Refund policy
RETURN POLICY
Last updated November 25th, 2024
Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund, store credit, or an exchange. Please see below for more information on our return policy.
RETURNS
Physical Goods. If you wish to return a physical product, the return must be postmarked within thirty(30) days from the purchase date or fifteen (15) days from the delivery date, whichever is later. All returned items must be in new and unused condition, sealed and unopened.
Digital Goods. If you wish to return a digital product, you must not have downloaded it. Due to the nature of digital products, once it is downloaded, it is no longer eligible for a refund.
Digital-Physical Bundles. If you wish to return a product that is a bundle of physical and digital items, and have not downloaded the digital portion, you are eligible to return both products. If you have downloaded any part of the digital portion, then the digital products are no longer eligible for refund and the amount to be refunded equals the cost of the bundle, minus the cost of the digital item as if it were purchased individually.
For example, if you purchase the Steinhardt’s Guide to the Eldritch Hunt core book with PDF for $80, and decided to return the physical book, you would receive $50; the initial $80 cost minus the $30 cost of the PDF.
Multiple Digital Products. It is possible to inadvertently buy more than one copy of a digital product; our digital bundles sometimes group multiple adventures together that are also sold individually. If you inadvertently purchase multiple copies of a digital product within a seven (7) calendar day period, please contact support@monkeydm.com with your name, order number, and the product mistakenly ordered more than once. We handle these issues on a case-by-case basis and reserve the right to refuse a refund for any reason.
For example, if you purchase a bundle that contains adventures A, B, and C, and also separately purchase adventure A a couple of days later, reach out to us and we will refund you for the cost of adventure A.
RETURN PROCESS
To initiate a return, please contact support@loottavern.com with your name, address, and order number.
After you have done this, place the item securely in its original packaging or suitable alternative protective packaging and ship it to one of the following addresses. You can choose which location to return to and are liable for any return shipping charges.
- North American Hub: Whalebacker, 100 South Jefferson Ave, Saginaw, MI 48607, USA
- European Hub: GamesQuest LTD, Unit 15, Old Station Way, Bordon Trading Estate, Bordon, Hampshire, UK
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Australasian Hub: Aetherworks, Warehouse A, 55-57 Halstead st., South Hurstville, 2221, NSW, Australia
REFUNDS
After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least sixty (60) days from the receipt of your item to process your return or exchange. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.
DAMAGE AND DEFECTIVE PRODUCTS
For defective or damaged products, please contact us at support@monkeydm.com to arrange a refund or exchange. To expedite the process, please attach proof of the damaged or defective item, such as detailed photographs, to the request. These are dealt with on a case-by-case basis.
QUESTIONS
If you have any questions concerning our return policy, please contact us at:
