Refund policy

Last updated: January 30, 2026

At Dragon's Hoard Gaming LLC, we craft high-quality, custom 3D-printed organizers, tool holders, replacement parts, and premium vinyl decals for retro gaming enthusiasts. Most products are made-to-order and personalized, so we have a strict policy to ensure fairness.

General Policy

We do not accept returns or refunds for buyer's remorse, change of mind, fit issues, or similar reasons on any products. All sales are final except in cases of defective, damaged, or incorrect items received.

Non-Returnable / Final Sale Items

The following cannot be returned or refunded for any reason other than defects, damage, or incorrect shipment:

  • All custom or made-to-order 3D-printed products (organizers, holders, stands, replacement parts, etc.)
  • Vinyl stickers and decals (once printed and cut)
  • Any item marked as “Final Sale” or “Non-Returnable” at purchase
  • Items that have been used, installed, or damaged by the customer

Defective, Damaged, or Incorrect Items

If your item arrives damaged, defective, or incorrect (including for Canadian orders):

  1. Contact us within 14 days of delivery at support@dragonshoardgaming.com with:
    • Your order number
    • Clear photos showing the issue
    • Your shipping address
  2. We will review promptly. If approved:
    • For custom 3D-printed items or decals: We will send a replacement at no extra cost (we cover shipping the replacement to you; you are responsible for any return shipping to us if requested for inspection).
    • For items from our hoard (e.g., upgraded consoles or retro cartridges): We will provide instructions for return. You are responsible for safely packaging and shipping the item back to us using tracked shipping (keep proof of postage — we are not responsible for loss or damage during transit to us). Once we receive and inspect, we will process a full refund (including original shipping) to your original payment method.
  3. Refunds process within 5–10 business days after we receive and inspect the returned item (or immediately upon approving a replacement).
  4. We are not responsible for delays or lost packages during return shipping.

Canada / International Returns – Additional Notes

For orders shipped to Canada:

  • Return shipping to us is the customer's responsibility (international rates via Canada Post or carriers can be higher than domestic; use tracked service for proof).
  • If approved for replacement (e.g., our error), we cover shipping the new item to you in Canada.
  • If approved for refund (e.g., in-stock items), we refund the product price + original shipping cost (but not any customs duties, taxes, or brokerage fees you paid on import — those are handled by you).
  • Canadian customers may be eligible to reclaim any duties/taxes paid on the original import through the Canada Border Services Agency (CBSA) Casual Refund Program once the item is returned and exported. This is your responsibility — we can provide tracking/proof of return if needed, but we do not process or guarantee these refunds. For details, visit the CBSA website or contact them directly.
  • We declare returned items accurately (e.g., "Returned Goods - No Commercial Value" or "Warranty Return") to help minimize customs issues, but we have no control over Canadian border fees or delays.

Cancellations

Orders process quickly (typically 1–3 business days). Cancellations are accepted only if production hasn't started. Contact us immediately at support@dragonshoardgaming.com. Once production begins, the order is final and non-cancellable.

One-Year Limited Warranty on Upgraded Consoles

We offer a one-year limited warranty on our upgraded consoles, starting from the date of original purchase. This warranty covers defects in materials, workmanship, or functionality under normal use. This applies to Canadian customers as well.

This is a **limited warranty** and does not cover:

  • Damage due to customer negligence, misuse, accident, improper installation, unauthorized repairs, or external causes (e.g., drops, liquid damage, power surges)
  • Normal wear and tear
  • Issues caused by third-party accessories or modifications
  • Commercial or non-personal use

If you experience any issue during the one-year period:

  1. Contact us ASAP at support@dragonshoardgaming.com with your order number, detailed description, photos/videos if applicable, and shipping address.
  2. We will troubleshoot remotely if possible.
  3. If return is needed, you are responsible for shipping the console back to us safely (tracked, with proof of postage). For Canadian returns, use a service like Canada Post.
  4. Upon inspection: If covered under warranty, we repair at no cost and cover return shipping to you. If not covered, we provide a repair quote + return shipping (or just return shipping), and proceed only with your approval/payment.
  5. Repaired consoles carry the balance of the original warranty (or 90 days from repair, whichever is longer).

This warranty is non-transferable and applies only to the original purchaser. It is the sole remedy; no refunds unless repair is impossible and we approve at our discretion.

Questions?

Reach out to support@dragonshoardgaming.com before ordering — we're here to help and want you 100% satisfied with your purchase.

Thank you for shopping with Dragon's Hoard Gaming!