Refund Policy
Fervent Drift RPG & Fantasy Ltd
Effective date: 08/04/2026
Last updated: 08/04/2026
This Refund Policy explains your rights and our approach to refunds, returns, cancellations, and remedies when you purchase products from Fervent Drift RPG & Fantasy Ltd through our website.
By placing an order through our website, you agree to this Refund Policy alongside our Terms & Conditions, Payment Policy, Shipping Policy, and Privacy Policy.
1. Contact Us
For all refund, return, and cancellation enquiries, please contact:
2. Products Covered by This Policy
This Refund Policy applies to purchases of:
- physical goods
- digital products
- pre-order items
Your rights may vary depending on the type of product purchased and the reason for the refund request.
Nothing in this Refund Policy removes or limits your statutory rights under UK consumer law. Terms that try to sidestep those rights can be unfair and unenforceable.
3. Your Right to Cancel Physical Goods
If you buy physical goods online, you generally have the right to cancel your order within 14 days of receiving the goods, without giving a reason, for most eligible distance sales. If you cancel within that period, you then generally have a further 14 days to return the goods.
To exercise your right to cancel, you must notify us clearly by email within the cancellation period.
You must then return the goods to us within the applicable return period.
We will process any refund due in accordance with applicable law once the returned goods are received back, or once you provide evidence that they have been sent back, whichever is earlier where the law requires. UK guidance allows traders in many cases to withhold a refund until goods are returned or evidence of return is provided.
4. Refunds for Physical Goods
Where you validly cancel an eligible order for physical goods, or where a refund is otherwise due, we will refund:
- the price paid for the goods; and
- the basic delivery cost paid for the order, where required by law.
If you selected a premium or enhanced delivery option, we are not required to refund the additional amount above the basic delivery cost. UK government guidance on refunds says standard outbound delivery must be refunded for valid cancellations, but not necessarily any premium delivery upgrade.
Refunds will usually be made to the original payment method used at checkout.
5. Condition of Returned Physical Goods
Returned goods should be sent back in appropriate condition.
If you have handled the goods more than is necessary to establish their nature, characteristics, and function, we may reduce the refund to reflect any loss in value where the law permits. UK cancellation guidance expressly allows a reduction for diminished value caused by excessive handling.
This does not affect your rights where goods are faulty, damaged, misdescribed, or otherwise not in conformity with the contract.
6. Faulty, Damaged, Incorrect, or Misdescribed Goods
If physical goods arrive faulty, damaged, incorrect, or not as described, please contact us as soon as possible.
Where the law gives you a remedy, you may be entitled to a repair, replacement, price reduction, refund, or another appropriate outcome depending on the circumstances. Your statutory rights in relation to faulty goods are separate from the 14-day change-of-mind cancellation right.
Where possible, please include:
- your order number
- a description of the issue
- photographs of the item and packaging, where relevant
7. Digital Products
Digital products are non-refundable. This does not affect your statutory rights under UK consumer law.
This means that, unless required by law, we do not offer refunds for digital products once they have been supplied, accessed, downloaded, or made available to you.
However, this policy does not remove any legal rights you may have where digital content is faulty, not as described, not of satisfactory quality, not fit for purpose, or otherwise does not conform to the contract. The Consumer Rights Act 2015 sets out remedies for digital content, including repair or replacement and, in some circumstances, price reduction.
Where digital content is supplied before the end of the 14-day cancellation period, different cancellation rules can apply. Government guidance states that traders supplying downloads or streaming must follow the specific cancellation rules for digital content, and if they do not, the customer may keep the 14-day right to cancel without paying.
8. Pre-Orders
For pre-order items:
- payment is taken in full when the order is placed;
- estimated release or dispatch dates are estimates unless expressly stated otherwise;
- delays may occur due to manufacturing, supplier, production, or shipping issues outside our reasonable control.
If a pre-order is cancelled by us because we cannot fulfil it, you will receive a refund of the amount paid for that item.
If your pre-order relates to a physical good, your statutory cancellation rights for eligible distance sales will apply from the point at which you receive the goods, subject to any lawful exceptions. Online sellers must clearly tell customers about cancellation rights for eligible orders.
9. Exceptions to Cancellation and Return Rights
Some products may be excluded from change-of-mind cancellation rights where the law allows. This can include certain:
- personalised or custom-made goods;
- sealed goods not suitable for return for health protection or hygiene reasons once unsealed;
- digital content once supply has begun and the legal conditions for limiting cancellation rights have been properly met.
Where an exception applies, this will normally be stated on the product page, at checkout, or in the relevant product-specific terms.
10. Return Costs
Unless the item is faulty, damaged, incorrect, not as described, or we agree otherwise, you are responsible for the cost of returning physical goods to us.
Where goods are faulty or there has been an error on our part, we will deal with return costs in accordance with your legal rights and the circumstances of the case.
11. Refund Method and Timing
Refunds will usually be made using the original payment method used for the order.
Refund processing times may vary depending on payment provider and banking times.
Where a refund is due following a valid cancellation of physical goods, UK guidance says the trader must refund without undue delay and within the relevant legal timeframe.
12. Non-Refundable Circumstances
We may refuse a refund request where:
- the request falls outside your legal rights and outside any additional policy-based return window we may offer;
- returned goods show use or handling beyond what is reasonably necessary to inspect them, and the law permits a reduction;
- the product is a digital product that has already been supplied, except where statutory rights apply;
- the item falls within a lawful exception to cancellation rights;
- the product has been damaged through misuse, neglect, or improper handling after delivery.
This section must always be read subject to your statutory rights under consumer law. Unfair “no refunds in any circumstances” wording can be problematic under UK fairness rules.
13. Chargebacks and Disputes
If you believe there has been an issue with your order or refund, please contact us first so we can try to resolve the matter fairly.
Where a chargeback is raised after goods or digital content have been properly supplied, we reserve the right to dispute the chargeback and provide relevant evidence to the payment provider.
14. Statutory Rights
Nothing in this Refund Policy removes, limits, or replaces your statutory rights under UK consumer law.
This includes your rights in relation to:
- eligible cancellation of distance sales of goods;
- faulty, damaged, or misdescribed goods;
- digital content that does not meet the standards required by law.
15. Contact
For all refund, return, and cancellation enquiries, please contact: