Refund policy

Return & Refund Policy

1. Return Eligibility & Timeframe

  • 14-Day Window: Our policy lasts 14 days from the date of delivery. If 14 days have passed since your delivery, we unfortunately cannot offer a refund or exchange.

  • Condition: To be eligible for a return, your item must be unused, in its original packaging, and in the same condition that you received it.

  • Proof of Purchase: We require a receipt or proof of purchase to complete your return.

  • Acceptable Scenarios: We only accept returns on damaged or missing products. EU customers have a 14-day right of withdrawel

  • Size Exchanges: We do not accept returns or exchanges if a customer wants a different size. It is the customer's sole responsibility to check, measure, and compare sizes, which are clearly detailed in our product listings.

2. Non-Returnable Items

The following items cannot be returned or refunded:

  • Gift cards

  • Downloadable software products

  • Customized products

  • Sale Items: Only regular-priced items may be refunded. Sale items are final sale and cannot be refunded.

3. How the Refund Process Works

  1. Pre-Notification: You must first notify us of your intention to return the product before sending it back. Access your account here. 

  2. Shipping the Return: Mail your product to the return address found on your package.

  3. Inspection & Approval: Once your return is received and inspected, we will send you an email confirming receipt. We will also notify you whether your refund has been approved or rejected.

  4. Payment Processing: If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days.

Partial Refunds (If Applicable)

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition, damaged, or missing parts for reasons not due to our error.

  • Any item that is returned more than 30 days after delivery.

4. Exchanges

We only replace items if they arrive defective or damaged. If you need to exchange it for the exact same item, please email us at shop@backgammongalaxy.com and send your item to the return address found on your package.

5. Shipping Responsibilities

  • Return Costs: You are responsible for paying your own shipping costs to return an item. Shipping costs are non-refundable.

  • Deductions: If you receive a refund, the cost of return shipping will be deducted from your final payout.

  • Delivery Times: Depending on your location, the time it takes for an exchanged product to reach you may vary.

  • High-Value Shipments: If you are shipping an item valued over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

6. Late or Missing Refunds (If Applicable)

If you haven’t received your refund yet, please follow these steps in order:

  1. Check your bank account again.

  2. Contact your credit card company; it may take some time before your refund is officially posted.

  3. Contact your bank, as there is often a standardized processing time before a refund posts.

  4. If you have completed all of these steps and still have not received your refund, please contact us at shop@backgammongalaxy.com.

7. Gifts

  • Directly Shipped to You: If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a digital or physical gift certificate will be issued to you.

  • Shipped to the Giver: If the item wasn’t marked as a gift when purchased, or the gift-giver had the order shipped to themselves to give to you later, we will send the refund to the gift-giver, and they will be notified of your return.

8. Missing or Stolen Items

  • Liability Shift: As soon as the tracking service status shows a package as "delivered," all liability shifts from Backgammon Galaxy to the buyer.

  • Prevention Tips: Always provide a secure delivery area for packages, or monitor the tracking service closely so you can be home for delivery. If a package is missing but marked as delivered, check your premises thoroughly and contact neighbors immediately.