Refund policy
Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Eligibility for Returns
To be eligible for a return, your item must meet the following criteria:
- It must be in the same condition that you received it: unused, with tags, and in its original packaging.
- Candles that have been used or burned are not eligible for a refund.
- You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at returns@turtlevaniagames.com. Please note that returns will need to be sent to the following address:
224 W Grand STE 71, Haysville, KS, 67060
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at contact@turtlevaniagames.com.
Damages and Issues
Please inspect your order upon reception and contact us immediately if:
- The item is defective or damaged.
- You received the wrong item.
We’ll evaluate the issue and make it right as soon as possible.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, such as:
- Perishable goods (e.g., food, flowers, or plants).
- Custom products (e.g., special orders or personalized items).
- Personal care goods (e.g., beauty products).
- Hazardous materials, flammable liquids, or gases.
Unfortunately, we cannot accept returns on sale items or gift cards.
If you have any questions about your specific item, please contact us.
Exchanges
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.
European Union 14-day Cooling-off Period
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The item must still meet the return criteria: unused, with tags, and in its original packaging. Proof of purchase is required.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved.
- Approved refunds will be automatically processed on your original payment method within 15 business days.
- Please note: Candles that have been used or burned are not eligible for a refund.
If more than 15 business days have passed since we approved your return and you haven’t received your refund, please contact us at contact@turtlevaniagames.com.