Cancellation and returns policy
Cancellation policy
Last Updated: [25th September 2024]
At Northern Alliance Games, we aim to provide a seamless shopping experience. However, we understand that there may be situations where you need to cancel your order. Please review our cancellation policy below for more information on how cancellations are handled.
1. Order Cancellations
1.1 Cancellation Before Shipment
You can cancel your order at any time before it has been shipped for a full refund.
To cancel an order, please contact us immediately via email at sam@northernalliancegames.co.uk with your order number. We will process your cancellation and refund within 3-5 business days.
If your order has already been processed or shipped, please refer to our Returns Policy for information on how to return the item after receiving it.
1.2 Pre-Order Cancellations
Pre-orders can be canceled at any time before the product is shipped. To cancel a pre-order, please contact us via email or phone.
In the event of a delay or change in the expected shipping date for pre-ordered items, you will be notified, and you may choose to either continue with the order or request a cancellation and refund.
1.3 Exclusions
Certain custom or special-order items may not be eligible for cancellation once production or processing has started. We will notify you of any such limitations at the time of purchase.
2. Refund Processing
2.1 Timing
For cancellations made before shipment, a refund will be processed within 3-5 business days of confirming your cancellation. Refunds will be issued to the original payment method used for the purchase.
2.2 Payment Method Refunds
If you paid using a credit or debit card, the refund may take 7-10 business days to appear on your statement, depending on your bank or card provider.
If you paid using PayPal or other payment services, the refund may be processed according to their specific terms and timelines.
3. Liability for any supplementary costs incurred by a customer caused by delayed/lost/misrouted orders
On some occasions the delivery service may fail to deliver your item on time, if this happens please contact us and we will contact the delivery service to find out where your item is.
If your item has been lost in the post, Northern Alliance Games will provide a refund or a replacement item can be sent if available.
Northern Alliance Games cannot be held responsible if the courier is late.
4. Cancellations by Northern Alliance Games
We reserve the right to cancel orders under certain circumstances, including but not limited to:
Fraudulent or suspicious activity
Incorrect pricing or stock errors
Unavailability of products
Inability to verify payment details
If we cancel your order, you will be notified immediately, and a full refund will be processed.
5. How to Cancel an Order
If you need to cancel an order, please follow these steps:
Email us at: sam@northernalliancegames.co.uk
Provide your order number and reason for cancellation.
Our team will assist you with the cancellation and refund process.
If you have any questions about our cancellation policy, feel free to reach out to us through our contact page.
Returns policy
Last Updated: [24th September 2024]
At Northern Alliance Games, we want you to be fully satisfied with your purchase. If for any reason you’re not, we are happy to assist you with returns or exchanges. Please review our Returns Policy below to understand the process and conditions.
1. Eligibility for Returns
1.1 Return Window
You may return any eligible item within 14 days of receiving your order for a refund or exchange, subject to the conditions outlined below.
1.2 Condition of Items
To be eligible for a return:
The item must be unused, in the original packaging, and in the same condition that you received it.
All components, accessories, and manuals must be included.
Items that are damaged, worn, or missing parts for reasons not due to our error may not be eligible for a refund.
1.3 Non-Returnable Items
Certain items are not eligible for returns, including:
Custom-made or special-order items
Digital downloads and gift cards
Clearance items or items marked as “final sale“
Opened or used board games, models, or other products where usage affects value or functionality.
2. How to Return an Item
2.1 Initiating a Return
To begin a return, please contact us at:
Email: sam@northernalliancegames.co.uk
Please include your order number and reason for the return. Our customer service team will respond with return instructions, including the address for sending back the item.
2.2 Return Shipping Costs
If the return is due to an error on our part (e.g., wrong or defective item), we will cover the cost of return shipping.
For all other returns, including if you’ve changed your mind, you will be responsible for covering return shipping costs.
2.3 Condition Verification
Upon receiving your returned item, we will inspect it to ensure it meets the return eligibility criteria. We reserve the right to reject returns that do not meet these conditions.
3. Refunds and Exchanges
3.1 Refunds
Once your return is received and inspected, we will notify you via email of the status of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
Refunds will not include original shipping costs unless the return is due to our error.
3.2 Exchanges
If you would prefer to exchange the returned item for a different product, please specify this when you initiate your return. Exchanges are subject to product availability. If the requested exchange item is unavailable, we will issue a refund instead.
3.3 Late or Missing Refunds
If you haven’t received a refund after 10 business days, please:
Check your bank or credit card account.
Contact your payment provider, as it may take additional time before the refund is officially posted. If you still have not received your refund, please contact us at [Your Email Address].
4. Damaged or Defective Items
We take great care in packaging your order, but if you receive an item that is damaged or defective:
Please contact us immediately at sam@northernalliancegames.co.uk within 48 hours of receiving the item.
Include photos of the damage, if possible, and a description of the issue. We will provide a replacement or refund, including covering the return shipping costs, as quickly as possible.
5. Cancellation of Returns
You may cancel your return request before the item has been shipped back to us by contacting our customer support team. If the item has already been shipped, the cancellation cannot be processed, but you can still complete the return for a refund once the item is received.
6. Contact Us
If you have any questions or concerns regarding this Returns Policy, please feel free to contact us at:
Northern Alliance Games
Email: sam@northernalliancegames.co.uk
Phone: 07871305080