Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return, and 60 days to complete the return.

If no communication is made within 14 days of receipt of your order, Llamascape Games will consider this item as accepted by you, the customer.

To be eligible for a return for a non faulty item, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 
Please note that if the item you return is not faulty, a return & restocking fee (£5) will be deducted from your refund. If the value of your return is over £100 we require you to use your own returns method. 

To start a return, you can contact us at hello@llamascape.com. 

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note, Llamascape Games takes no responsibility for any goods that are either lost or damaged on their return to us (whether using a Llamascape Games returns label or not). The risk in the goods will remain with you until they are returned to Llamascape Games.

We therefore advise that customers use a fully established, tracked and compensated service to return their goods to our warehouse. If an item is lost in transit on its return, Llamascape Games may, in its sole discretion, refrain from processing any refund and require evidence from you of the items being sent back to us. For the avoidance of  doubt, refunds will only be processed once all returned goods have been processed in our warehouse and have been assessed as being returned in the same condition in which they were sent.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Please note that if your item is not faulty, the cost of this label (£5.00) will be deducted from your refund

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded  within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@llamascape.com.