Refunds & Returns Policy

This policy explains how refunds, returns, exchanges, and cancellations work for purchases made from Indies At War, including in-game digital purchases (e.g., premium access, cosmetics, unlocks), print-on-demand (POD) items, personalized goods, and any stocked physical products. Our game downloads are free and are not sold. Nothing here limits your statutory rights where applicable (e.g., EU/EEA consumer protections) or other mandatory rights under local law that cannot be excluded.

1) In-Game Digital Purchases (Premium Access, Cosmetics, Unlocks)

• All sales are final once the item is delivered to your account or a feature is enabled, unless a refund is required by law.
• Delivery & linkage: digital items are delivered instantly to your Indies At War account (IAW ID) and are non-transferable. They cannot be returned or exchanged.
• Mistaken purchase (not used/activated): if you purchased in error and the item has not been used, consumed, or activated, contact support@indiesatwar.com promptly with your order ID. We’ll attempt to cancel before fulfillment; cancellation isn’t guaranteed once delivery begins.
• Defective or inaccessible content: if a technical error on our side prevents delivery or access, contact us within 14 days with your order ID and details. We’ll troubleshoot and, if unresolved, provide a replacement or refund.
• Compatibility & performance: hardware/driver incompatibilities, third-party software conflicts, or performance below user expectations are not product defects. We’ll offer reasonable support/workarounds but do not guarantee performance on every system.
• Account enforcement: refunds or chargebacks may result in removal of related entitlements. Account sanctions for Terms violations do not create refund eligibility.
• Pricing: price changes and limited-time promotions do not qualify for retroactive credits or refunds.

2) POD & Personalized Items (Apparel, Posters, Prints)

POD and personalized products are made to order specifically for you. As such, they are generally non-returnable and non-refundable for buyer’s remorse, wrong size ordered, or minor color/print variance inherent to on-demand production (including tolerances in sizing and color).

• Production errors / misprint / damaged on arrival: report within 30 days of delivery with clear photos of the item, packaging, and shipping label. After validation, we will provide a free reprint/replacement or refund.
• Wrong item received / wrong print: report within 30 days with photos; we will reprint/replace or refund.

Undeliverable, Address Issues & Unclaimed Parcels

• Customer-provided address: you are responsible for entering a complete and accurate shipping address (including apartment/unit, postal code, contact phone where required).
• If a parcel is undeliverable due to an incorrect or incomplete address, or is unclaimed after delivery attempts, it may be returned to our print partner or disposed of by the carrier.
• Personalized products: because items are custom-made, orders returned to sender or lost due to incorrect/incomplete addresses or unclaimed delivery attempts are not refundable.
• Re-shipment: where possible, we can re-ship after you provide a valid address, at the customer’s expense (including shipping and any applicable re-production if the carrier disposed of the parcel).

International, Customs & Duties

• Recipients are responsible for any import duties, taxes, or clearance fees. Refusal to pay duties or failure to clear customs may result in return or disposal; such orders are not refundable.
• Re-shipment (if possible) will be at the customer’s expense and may incur duties again.

3) Stocked Physical Goods (Non-POD)

For non-custom, non-POD stocked items we ship from our own inventory, EU/EEA consumers have a 14-day right of withdrawal starting the day after delivery. Notify us within 14 days and return within a further 14 days.

• Condition: unused, in original packaging with all tags/accessories. Items returned used, damaged, or missing parts may receive a partial refund or be refused.
• Refund: the item price will be refunded; original shipping fees are refundable only where required by law or where return is due to our error.
• Return shipping: unless the item was defective or we shipped the wrong product, the customer pays return shipping. We may provide a prepaid label and deduct the cost from the refund.
• Exclusions: hygienic items and opened sealed media cannot be returned unless defective.

4) Delivery Issues: Damage, Loss, Delays

• Damage on delivery: report within 30 days of delivery with photos of the product, packaging, and label. After validation, we’ll replace/reprint or refund.
• Lost in transit: report a non-delivery within 30 days of the ship date. We will investigate with the carrier and, once confirmed lost, replace/reprint or refund.
• Delays: carrier or customs delays are outside our control and are not refundable. We’ll help track and escalate as needed.

5) Exchanges

For POD/personalized items, exchanges (e.g., size/color) are not available because items are made to order. For stocked items, exchanges may be possible where inventory allows; new shipping charges may apply.

6) Order Changes & Cancellations

• Before production/shipment: contact us as soon as possible. If a POD order hasn’t entered production or a stocked item hasn’t shipped, we’ll cancel or adjust.
• After production/shipment: POD orders cannot be altered; stocked items can be handled through the returns process after delivery.

7) Shipping Fees & Promotions

• Original shipping fees are non-refundable unless required by law or where the return is due to our error.
• “Free shipping” promotions apply to the initial shipment only and are not redeemable as cash. If re-shipment is needed due to customer address error, unclaimed parcels, or customs refusal, standard shipping charges apply to the re-shipment.

8) How to Start a Return or Report an Issue

1. Email support@indiesatwar.com with your order ID, description of the issue, and photos for damaged/misprinted items.
2. Wait for our RMA instructions. Do not return items to the manufacturer or “sender” address unless we provide it—POD returns go to specific facilities.
3. Ship returns (if applicable) with a trackable service and keep the receipt and tracking number.

9) Refund Method & Timing

• Approved refunds are issued to the original payment method.
• After eligibility confirmation (and receipt of any required return), refunds typically appear within 5–10 business days, subject to your bank/card issuer.
• Customs/duties and original shipping are not refundable unless required by law or the return is due to our error.

10) Chargebacks & Abuse

If something goes wrong, please contact us first—we resolve most issues quickly. We may decline service or close accounts in cases of return abuse, fraud, or chargebacks without prior contact.

11) Governing Law & Regional Rights

We are based in Portugal. If you are in the EU/EEA, your statutory consumer rights under EU/EEA law (including distance-selling withdrawal rights for eligible purchases and legal guarantees for goods and digital content) apply in addition to this policy. If you are outside the EU/EEA, you may have mandatory consumer rights under your local law; nothing in this policy limits those rights. Where permitted by applicable conflict-of-laws and jurisdiction rules, this policy and our Terms are governed by Portuguese law, and disputes may be brought in your local courts or other competent courts as required.

12) Contact

Questions? Email support@indiesatwar.com. Please include your order ID for faster assistance.