Returns and Exchanges Policy
At More Than Meeples, we offer return and exchange for all of our products not purchased ‘On Sale’, on ‘Clearance, Trading Card Game (TCGs) or Kickstarter product. All returns are at the discretion of More Than Meeples Pty Ltd. Please read our full returns and exchanges policy below as well as our Terms of Service for more information.
To initiate a return request please contact us at support@morethanmeeples.com.au within 14 days of receipt of goods. Please do not return goods either via post or to our office without starting the return process through the above email.
Returns
Our return policy lasts 14 days starting from the date you receive your purchase; This will either be the date that you receive your package from our shipping partners or the date of collection when choosing local pickup. Return requests received after 14 days are no longer eligible for a refund or exchange.
Return Eligibility
To be eligible for a return your product/s must meet these conditions.
- The product/s must be returned in its/their original packaging including original shrink wrap where applicable, are unused and in re-sellable condition
- Proof of Purchase must accompany the returned product.
- The product was not a product on ‘Sale’, ‘Clearance’, a TCG or Kickstarter product.
- The product was not a Gift Card.
- The product was not a consumable (card sleeves, paint etc)
All returns will be carefully inspected by our staff upon receipt into our warehouse to ensure all the above conditions are met, prior to approving any applicable refund request. Please provide us with any and all information that will help process your request including advising us of any issues relating to your order before returning the product/s to us.
All returns non-compliant with our above conditions will not be eligible for a refund or exchange and will be held at our warehouse until the customer collects their product or pays to have their product reshipped. If the return is not collected within 14 days or if the cost of return shipping is not paid within 14 days, the return will be considered abandoned and disposed of by the More Than Meeples team.
Exchange Service
At More Than Meeples, we want you to be completely satisfied with your product and ordering experience; That is why we offer a ‘Change of Mind’ exchange service on all of our products that meet our ‘Return Eligibility Criteria’. For an exchange, we only provide store credit via a gift voucher less any applicable credit card processing fees, BuyNowPayLater fees (Klarna, LatitudePay, AfterPay, Zip) and shipping costs.
The following conditions apply:
- An exchange must meet all ‘Return Eligibility’ Criteria as outlined above.
- The customer provides Proof of Purchase and the applicable Order Reference Number.
- The customer is responsible for the cost of return shipping.
- Store credit provided will be limited to your original purchase price as designated on your Proof of Purchase minus shipping and payment processing fees paid.
All product exchanges will be inspected by our staff to ensure all the above conditions are met, prior to approval. Once approved, our team will issue you a gift voucher via your designated email address within 48 hours of approval for use on our online store. Gift vouchers are valid for three (3) years from date of issue.
Please note any and all damages to the product/s may affect your exchange value. We encourage you to use sufficient protective packaging when returning the product to ensure the game is returned as it was originally received.
Faulty, Defective or Damaged Products
Our goal at More Than Meeples is to provide a seamless and safe shopping experience to all of our valued customers and we ensure that all of our inventory is free from damage and/or defect prior to leaving our warehouse.
If you have received a product that you believe is damaged, faulty or defective please contact us at support@morethanmeeples.com.au within 14 days of receiving the product/s and provide us with the following information:
- Proof of Purchase
- Order Number
- Photographic evidence of the damage, fault or defect including the state of packaging where applicable.
Our team assess all claims on a case-by-case basis and endeavours to respond to all claims within 2 business days.
If we approve your request for a faulty, defective or damaged product, you will be entitled to one of the following:
- A replacement part where applicable (including postage paid by us, where applicable).
- A replacement of the entire faulty product (including postage paid by us where applicable).
- A partial or full refund of the purchase price minus shipping and payment processing costs via a More Than Meeples gift card or a credit to your original payment method.
It is our goal that we will always work with our valued customers to ensure a satisfactory outcome. We kindly ask for your patience as it may take some time to source spare parts and liase with our suppliers or publishers where applicable. We thank you for your understanding.
Refunds
The More Than Meeples refund option only applies to faulty, damaged, or defective products, or products that More Than Meeples is unable to fulfil including Preorders and Kickstarter Preorders. Refunds are subject to our ‘Return Eligibility Criteria’, and the statutory rights and guidelines as set out by the Australian Competition & Consumer Commission (ACCC). For change of mind returns, only store credit will be offered please refer to the guidelines under ‘exchange service’.
Refunds Process
Upon receiving your return, the More Than Meeples team will inspect your product/s and we will endeavour to send you an email notification within 2 business days to let you know we have received your returned products. We will also notify you of the approval or rejection of your refund and will then offer either store credit or a full or partial refund which will be automatically applied to your credit card or original method of payment within a certain number of days.
All refunds generally take 3-7 business days to process from the date our warehouse approves your refund request.
Please note that all applicable credit card processing, shipping charges, BuyNowPayLater fees (Klarna, LatitudePay, AfterPay, Zip) are non-refundable. If you receive a refund, we will deduct these fees from your refund or store credit.
Late or Missing Refunds
If you have not received your refund by the advised estimated date, we encourage you to check your bank statement again, followed by contacting your credit card company if your refund was processed by credit card as it may take some time before your refund is officially processed. After this, please contact your bank as refund processing times can vary. Following this please get in touch with us at support@morethanmeeples.com.au and we will follow up on our end.
Shipping
For return shipping information please contact us on support@morethanmeeples.com.au to arrange the return of your product.
Please note that except for where goods are faulty, defective or damaged, all freight costs to return the product to us by Courier or Post or for More Than Meeples Pty Ltd to resend a new product back to the customer are wholly the responsibility of the customer.
Where goods are faulty, defective or damaged, all goods must be received by More Than Meeples within 14 days from proof of shipment.
We are not responsible for any lost returned or damaged parcels, as such we recommend using a traceable method such as registered post or traceable courier as well as opting for insurance on all returns valued over $75 Australian Dollars.
International Customer Return and Refund Policy
We do not accept Change of Mind Returns for international shipments. For damaged, defective or faulty product/s, all returns, and refunds are assessed on an individual, case-by-case basis. Please contact us on support@morethanmeeples.com.au for more information.
