Refund policy

Created: November 4, 2023
Last updated: December 10, 2024

Replacements for Missing/Broken Parts

If your English language version of any Thunderworks product has missing or broken parts, we are happy to provide free replacements.
Email info@thunderworksgames.com and provide a) your full mailing address + phone number, b) a description of what parts are missing/broken and list the product name, and c) upload a picture for our records.
For non-English language products, please contact the publisher who produced the localized version of the game for support.

If any items you ordered from Thunderworks arrive with significant damage, we may be able to offer a replacement item or a partial refund on a case-by-case basis.
Before requesting a replacement, please consider that: a) replacing a box is very expensive as we have to open a brand new game (our factories do not provide replacement boxes) and b) it is possible that the second shipment may also arrive with damages, in spite of our best efforts to protect your game.
Email info@thunderworksgames.com and provide a) your order number (beginning with the letter "S") or mention the Kickstarter project that you backed, b) a description of what is damaged and list the product name, and c) upload multiple pictures for our records.

After receiving any order purchased from Thunderworks (whether pre-order or other order), you may return the items within 30 days for a full refund provided that: a) the items are still sealed and b) you pay the return postage costs to our US warehouse in Middleton, WI.
You must contact us before returning the items or we cannot guarantee you'll be eligible for a refund if you ship something back before contacting us.
Email info@thunderworksgames.com from the email address you used to place the order and provide a) your order number (beginning with the letter "S") or mention the Kickstarter project that you backed and b) the products you'd like to return.
Please return the items using a similar amount of packing materials as when you receive the package (ideally in the original packaging), to avoid damages on the return shipment. We reserve the right to deduct a restocking fee for products returned that are damaged or missing any parts. After we receive your return, you'll receive a refund back to your original payment method(s).

You may request a full refund for items pre-ordered from Thunderworks on a) Kickstarter or b) our webstore - for any reason - up until 2 weeks prior to the fulfillment of your pre-ordered items.
Email info@thunderworksgames.com from the email address you used to place the pre-order and provide a) the products for which you'd like a refund and b) where you pre-ordered them (e.g. Kickstarter or Thunderworks webstore). You'll receive a refund back to your original payment method(s).
Please read the latest Kickstarter update for the related project to see the current delivery estimate.

For all products not labeled as a pre-order, refunds are possible but not likely based on how quickly we process orders. If we have not processed your order yet, you may receive a full refund for your order.
"Ship from US" products: Because orders for these products are processed within 1 business day, it is unlikely you will be able to receive a refund for these items after placing an order.
Other "Ship from" products: Orders shipped from other regions (e.g. "Ship from Germany") have longer processing times and it may be possible to refund your order of these items.
Email info@thunderworksgames.com from the email address you used to place the order and provide a) your order number (beginning with the letter "S") and b) the products for which you'd like a refund. You'll receive a refund back to your original payment method(s).

We understand that life situations and shipping issues may necessitate refund/return/damage requests and we are happy to offer refunds or replacements when possible. However, for customers who submit refund/return/damage requests on multiple orders (whether pre-order or other order), Thunderworks may - at its own discretion - refuse to honor refund/return/damage requests, starting with the second request.