Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a "Change of Mind" return.

Please note that acceptance of "change of mind" returns are always at the discretion of Valley Miniature Gaming.  We reserve the right to refuse or apply additional conditions on any "change of mind" returns including (and not limited to) restocking fees, partial refunds etc.

To be eligible for a return, the item must be in the same condition that you received it, unopened, unused and in its original packaging. You’ll also need the order number as proof of purchase. 

To start a return, you can contact us at contact@valleyminiaturegaming.com.au. If your return is accepted, we will forward instructions on where to address your package.

Please note that postage costs and labels for "change of mind" returns are the responsibility of the purchaser. and original postage charge will not be included in the refund.

You can always contact us for any return question at contact@valleyminiaturegaming.com.au.

NOTE:  When returning items please make sure that they are carefully packed for postage.  Any items returned to us not "As New" will not be eligible for a refund.

Damages and issues

Product issues and delivery mistakes do occur from time to time, so please inspect your order upon receipt (or pickup) and contact us immediately via email (contact@valleyminiaturegaming.com.au) if the item is defective, damaged or if you receive the wrong item/missing items, so that we can evaluate the issue and make it right. (Please note that any defective items must be reported with 14 days of receiving the item/s).  After this period we will treat the order as correctly sent.

Please note that for product issues we may need to contact the supplier/manufacturer or distributor for a solution.  While we do our best this could take anywhere up to 2 weeks (or longer) for an answer.

In all cases above photos of order/product are generally required.

Solutions may include return of the original product (at our expense) for a refund/exchange or credit.  We might also send missing parts or offer a discount on the original purchase.  Note that each issue is treated on a case by case basis.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method (less any applicable restocking fees or postage charges). Please remember it can take some time for your bank or credit card company to process and post the refund too.