Returns Policy

Change of mind

 

If you have simply changed your mind about your purchase, Dungeon Crawl may offer you an exchange or refund provided that:

 

  • The purchased item is still in a brand new and unused condition - with all original packaging and content included

  • The purchased item is in a saleable condition

  • We are contacted within 7 days of the item being received. (This may be extended by Dungeon Crawl during gift giving periods eg: Christmas).

 

There are some items that will not be accepted back for Change of Mind returns - please consider this when purchasing these items:

 

  • Gift cards, digital items, product keys or any item in which a code is email/delivered to you.

  • Worn clothing items

  • Unsealed PC games

  • Clearance items

  • Auction items

 

 

Original shipping costs will not be refunded for change of minds returns. If you wish to exchange a change of mind item, then additional postage costs may be required for the new item. If you exchange for an item of higher value, the difference will need to be paid for. If you exchange your purchase for an item of lesser value, this amount may be refunded back to you, or provided to you in store credit.

 

Dungeon Crawl does not cover the cost of return shipping for change of mind items. The return postage cost and method is the full responsibility of the customer. We strongly advise that when posting the item back you use:

 

 

  • A postage service that includes a tracking number and/or shipping insurance

  • Strong, secure packaging for your item

 

Dungeon Crawl will not accept back, or compensate any returns that are damaged in transit to us, or that get lost in transit to us. Items that cannot be accepted back will be returned to the customer at their expense.

 

To arrange a return please contact us: sales@dungeoncrawl.com.au

 

Wrong item received

 

If you have received an item, different from the item originally purchased, Dungeon Crawl may offer you an exchange or refund provided that:

 

  • The received item is still in a brand new and unused condition - with all original packaging and content included

  • The received item is still in a saleable condition

  • We are contacted within 7 days of the item being received. (This may be extended by Dungeon Crawl during gift giving periods eg: Christmas).

  • A photo is provided of the item received for confirmation

 

Dungeon Crawl will either cover, or refund you the return shipping cost for confirmed incorrect items received, within reason. We will require a copy of your return postage receipt in order to refund this cost to you - please include a photocopy of the receipt with your return. Alternatively, you can send us a photo or scan via email. We will not process a refund on return postage costs without a receipt.

In the event that the return postage method is the responsibility of the customer, we strongly advise that when posting the item back you use:

 

 

  • A postage service that includes a tracking number and/or shipping insurance

  • Strong, secure packaging for your item

 

Dungeon Crawl will not accept back, or compensate any returns that are damaged in transit to us, or that get lost in transit to us. Items that cannot be accepted back will be returned to the customer at their expense.

Once the wrong item has been safely received by Dungeon Crawl, we will either refund you the full purchase cost or send you the originally purchased item at no extra cost to you. Items that cannot be accepted back will be returned to the customer at their expense.

Wrong items received due to customer error can be accepted back as a change of mind return, providing they meet the conditions outlined in the 'Change of mind' returns policy.

 

If you believe that you have been sent the wrong item please contact us: sales@dungeoncrawl.com.au

 

Faulty or Damaged items

 

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure. Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made. For more information please click here.

Dungeon Crawl will replace, repair or refund any faulty item provided that:

 

  • If the fault occurs within the timeframe stated below, and that we are contacted within 7 days of discovering the fault

  • The fault/damage is not due to misuse, neglect or reasonable wear and tear through use

  • All contents and packing including chargers, peripherals and DLC codes are returned to us, along with the faulty item/s

 

Dungeon Crawl reserves the right to request additional information in order to confirm if the product is faulty, before actioning a resolution. This may include:

 

  • Instructions on how to replicate the fault

  • Photographic evidence

  • Requesting that the item be returned to us for testing

  • Sending the product to the distributor or manufacturer for testing

 

Dungeon Crawl will either cover, or refund you the return shipping cost for confirmed faulty/damaged items, within reason. We will require a copy of your return postage receipt in order to refund this cost to you - please include a photocopy of the receipt with your return. Alternatively, you can send us a photo or scan via email. We will not process a refund on return postage costs without a receipt. If a returned item is confirmed to be working (not faulty), then this postage cost will not be refunded, and the item will be posted back at the customer expense.

In the event that the return postage method is the responsibility of the customer, we strongly advise that when posting the item back you use:

 

 

  • A postage service that includes a tracking number and/or shipping insurance

  • Strong, secure packaging for your item

 

Dungeon Crawl will not accept back, or compensate any returns that are damaged in transit to us, or that get lost in transit to us. Items that cannot be accepted back will be returned to the customer at their expense.

PC software titles will only be considered as faulty, if the issues is confirmed as being a direct manufacturing fault. Problems arising due to the customer having incorrect hardware (eg: Incompatible Graphics Card, RAM) or from out of date software (eg: Drivers, Firewall issues) will not be considered as grounds for a faulty return. Dungeon Crawl may require confirmation from publishers in order to confirm any manufactoring faults.

Timeframe for Faulty Returns

 

Product Type

Timeframe

Software, Books, Comics, Board Games, TCG, Clothing

1 Month (from delivery)

Accessories, Controllers, Headsets

12 Months (from delivery)

Toys, Collectables

3 Months (from delivery)

 

(A refund may be available after these timeframes if there has been a breach of Consumer Guarantees.)

 

If you believe that your purchase is faulty please contact us: sales@dungeoncrawl.com.au

 

Address Error/Return to Sender (RTS) Returns

 

Dungeon Crawl may repost your order if it is returned to us due to one of the following reasons:

 

  • An address error due to a wrong postal address on the order

  • The driver was unable to deliver your order

  • The item was not collected from your local Post Office within 14 days

 

Items will be reposted at the customer’s expense. If the item was returned due to an error on Dungeon Crawl’s behalf, then the item will be resent at no additional cost to the customer.

 

To arrange the postage of a RTS item please contact us: sales@dungeoncrawl.com.au

 

Items damaged in transit

 

Dungeon Crawl may replace, repair or refund an item that has been damaged in transit providing that:

 

  • We are contacted within 48 hours of the item being received

  • Photographic evidence of the damaged item AND the packaging are provided

 

Depending on the extend of the damage, Dungeon Crawl will either:

 

  • Provide a partial refund

  • Send replacement parts to compensate for any damage eg: Game case, manual

  • Request that the item be returned to our warehouse for a refund or replacement

 

Dungeon Crawl will either cover, or refund you the return shipping cost for items damaged in transit within reason. We will require a copy of your return postage receipt in order to refund this cost to you - please include a photocopy of the receipt with your return. Alternatively, you can send us a photo or scan via email. We will not process a refund on return postage costs without a receipt.

In the event that the return postage method is the responsibility of the customer, we strongly advise that when posting the item back you use:

 

 

  • A postage service that includes a tracking number and/or shipping insurance

  • Strong, secure packaging for your item

 

Dungeon Crawl will not accept back, or compensate any returns that are damaged in transit to us, or that get lost in transit to us. Items that cannot be accepted back will be returned to the customer at their expense.

 

If you believe that your item has been damaged in transit, please email us via sales@dungeoncrawl.com.au