Refund and Returns Policy

IMPORTANT: Especially in regard to board games, many manufacturers are willing if not eager to send replacements for damaged/missing pieces, correcting misprints, etc. Please consider reaching out to the manufacturer for such things if possible. We are willing to reach out for you as part of our RMA process if you do not feel comfortable doing so.

Overview

This policy applies to all purchases made in-person or via our website. For purchases made on other channels, please refer to our listed polices and contact us solely via that channels messaging. For your convenience, links to all official channels are provided below. If you made a Steamworks Café purchase through any other channel, please contact our Support Team immediately to report!

Our refund and returns policy lasts 30 days from date of purchase or 15 days from date of delivery, whichever is greater. If this time period has passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return you must have an account with us, your item must be unused, and the item must be in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Such items include but are not limited to food and drinks, magazines, and used/open-box items cannot normally be returned. We also do not accept products that are intimate or sanitary in nature, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards.
  • Downloadable software products.
  • Used/open-box items.
  • Clearance items.

To complete your return, we require a receipt or other proof of purchase.

Please do not send your full purchase back to the manufacturer unless instructed to do so by one of our team members.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection, either partial or in full, of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment as follows:

  • Cash: At this time, refunds for cash purchases will be given in the form of store credit.
  • Card Purchases:
    • Credit/Debit: The refund amount minus processing fees set at time of purchase will be refunded, within a certain number of days as is determined by the card processer and your card company, typically within 3-10 business days.
    • Gift-Card: The refund amount minus processing fees set at time of purchase will be refunded and should be usable immediately. Please allow up to 24 hours for balance to update across all usable channels.
  • Cogs (Loyalty Points): Cogs are non-refundable and forfeited upon item return. Cogs gained from purchases made and returned are also forfeited at the same rate they were gained as defined by our Loyalty Program at time of purchase.

Note: if your item was ordered and shipped as a Gift, please see our Gifts Policy.

Late or missing refunds

If you haven’t received a refund within 10 days, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact our Support Team.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact our Support Team.

Gifts

All items marked and shipped as gifts when purchased are not eligible for normal refunds. Instead, once the returned item is received, a gift certificate in the form of a discount code will be sent to you.

If the item you received as a gift wasn’t marked as a gift when purchased, we will need to process the refund as normal for the original purchaser. Normal rules and restrictions apply. Therefore, they will be made aware of the return/refund.

Shipping returns

If required, you will be instructed by our support team on how to best return your product.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are receiving a refund the cost of return shipping may be deducted from your refund.

Any shipping returns must use trackable shipping service. We don’t guarantee that we will receive your returned item.

Need help?

Please contact our Support Team for questions related to refunds and returns.