Refund policy

We want you to love your game. If anything’s off, we’ll do our best to make it right.

Returns (unopened items):

If you purchased a game directly from our webstore and it is still in its original shrinkwrap, it’s eligible for return within 14 days of delivery.

You are responsible for return shipping and the item must arrive in the same condition you received it.

To start a return, please contact us at support@hollyhouse.games with your order number. We’ll send return instructions and an identifying code for the package.

Please do not send items back without contacting us first; returns sent without approval may be refused.

We do not accept returns on opened items, unless there's a damaged or missing component.

Damaged or missing parts (no need to return the whole game):

If your game arrives with damaged or missing components, contact us at support@hollyhouse.games with your order number and details of the issue. We’ll send replacement parts free of charge. In many cases, you won’t need to return the full game.

Exchanges

If you’d like a different edition or a replacement for a non-defective item, please begin with a return (per the policy above). Once the return is accepted, you can place a new order.

Shipping & Return Address

Customers cover return shipping for change-of-mind returns.

We’ll provide the correct return address and identifying code once your return is approved.

Refunds

Once we receive and inspect the return, we’ll issue a refund to the original payment method (to the person who placed the order).

Banks/card issuers can take up to 10 business days to post refunds after we process them. If it has been more than 15 business days since our refund confirmation, please contact us.

European Union 14-day cooling-off period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification. Items must be returned in the same condition you received them and in original packaging. You’ll need the receipt or proof of purchase. (This right is separate from our standard policy and applies as required by EU law.)