department.
How to Start a Return
Contact Destiny’s Workshop using the contact details provided on our website.
Please include your order number wherever possible and tell us whether you would prefer:
- a return and refund;
- an exchange; or
- help resolving a faulty or damaged product.
Please wait for our return instructions before sending anything back, particularly for international orders or faulty items.
This helps make sure your parcel ends up in the correct place rather than disappearing into the void.
Your Legal Rights
Nothing in this Returns & Exchanges Policy excludes, restricts or replaces your statutory consumer rights.
UK customers may have rights under legislation including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If anything in this policy conflicts with a mandatory legal right, the law takes priority.
Not even a natural 20 beats consumer legislation.