Refund policy

At Donko Games, our primary goal is customer satisfaction. We understand that sometimes things don't go as planned, and that's why we have designed a hassle-free return policy to ensure you are completely satisfied with your purchase. Our "Hassle-Free Happiness Guarantee" allows you to return products with ease and confidence, providing you with peace of mind during your shopping experience.

Extended Return Window: We offer an extended return window of 20 days from the date of delivery. This gives you ample time to thoroughly evaluate your purchase and make sure it meets your expectations.

No Questions Asked: We believe in making the return process as straightforward as possible. If you're not completely satisfied with your purchase for any reason, we won't bombard you with questions or hassle you. Simply initiate the return process, and we'll take care of the rest.

Multiple Return Options: We understand that convenience matters, so we offer multiple return options. You can choose to return the product via mail or arrange for a pickup from your doorstep.

Prepaid Return Labels: To make returns even more convenient, we provide prepaid return labels for mail returns. No need to worry about shipping costs; just affix the label to the package and send it back to us.

Fast Refunds: We value your time, and once we receive the returned item, our team works diligently to process your refund. Expect your refund to be credited back to your original payment method within 5 working days.²

Flexible Exchange Policy: If you prefer an exchange rather than a refund, we've got you covered. We offer a flexible exchange policy that allows you to swap your purchase for a different size, color, or an entirely different product from our catalog.

Condition and Packaging Guidelines: While we have a no-questions-asked policy, we do request that returned items be in their original condition and packaging. This helps us ensure that we can offer the same level of quality to other customers as well.¹
Warranty Coverage: For products with manufacturer warranties, rest assured that your rights will be protected. If you encounter any issues covered under the warranty, we will assist you in the process to ensure a satisfactory resolution.

Conclusion: At Donko Games, we are committed to providing you with an exceptional shopping experience. Our "Hassle-Free Happiness Guarantee" is a testament to our dedication to customer satisfaction. Shop with confidence, knowing that your purchase is protected, and we are here to assist you every step of the way. Your happiness is our top priority.


¹ If you receive a damaged package, please do not accept it and let the delivery person deliver it to the central office. In the event that you already have the damaged package, we ask that you record a video of the package being packed and opening it in order to return it. In the case of TCG products, the company reserves the right to revoke the return of damaged products in the event that the seal arrives damaged.
From DonkoGames we send all the products sealed and without any damage, the happiness of our customers comes first.

²Delayed/lost/misrouted orders: 

  1. Tracking and Communication: a. All orders will be assigned a tracking number, which will be provided to customers upon shipment. b. Customers will be notified of their order's status, including tracking updates, via email or any preferred communication method.

  2. Delayed Orders: a. In the event of a delayed order, we will actively monitor the situation and keep the customer informed of any delays beyond the estimated delivery time. b. If a delay occurs due to reasons within our control, we will work diligently to resolve the issue and expedite the delivery process.

  3. Lost Orders: a. If a package is marked as delivered but the customer claims not to have received it, we will conduct a thorough investigation with the shipping carrier to locate the package. b. If the package is confirmed lost, we will offer the customer the option of a replacement or a refund, as per their preference.

  4. Misrouted Orders: a. In case of a misrouted order, we will take immediate action to redirect the package to the correct address or arrange for a new shipment. b. If the package cannot be successfully rerouted, we will provide the customer with the option of a replacement or a refund.

  5. Customer Support: a. Our customer support team will be available to assist customers with any issues related to delayed, lost, or misrouted orders. b. Customers can contact our support team through [insert contact details] to report any problems and seek resolution.

  6. Resolution Timeframe: a. We will make every effort to resolve delayed, lost, or misrouted order issues promptly. b. Depending on the complexity of the situation, the investigation and resolution process may take up to [insert number of days]. However, we will keep the customer informed during this period.

  7. Refunds and Replacements: a. If an order is confirmed as lost, undelivered after a reasonable time, or irretrievably misrouted, customers will have the option to receive a full refund or request a replacement of the same item(s). b. Refunds will be processed [mention the timeframe for refund processing]. c. Replacement orders will be shipped out at no additional cost to the customer.

  8. Exceptions: a. The policy does not cover delays or issues caused by incorrect shipping information provided by the customer during checkout. It is the customer's responsibility to ensure the accuracy of their shipping details. b. The policy does not cover delays or issues arising from unforeseen events such as natural disasters, labor strikes, or disruptions in shipping services beyond our control.

  9. Continual Improvement: We value our customers' feedback and will use any reported incidents as an opportunity to improve our shipping processes and overall customer experience.

  10. Policy Updates: This policy may be subject to change at any time without prior notice. Customers will be notified of any updates through our website or other communication channels.

  11.   Third-Party Fees/shoppify fees
    Any transaction fees charged by third-party payment processors (e.g., PayPal, Stripe, banks) are non-refundable. When a refund is issued, only the net amount received after processing fees will be returned to the customer.