Return & Refund Policy

If you experience any issues with your order, please contact us at support@dungeoninabox.com.

Physical Product Returns

Eligible physical products may be returned within 30 days after delivery.

To qualify for a return:

  • Products must be unused and in the same condition received

  • Minis must remain attached to their sheets

  • Products must not show signs of assembly, heavy wear, or misuse

  • Proof of purchase is required

If the item has opened packaging, missing components, or possible damage, contact support with photos or an unpacking video for review. These situations are handled case-by-case.

Items returned without first contacting support will not be accepted.

Subscription Orders (Monthly, Quarterly, Annual)

Subscription orders may be canceled and fully refunded only before tracking has been generated.

Once tracking has been generated, the order is considered fulfilled and is no longer eligible for cancellation or direct refund. Customers may still request a return after receiving the package.

If a customer forgets to cancel before renewal:

  • Future renewals can still be canceled immediately

  • Already fulfilled orders are not automatically refundable

  • Customers may return the delivered box through the standard return process

If a subscription order is still processing and tracking has not yet been generated, cancellation and refund requests are reviewed case-by-case depending on fulfillment status.

Subscription fulfillment timelines are listed on each subscription page and FAQ.

Annual Subscription Refund Policy

Annual subscriptions are billed upfront for 12 subscription boxes at a discounted annual rate.

Customers may cancel their annual subscription at any time.

Before Fulfillment

If cancellation is requested before tracking has been generated for the first shipment, a full refund will be issued.

After Fulfillment Begins

Once one or more boxes have been fulfilled, refunds are prorated using the standard monthly subscription price for fulfilled boxes.

Refund Formula:

Refund Amount = Annual Subscription Price – (Boxes Fulfilled × Standard Monthly Subscription Price)

Example:

Annual Subscription Price: $254.80
Monthly Subscription Value: $25.40
Boxes Fulfilled: 4

Refund:
$254.80 – (4 × $25.40) = $153.20

The annual discount only applies to unfulfilled boxes.

Preorders

Preorder items may be canceled and refunded before tracking has been generated.

Once preorder items have been fulfilled or shipped, standard return procedures apply.

Estimated ship dates are subject to change.

Digital Dungeon Subscription

Digital Dungeon subscriptions may be canceled at any time.

Refund requests are reviewed based on account activation and content delivery status.

If the monthly Digital Dungeon content has already been added to the customer’s account on the 1st of the month, that renewal may no longer qualify for refund.

Customers are encouraged to cancel before the next monthly content release date.

Damaged, Missing, or Incorrect Items

Inspect your order immediately upon arrival.

If your order arrives:

  • damaged,

  • incomplete,

  • or incorrect,

contact support with photos and/or an unpacking video.

Depending on the situation, we may provide:

  • replacement items,

  • partial refunds,

  • full refunds,

  • or store credit.

Resolutions depend on item availability, issue severity, and order value.

Return Shipping Costs

If the issue was caused by customer error or preference: customer is responsible for return shipping costs.

If the issue was caused by our error: we cover replacement or refund-related shipping costs.

Shipping Fee Refunds

If an order is canceled before fulfillment and before tracking has been generated: the full order amount, including shipping fees, may be refunded.

If the order has already shipped: original shipping fees are non-refundable.

If the issue was caused by our warehouse or fulfillment error: original shipping fees may be refunded.

Lost Return Shipments

If the customer arranged and paid for the return shipment: the customer is responsible for filing claims with their courier if the package is lost or damaged in transit.

Refund eligibility depends on the courier’s investigation and reimbursement process.

Customers are strongly encouraged to:

  • use tracked shipping services,

  • retain shipment receipts,

  • and keep tracking information until the return is completed.

Incorrect Addresses & Returned Packages

Customers are responsible for ensuring their shipping address is correct before renewal or order processing.

If a package is returned due to customer address error: reshipping fees may apply.

If the issue was caused by our system or fulfillment process: no reshipping fee will be charged.

Customers updating subscription addresses are encouraged to contact support to confirm the update before the next renewal processes.

Refused Deliveries

If a customer refuses delivery after shipment: product refunds may still be possible after the package is returned and inspected. However original shipping fees and additional handling fees may not be refundable.

International Orders, Customs & Duties

VAT may already be included where applicable.

Customers are responsible for:

  • customs duties,

  • import taxes,

  • and local carrier fees charged by their country.

Orders refused or abandoned due to unpaid customs charges may not qualify for refund.

Crowdfunding Campaigns (Kickstarter / Gamefound)

Crowdfunding pledges are not treated the same as regular store purchases.

Pre-Fulfillment Refunds

Refunds may be considered only before:

  • Pledge Manager closes,

  • orders are locked for fulfillment,

  • or orders are submitted to the warehouse.

Eligible refunds are limited to 85% of the pledge amount.

The remaining 15% covers:

  • manufacturing,

  • printing,

  • packaging,

  • freight planning,

  • and non-refundable platform/processing fees.

Full Refund Eligibility

100% refunds may be issued before access to the Pledge Manager is provided.

Refunds Are Denied When:

  • orders have been submitted to the warehouse,

  • orders have shipped,

  • items are already in transit,

  • or fulfillment has already begun.

Production delays and shipping delays are considered normal crowdfunding risks and do not qualify for refunds.

Approved Returns After Fulfillment

If approved, fulfilled crowdfunding products may only qualify for store credit after the items are returned in unused condition.

Return shipping costs are customer responsibility.

Bulk & Large-Volume Orders

Bulk and large-volume orders may require additional review before cancellation or refund approval.

Additional shipping, handling, or restocking fees may apply if the issue resulted from customer preference or error.

If the issue resulted from our error, no additional fees will apply.

Refund Processing

Approved refunds are generally processed within 5–10 business days after the returned items are received and inspected.

Banks and payment providers may require additional processing time before the funds appear in the customer account.