Refund policy

Refund policy

Refund & Returns Policy

Updated: October 31, 2026

Quick summary

  • 24-hour grace window (most orders): Any transaction may be canceled for a refund to the original payment method within 24 hours of purchase, provided it has not already been fulfilled or redeemed as store credit.
  • Large / high-risk orders (exception): Orders that are unusually large in quantity, high in total value, or flagged for manual review/verification may have cancellation restrictions. If cancellation is requested, we may (a) refuse cancellation once processing/fulfillment begins, and/or (b) deduct non-refundable payment processing fees and related handling costs from the refund, up to 15% of the total paid.
  • After 24 hours: in-stock items are generally non-refundable, except for eligible fulfilled-order returns and exchanges under the 30-day amendment below. Payment-source cancellations requested after the 24-hour window and before shipment may incur a processing fee of 15% of the total paid.
  • Fulfilled-order returns and exchanges: unopened merchandise in brand-new condition must reach BSG within 30 calendar days of tracked delivery. The customer pays return shipping. Credit is issued as store credit less a 15% reduction in value; if the return arrives damaged, BSG determines the reduction after inspection. See the full amendment below.
  • Transit damage: email photos within 7 days of delivery; we’ll help with a carrier claim.
  • Missing or defective parts inside sealed new games: If a factory-sealed game is opened and found to have missing, mispacked, or factory-defective internal components, opened products are not eligible for return, refund, or exchange through Boarding School Games. We do not provide replacement parts. Customers should contact the publisher/manufacturer directly for any available component replacement or warranty support. Publisher policies vary, and some support programs may be limited to purchases made through authorized channels.
  • ZBag & Gift Cards: Purchased ZBag and gift cards are refundable to the original payment method for 24 hours if unredeemed; after 24 hours, or after any portion has been redeemed, those purchases are final, subject to applicable law. ZBag balance protection and forfeiture are governed by Section 6 of our Terms of Service.
  • Used products: sold as-is after re-certification; no returns.
  • Shipping: non-refundable except for carrier-confirmed loss.

Independent reseller status

Boarding School Games is an independent reseller and may not be an authorized retailer, distributor, affiliate, or partner of every publisher or manufacturer whose products appear on our site.

Unless a listing says otherwise, products sold as new are genuine, sealed retail products lawfully acquired for resale. Publisher warranties, replacement-part programs, organized-play benefits, promotional benefits, or other authorized-channel services may vary by publisher and may not apply to purchases from Boarding School Games.

24-hour cancellation window (most orders)

All transactions, including in-stock purchases, ZBag purchases, and gift card purchases, are cancelable for a refund to the original payment method within 24 hours of purchase, provided the order has not already been fulfilled or redeemed as store credit within that window.

Large / high-risk orders (manual review exception)

Orders that are unusually large in quantity, high in total value, or flagged for manual review/verification (including suspected resale, policy abuse, fraud risk, or the need to verify address/payment details) may have cancellation restrictions even within the 24-hour window.

  • If a cancellation is requested, we may refuse cancellation once processing/fulfillment begins.
  • If we do cancel/refund, we may deduct non-refundable payment processing fees and related handling costs from the refund, up to 15% of the total paid.
  • If we are able to void the authorization and avoid processing fees, we will do so.

In-stock purchases (after 24 hours)

After the 24-hour cancellation window, in-stock product is non-refundable except for eligible fulfilled-order returns and exchanges under the 30-day amendment below. Outside that amendment, we may choose, at our sole discretion, to issue a store-credit refund in limited circumstances, following the refund-balance rules below.

If you request a payment-source cancellation after the 24-hour window and before shipment (or within 24 hours for Large/High-Risk orders as described above), a processing fee of 15% of the total paid may apply (covers non-refundable processor fees, restock/handling, and related costs).

Returns and exchanges of fulfilled orders

Amended October 28, 2026. This amendment applies only to customer-requested returns or exchanges of merchandise from orders already fulfilled by Boarding School Games.

  1. Merchandise must be unopened and in brand-new condition.
  2. We must receive the merchandise no later than 30 calendar days after the date tracking shows it was delivered to you, or for Local Delivery, the date we delivered it. Returns or exchanges received after that deadline are not accepted.
  3. The customer pays return shipping.
  4. Approved returns and exchanges are issued as store credit for the merchandise amount actually paid, less a 15% reduction in value. This means 85% of that merchandise amount is credited when the standard reduction applies. For an exchange, use the resulting store credit toward replacement merchandise.
  5. If the returned merchandise arrives at Boarding School Games damaged, we will inspect it and determine the reduction in value based on its condition instead of applying the standard 15% reduction.

Email dean@boardingschoolgames.com with your order number before sending merchandise back so we can provide return instructions. Credit is issued after receipt and inspection and follows the existing refund-balance rules. This merchandise return/exchange amendment provides store credit, not a refund to the original payment method.

All other policies remain unchanged, including cancellation rules, used-product terms, transit-damage claims, opened-product and factory-component exclusions, ZBag and gift-card rules, and existing shipping-charge terms.

Transit damage or loss

If an item arrives with transit damage, please email clear photos of the item, shipping box, and label within 7 days of delivery. We’ll assist with a resolution. Shipping charges are non-refundable, except in the case of carrier-confirmed loss.

Missing or defective components inside sealed new games

If a factory-sealed game is opened and found to have missing components, mispacked contents, or factory-defective internal parts, it is not eligible for return, refund, or exchange through Boarding School Games.

Boarding School Games does not provide replacement parts for factory-sealed games opened and found to have internal component issues. Customers should contact the publisher or manufacturer directly for any available component replacement or warranty support.

Publisher policies vary, and some warranty, replacement-part, promotional, organized-play, or other support programs may be limited to purchases made through authorized channels.

This section applies only to issues with the contents of a sealed product itself. If your shipment arrived with external transit damage, email us within 7 days of delivery with clear photos of the item, shipping box, and shipping label and we will assist with the shipping-side issue.

ZBag (store credit) & Gift Cards

  • Purchased ZBag credits and Boarding School Games gift cards are refundable to the original payment method for 24 hours if not redeemed.
  • After 24 hours (or once any portion is redeemed), purchases of ZBag or gift cards are final.
  • For spending ZBag, gift-card gifting and conversions, see the ZBag guide. ZBag, gift cards and Shopify store credit are separate balances. Refund eligibility and refund destinations remain subject to this Refund Policy. Gift cards cannot be used to purchase ZBag.
  • Refund balances: Refunds expressly due to the original payment method under our 24-hour grace period or applicable law continue to follow those rules. For an approved refund of an amount originally paid with ZBag, that amount returns to ZBag. Other approved store-credit refunds normally go to Shopify store credit. We may offer ZBag instead at our discretion and with your authorization. Shopify store credit and ZBag are separate balances. A refund or cancellation also affects the associated rebates as explained in these policies.
  • ZBag and gift cards have no fees and do not expire.
  • ZBag forfeiture: To the extent legally permitted, purchase bans and confirmed ZBag exploitation result in forfeiture of remaining ZBag, including pending rebates. Business use may result in forfeiture at BSG's discretion, to the extent legally permitted. Losing NiceList gift-rebate eligibility alone does not forfeit the balance. Purchased ZBag that cannot lawfully be forfeited is handled as applicable law requires; ordinary refunds and any required cash or original-payment refund rights remain governed by this policy and applicable law.
  • Purchased ZBag: Purchased value is forfeited only where legally permitted. Any purchased value that cannot lawfully be forfeited will be handled as applicable law requires. Balances not lawfully forfeited may be converted to a Boarding School Games digital gift card of equal value delivered to the email on file, subject to any different treatment required by law.

Used products

Used items are re-certified for completeness/playability before shipping and may require extra handling time. Due to the nature of used goods and fraud risk, used items are sold as-is after certification and are not returnable.

How to request help

Email us with your order number at dean@boardingschoolgames.com. For transit issues, include photos of the item, shipping box, and label.

Shipping charges & return shipping

  • Shipping charges are non-refundable except in case of carrier-confirmed loss.
  • If a package is returned to sender because of an incorrect or incomplete shipping address you provided, you may be required to pay additional shipping to have it sent again. See our Shipping Policy for address accuracy and correction details.
  • If we authorize a physical return, we’ll provide instructions. Unauthorized returns may be refused.

Additional terms

  • If a ZBag balance shows no activity for 12 months, we may convert the remaining balance to a BSG digital gift card of equal value (no fees, no expiration) and email it to the address on file.
  • If we change ecommerce platforms, discontinue ZBag, or close an account, we may convert remaining ZBag that is not lawfully forfeited to a BSG digital gift card (equal value, no fees, no expiration), subject to any different treatment required by law.

This policy works together with our Terms of Service and Shipping Policy. If anything here appears to conflict, the Terms of Service control.