Refund and Return Policy

Cancel Order

You can always cancel your order if it hasn’t shipped yet.

All orders not yet shipped (or given to the external warehouse) can be canceled with a full refund.
Unfortunately, if the product has already been handed over to the warehouse or has actually been shipped (even if it has not yet been reported by our systems), the order can no longer be cancelled.

How to Cancel Your Order

In your user profile, elenco orders (>), you will see (if it is still possible to cancel the order) a button for cancellation. In the case of guest orders, without creating an account with access password, it is recommended to contact customer support (>) (specify order ID and registration email)

Refund and Return Policy

Right of withdrawal and full refund

Return and refund within 14 days, without reason

You always have the right to withdraw from the purchase for any reason and without explanation or penalty within 14 days of delivery.

Please note that a full refund must meet certain conditions: consider that you can inspect the product as if you were evaluating it in a physical store, looking at it and observing it, but without opening seals or sealed envelopes. Therefore, the refund conditions must take into account the following:

  • The Product returns in its original packaging.

  • The Product returns sealed or untampered with.

  • The request must be reported within 14 days from the delivery date indicated by the courier.

  • Non-personalized product (the latter are excluded from the right of withdrawal)

  • Return shipping to be paid by the customer (managed by the customer or deducted from the refund)

How to request a refund for withdrawal (14g)

In your user profile, order list (>), you will see a button to request a refund. In the case of guest orders, without creating an account with access password, it is advisable to contact customer support (>) (specify order ID and registration email)

Refund and Return Policy

Broken or wrong product

Broken, defective, non-ordered, or not-as-described products will be replaced or refunded.

All broken or defective products will be replaced. Any products that differ significantly from the description will be replaced. If, for any reason, the item is out of stock, a full refund will be issued. If delivery times become an issue (such as birthdays/Christmas and similar events), a refund rather than replacement will be considered on a case-by-case basis.

Please note that not all defects are passable, and photos or videos are needed to confirm the actual problem.

  • Reporting a broken product within 6 days of delivery; reporting it after 6 days could cause problems with the replacement or refund. In this case, you can consider a return (14 days) or manage the product under Warranty.

  • Photos (or videos) that can show the problem in detail.

  • Case: A different product than ordered arrives.

  • Case: A product arrives physically broken or non-functioning

  • Case: You ordered size or variant X, but size or variant Y arrived.

What is not considered a Broken – Defective product:

  • Case: The box is bent (it took a hit during the trip), it is not a defect for which a replacement is carried out as per law (unless the product inside is then dented or broken). (If you need a protected box, ask for assistance before purchasing)

  • (If you need a protected box, ask for assistance before purchasing) (obviously evaluate the withdrawal within 14 days)

Courier Damage

Damage caused by the courier that does not compromise the use of the product, but decreases its value, will be treated on a case-by-case basis.

Compromise with the customer

Each case is unique, so the Store will also propose possible compromises with the customer for partially damaged or defective products.

How to start the procedure for broken and defective products

We recommend contacting customer support directly (>) Specify the problem, send photos or videos, and wait for a response. (Always include your order ID and registration email address.)

Refund and Return Policy

Lost or delayed package

Packages never arrived or were late over the maximum limit

If the package doesn’t arrive within the indicated shipping timeframe, in a situation where it likely won’t arrive at all, a refund will be issued. In this context, tracking the shipment will help assess the situation. Each situation is different, and refunds will be issued on a case-by-case basis.

The package no longer has any tracking updates via Tracking after the maximum delivery date. Please wait another ten days or so to see if the package resumes its journey.

  • If the package resumes its journey but is still late, a partial refund will be issued, to be agreed upon with the customer, for the delay.

  • If after ten days beyond the maximum time indicated there is no sign of life, a full refund will be issued.

  • Specific delays during key times such as birthdays/Christmas will be handled on a case-by-case basis.

The package is reported as delivered by the courier, but the buyer claims not to have received it: it is evaluated on a case-by-case basis, as it is a dispute.

How to initiate claims for lost or delayed packages

We recommend contacting customer support directly (>) Please specify your inconvenience regarding the delay and wait for a response. (Always include your order ID and registration email address on the site.)

Refund and Return Policy

Product Warranty

Followed up in the warranty for 2 years

The warranty starts two years after delivery of the goods. The seller is therefore responsible for any defects of conformity that are identified within 24 months of delivery of the goods.

However, the legal guarantee does not apply in some situations, excluding the seller from any liability.

  • If the consumer was already aware of the defect at the time of purchase. (If the product arrives with a defect or flaw, it must be reported immediately)

  • When the defect was recognizable with ordinary diligence. (easily visible right away)

  • In the event that the lack of conformity is due to instructions or materials not provided by the seller but owned by the consumer. (if damaged by other customer products or materials, including improper use)

  • If the damage was caused by a fall, a throw, an unexpected event, electrical surges, water infiltration. (Incorrect use and external events that damage the product are not covered by the warranty)

How to start the warranty claim process

We recommend contacting customer support directly (>) Specifying that you require warranty assistance. (Always include your order ID and website registration email address.)

Refund and Return Policy

Refund on Customized

Customized products cannot be returned or refunded.

Customized products are excluded from the right of withdrawal. These include T-shirts with your own image, keychains or backpacks with your name written on them, and 3D figurines created from your own image. All acrylic models are printed with your own image.

  • All those products in which a customization of the type: Added writing/Added drawing/Added pattern is applied.

  • All those products that are modeled according to a drawing/photo sent.

Refund and Return Policy

Money Refund: Times and Channels

Refunds are issued within 14 days

Once the return is received by the Store or the product issue is confirmed, the refund will be processed within 14 business days. The refund will be processed via the same payment method used for the original purchase.

Rights of Withdrawal and Return European Directive

Pursuant to Article 52 of Legislative Decree 206/2005 (Consumer Code), the customer has the right to withdraw from the purchase contract for any reason, without explanation and without penalty. To exercise this right, the customer must send DungeonDice.it a notice to this effect within 14 business days of receiving the products. This notice must be sent following the procedure indicated in the information sheets above.

  • The right applies to the product purchased in its entirety, not to parts of the product.

  • The purchased item must be intact and returned, where possible, in its original packaging, complete with all its parts and protective cellophane. Used products, even if only once, cannot be returned. Products removed from the protective cellophane may be returned as long as everything inside is intact and repackaged in the protective elements.

  • By law, return shipping costs are the responsibility of the customer. The shipment remains the customer’s sole responsibility until the Store confirms receipt.

  • If the returned product is lost by the courier or is extremely late, the refund will be discussed with the customer on a case-by-case basis.

  • Not all products require shipping. In some specific circumstances, returns are not required.

  • A full refund for products subject to the right of withdrawal due to “change of mind” may be issued if the product is returned in its original packaging and unopened. In the event of partial manipulation of the product, as required by law, resulting in a reduction in its value compared to “new” (Article 57 et seq. of Legislative Decree 206/2005 and subsequent additions and amendments; EU Directive No. 83/2011 and subsequent amendments), only a partial refund will be issued.
    Please see the section below titled: “Quantifying Asset Manipulation“.

  • If the Store detects any distorted and/or harmful use of the right of return, it will suspend/close the account as per the Terms of Service and Sale.

Quantification of asset manipulation

The provisions of the Consumer Code that provide for withdrawal due to “change of mind” respond to the need to enable the consumer to carry out all the checks and assessments that he would have made if he had purchased the goods in a physical store and been able to “touch” the item firsthand.

This is specifically stated in Article 47 of EU Directive 83/2011:

Some consumers exercise their right of withdrawal after having used the goods beyond what is necessary to establish their nature, characteristics, and functioning. In such a case, the consumer should not lose the right of withdrawal, but should be liable for any diminished value of the goods. To establish the nature, characteristics, and functioning of the goods, the consumer should only handle and inspect them in the same way as he or she would be permitted to do in a shop. For example, the consumer should only try on a garment, without being able to wear it. Consequently, during the withdrawal period, the consumer should handle and inspect the goods with due diligence. The consumer’s obligations in the event of withdrawal should not discourage the consumer from exercising his or her right of withdrawal.

(see EU Directive No. 83/2011 – Recital 47)

To be eligible for a 100% refund, the goods must not have been handled in any way other than what the consumer would have been able to do when purchasing them in-store.

National and EU legislation grants the right of withdrawal as a second thought for distance contracts both in the case of “tampering” (defined above) and in the case of more “serious” manipulation that affects the value of the item (which can no longer be resold as new pursuant to Article 57 of the Consumer Code).

Therefore, in the case of serious manipulation, which compromises the resale of the item as new, the law (Article 57 of the Consumer Code) establishes that the consumer is responsible for the diminished value of the goods he intends to return in exercise of the right of withdrawal and is a determining factor in handling the goods differently from what could have been done at the time of purchase of the same item in a physical store.

Therefore, in the event of product manipulation by the Customer, the Store reserves the right to assess whether and to what extent such manipulation has resulted in a reduction in the value of the goods. Consequently, an amount appropriate to the reduction in value will be charged (deducted from the refund requested by the Customer).

If the product is found to be unsellable because it is missing essential parts that make it unsuitable for use, or if these parts are damaged, the refund will not be made.

Partial Refund for Right of Withdrawal

Bearing in mind the explanation of Articles 47 and 57 of the Consumer Code, explained in the previous paragraphs, in the event that the returned goods arrive tampered with, the Store reserves the right to issue only a partial refund, in the event of a Right of Withdrawal requesting a Right of Reconsideration.

Therefore, upon receipt of the product from the warehouse/Store, it will be checked and inspected. If the Customer has tampered with the product, the Store reserves the right to assess whether and to what extent such tampering has reduced the value of the goods. Consequently, an amount appropriate to the reduction in value will be charged (deducted from the refund requested by the Customer).

Qualora il prodotto dovesse risultare invendibile perché mancante di parti essenziali che lo rendono inidoneo all’utilizzo o qualora queste parti dovessero essere rovinate, il rimborso non sarà effettuato.

Right of Withdrawal not applicable in the following cases:

As specified in Article 59 of the Consumer Law, the right of withdrawal specified in Articles 52 to 58 is excluded in relation to:

  1. the supply of goods made to measure or clearly personalized;
  2. the supply of goods which are liable to deteriorate or expire rapidly;
  3. the supply of sealed goods which are not suitable for return for hygiene or health protection reasons and have been opened after delivery;
  4. the supply of goods which, after delivery, are, by their nature, inseparably mixed with other goods;
  5. Other types not related to the store’s products…

Damage caused by the courier

There is no specific regulation of logistics contracts in Italian law. Therefore, the Civil Code clarifies that anyone who fails to perform a specific service is liable for damages. At this point, the transportation contract must be taken into account, which, as explained by the Civil Code:

“The carrier is responsible for the loss and damage of the goods delivered to him for transport, from the moment he receives them to the moment he delivers them to the recipient, unless he proves that the loss or damage was caused by fortuitous event, by the nature or defects of the goods themselves or by their packaging, or by the actions of the sender or the recipient.”

Consequently, the courier is responsible for the package he transports, from the moment he picks it up until he delivers it to the recipient, unless the product leaves the seller already damaged.

Collecting goods “with reservation” is one of the most effective solutions to avoid liability issues: by marking this wording on the delivery note, the recipient reserves the right to subsequently verify that the contents are intact and have not suffered damage during transport.

In the event of damage caused by the courier, it is therefore essential to contact customer service and assess the specific case. However, the Store is not responsible and therefore not obligated to provide any refunds.

    Warranty

    What is the legal guarantee?

    The legal guarantee of conformity is the set of rights provided for by the Consumer Code (articles 128 et seq.) to protect the consumer in the event of the purchase of defective products, which malfunction or do not respond to the use declared by the seller or the person for whom the goods are generally intended.

    The consumer, therefore, has the right to request the guarantee on the products when the goods are defective or non-compliant, that is when:

    1. does not match the description given by the seller;
    2. it is not suitable for the uses for which it was sold or for which it is normally intended;
    3. it is supplied without instructions, accessories included in the descriptions or installation is not carried out, where required;
    4. The delivered goods do not correspond to the order in terms of quantity, color, functionality, durability, and safety.

    Once the existence of the lack of conformity has been ascertained, the consumer, in order to benefit from the legal guarantee, must:

    1. report it to the seller within two months of discovering the defect, otherwise the legal guarantee will lapse and the seller will no longer be bound by the obligations that we will see later;
    2. retain and provide evidence of the date the goods were purchased and the date the goods were delivered (the consumer may simply provide the purchase invoice or the document received upon delivery of the goods).

    The remedies available to the consumer are indicated in Article 135 bis of the Consumer Code and include:

    1. restoration of conformity: the seller can repair or replace the goods;
    2. price reduction: the seller can offer a particular discount if it is not possible to replace or repair the product;
    3. Termination of the contract: if conformity cannot be restored within a reasonable time, the product warranty provides for the contract to be terminated.