Refund policy

Change-of-mind returns

For eligible change-of-mind returns:

• You must contact us before sending the product back.
• You are responsible for the direct cost of return shipping unless applicable law provides otherwise.
• Original expedited shipping charges, if any, may not be refundable except where required by law.
• We do not charge a separate restocking fee for approved eligible returns.

If we provide or arrange a prepaid return label, the label cost will be confirmed in the return authorization before you ship the product. Where permitted by law, that cost may be deducted from your refund.

Return shipping costs vary by destination country or region, carrier route, battery-handling requirements, package weight, and whether a prepaid return label is available.

Defective, damaged, or incorrect items

If you receive a defective, damaged, or incorrect item, contact us within 7 calendar days of delivery.

Please include:

• order number
• description of the issue
• photos or videos showing the issue
• photos of the packaging and shipping label if the parcel was damaged

After review, we may offer troubleshooting, replacement parts, repair, replacement, return label, or refund depending on the issue and applicable law.

If the item is confirmed to be defective, damaged in transit, incorrect due to our error, or otherwise non-conforming, we will provide an appropriate remedy and will not deduct return shipping or prepaid label costs where applicable law requires us to cover the return cost.

How to start a return

To start a return, email support@chessrobotshop.com or use the Contact page.

Please include:

• order number
• name used on the order
• email used on the order
• reason for return
• photos or videos if the item is damaged, defective, or incomplete

Do not send items back without return authorization. Returns sent without prior authorization may be refused or delayed.

Return shipping instructions

After your return request is reviewed, we will provide return instructions. Please pack the product securely. Returned products must include all original accessories, chess pieces, manuals, packaging, and included items.

We strongly recommend using a tracked shipping service. We are not responsible for return parcels lost because tracking was not used or because the parcel was sent to the wrong address.

Refund timing

After we receive and inspect the returned item, we will notify you whether the refund is approved. If approved, refunds will be issued to the original payment method.

Refund processing time may vary by payment provider. After we issue the refund, your bank, card issuer, PayPal, Shop Pay, or payment provider may need additional time to post the funds to your account.

Non-returnable items

The following items may not be eligible for return unless defective or required by law:

• digital downloads
• software files
• gift cards
• final-sale items clearly marked as final sale
• items damaged by misuse, unauthorized repair, modification, liquid exposure, impact, or improper operation
• items missing essential accessories or serial labels

Order cancellation

If your order has not shipped, contact us as soon as possible to request cancellation. If the order has already shipped, you may need to follow the return process after delivery.

EU / UK customers

Eligible online purchases by EU or UK consumers may be subject to statutory cancellation or withdrawal rights. For eligible goods, customers generally have 14 days from delivery to notify the seller that they wish to cancel, and additional time to return the goods as required by applicable law.

For eligible statutory cancellation or withdrawal returns, direct return shipping costs may be the customer's responsibility where permitted by law and disclosed before purchase. Refunds of eligible standard outbound delivery charges are handled according to applicable law.

This policy does not limit statutory rights available to consumers in the EU, UK, or other jurisdictions.