Refund policy
At TurnOakGames, we want you to be satisfied with your purchase. If you are not satisfied with an eligible item, you may request a return within 30 days of receiving your order.
1. RETURN WINDOW
You may request a return within 30 days of the date your order was delivered. To request a return, use the Contact Us form on our online store. Please include your order number and reason for the return. Do not send a product back before contacting us. Once your request is approved, we will provide return instructions and the applicable return address.
2. RETURN CONDITIONS
To be eligible for a return, the item must be unused and in its original condition, include all original components, accessories, manuals, and packaging, and be returned according to the instructions from our customer support team. Items that have been used, intentionally damaged, altered, or returned with missing components may not be eligible for a refund.
3. RETURN SHIPPING COSTS
For returns due to a change of mind, ordering the wrong product, or other reasons not caused by an error on our part, the customer is responsible for return shipping costs. Original shipping charges, if any, are non-refundable unless required by applicable law. If you received an incorrect, damaged, or defective product, contact us before returning it. When the issue is confirmed, TurnOakGames will provide an appropriate solution and cover applicable return shipping costs.
4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order when it arrives. If an item arrives damaged, defective, or different from what you ordered, contact us through the Contact Us form as soon as possible. Include your order number, a description of the issue, and clear photos showing the product and problem. After reviewing the request, we will provide an appropriate resolution, which may include a replacement or refund.
5. REFUNDS
Once your returned item has been received and inspected, we will notify you by email whether your refund has been approved. If approved, the refund will be issued to your original payment method. Please allow 7–10 business days for an approved refund to be processed. Your bank or payment provider may require additional time before the refund appears in your account.
6. EXCHANGES
To request an exchange of an eligible item, contact us through the Contact Us form. Exchange requests are subject to product availability and approval. For exchanges requested because of customer preference, the customer is responsible for the cost of returning the original item. If an exchange is required because we sent an incorrect or defective item, we will provide the appropriate instructions.
7. ORDER CANCELLATIONS
If you need to cancel an order, contact us through the Contact Us form within 2 hours of placing your order. We will try to accommodate cancellation requests before an order has been processed or shipped. Requests made after 2 hours cannot be guaranteed. Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible. You may request a return after receiving the order under this policy.
8. REFUNDS NOT RECEIVED
If your approved refund has not appeared after the stated processing period, first check with your bank, credit card company, or payment provider. If you still cannot locate it, contact us through the Contact Us form.
9. CONTACT US
For questions about returns, refunds, exchanges, damaged products, or your order, contact TurnOakGames through the Contact Us form on our online store.
TurnOakGames
Operated by ALTIVON LLC
Phone: +1 917 997 6574
30 N Gould St, Ste R
Sheridan, WY 82801
United States
10. POLICY UPDATES
We may update this Return & Refund Policy when necessary to reflect changes to our operations or applicable requirements.
Last updated: October 9, 2026