Refund Policy
Start by emailing me. Whatever has gone wrong, get in touch before you do anything else — support@baldursgate3-merch.com, with your order number. I will tell you exactly what happens next.
If your item is faulty, damaged or wrong
This applies wherever you live, and it costs you nothing.
Email support@baldursgate3-merch.com within 30 days of delivery with your order number and a photo of the problem. I will send a replacement or refund you in full — whichever you prefer.
If I do need the piece back, I will arrange and pay for the return myself. You will never be out of pocket for a fault that is mine.
What counts as a fault: a scratched, cracked or chipped piece; a printing error; smudged or misaligned ink; the wrong design in the parcel; damage that happened in transit.
What does not: colours looking slightly different from your screen. Every monitor renders colour differently, and ink on a physical surface will never match a backlit display exactly. I photograph everything honestly, under neutral light, and I do not touch up product photos.
If you are not sure which one you have, send the photo anyway. I would rather look at it and err on your side than have you sit there wondering.
If you change your mind — EU and UK customers
You have a legal right to cancel within 14 days of receiving your order, without giving a reason.
Email me before the deadline — “I am cancelling order #1234” is enough. I will refund everything you paid, including delivery, within 14 days.
Sending the piece back. Under the law you return the goods within 14 days of cancelling, at your own cost. That is the default position, and it is what you should plan for.
Please do not post anything back before speaking to me. If you do, I cannot guarantee it reaches me, and I cannot reimburse postage I never agreed to.
Your refund follows within 14 days — of the goods reaching me, or of you sending proof of postage, whichever is sooner. Where I have waived the return, I refund straight away.
These are designs I drew and put in the shop, not pieces made to your personal specification, so the 14-day right genuinely applies. Some sellers use a “made to order” label to take that right away. I do not.
If you change your mind — everywhere else
Outside the EU and UK there is no legal right to a refund simply because you changed your mind, and I am afraid I cannot offer one.
The honest reason: I am one person, working in small batches, and I have already paid for materials, shipping and duty on your order. Absorbing change-of-mind refunds worldwide would mean putting prices up for everyone. I would rather keep them where they are.
Faulty, damaged and wrong items are always covered, wherever you live, and always free.
Cancelling before it ships
Email me within 24 hours of ordering and I will cancel and refund in full, wherever you live. After that your parcel is usually already packed and labelled.
How refunds are paid
Refunds go back to your original payment method — I cannot send money to a different card or account, which is a fraud control rather than a policy choice.
I process refunds as soon as we have settled the matter, usually within 2–5 days. Your bank may take a further 3–10 business days to show it on your statement.
Because prices include shipping and taxes, you get back exactly what you paid — there is nothing to reclaim from anyone else.
Parcels that do not arrive
Lost in transit: tell me and I will remake and resend it free. You do not have to sit through an investigation.
Wrong address: you are responsible for what you type at checkout. If a parcel cannot be delivered because the address was wrong or incomplete, I cannot refund it — but I am happy to resend at cost.
Fair use
I handle returns generously because almost everyone is decent about it. Where I see a clear pattern of abuse across multiple orders, I will apply this policy strictly — which means asking for the goods back at your own cost, as the law allows. That will never be used against someone with a real problem.