Refund policy
We want our customers to be satisfied with their orders, which is why we offer a 30-day return policy from the date of delivery.
Cancelling an Order Before Delivery
You can cancel your order before it has been shipped. Cancellations can be made through your customer account via this link or by emailing us at info@tiberianchess.fi. If your order has already been shipped, it becomes a return – see the return instructions below.
Returns
You have the right to return your order within 30 days of the date you received the product, after which we will refund the amount paid back to the same account/card used for the original purchase. We will process your refund within 14 days of receiving your cancellation notice. The refund covers the product price only – shipping costs are non-refundable.
The customer is responsible for the cost of return shipping.
Exchange for Another Product
You can exchange your order for another product within 30 days of the delivery date. Exchanges are only valid at the prices applicable at the time of the original order – products that have since gone on sale do not qualify for a price adjustment.
If the new order is of lesser value, we will refund the difference. If the new order is of greater value, we will invoice the difference.
The customer is responsible for the cost of returning the original product. The shipping cost for the new product will be charged separately.
Faulty or Damaged Products
If a product arrives faulty or damaged, we will cover the cost of return shipping. Please include photos of the fault or damage in your email so we can process the return as quickly as possible.
How Do I Make a Return, Exchange or Cancellation?
Cancellations can be made through your customer account via this link. You can also contact us by email at info@tiberianchess.fi with the following information:
- Order number or your full name and address
- Products to be returned/exchanged
- Reason for the return, exchange or cancellation
- If the product is faulty or damaged, please include clear photos of the fault/damage
Once we receive your message, we will send you a confirmation along with return or exchange instructions.
Condition of Returned Products
Returned products must be unused and in their original packaging. We do not accept returns of products that are clearly used or damaged (unless the product arrived faulty).