Returns, Refunds and Exchanges Policies

Our return policy lasts 10 business days from the date your purchase is delivered. Contact us within this timeframe and a customer service representative will get back to you with return/exchange options. If 10 business days have elapsed, we are unable to offer you a refund, return, or exchange. Details below. 

 

RETURNS

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You must contact directhelp@darkhorse.com and get a return authorization number (RMA) and instructions on how to return your item before sending it back. If you send your item back without a return authorization number, it will be rejected. Once your RMA is issued to you by our customer service representative, you have 30 days to return your item to us. 

In the event you request to exchange or return your item for a refund, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund in addition to a 10% restocking fee (if applicable).

Depending on where you live, the time it takes for your exchanged product to reach you may vary.

If you are returning an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot and do not guarantee that we will receive your returned item.

Items listed as "All Sales Final" are not eligible for returns, exchanges and/or refunds.

 

REFUSED/UNAUTHORIZED RETURNS

Items that are undeliverable, refused upon delivery, or returned without prior authorization by contacting Dark Horse Direct Customer Service will be subject to a $20 USD fee, plus any other fees incurred by shipping couriers and customs office (for international orders) or forfeiture of order. Please note, these fees are in addition to the original shipping costs. 

If an item is returned to Dark Horse Direct without authorization, Customer Service will make a reasonable attempt to contact the customer via email and provide options to remedy the situation. 

In the event the customer does not respond within the timeframe indicated in the email, the customer agrees and acknowledges that the unauthorized return has been rejected and the order is forfeited. Forfeited orders will not be eligible for refunds, replacements, and reshipments. Additional fees may apply. 

 

DAMAGES

In the event your item arrives damaged in some way, please contact directhelp@darkhorse.com within 10 business days of receipt of item. Our standard Returns, Refunds, and Exchanges policy timeline applies. Our team will ask for additional information about the condition of the product as well as pictures of the damage. This additional information is required to process any claims of damage. After they assess the condition of the item, they will determine if an exchange is available or if a refund will be processed. Note that we sell limited run items and an exchange/replacement may not be available. Your Dark Horse Direct team will let you know what options are possible.

In the event your item arrives damaged due to manufacture defect, return shipping costs will be covered by Dark Horse Direct. A customer service representative will provide instruction as needed.

*Attempting self repair prior to the direction of Dark Horse Direct Customer Service staff will void any policy coverage, including replacement parts/items, and refunds of any kind.

 

REFUNDS (IF APPLICABLE)

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 business days.