Refund policy
Backspindle Games Returns & Refunds Policy
Last updated: April 2026
We want you to be completely happy with your purchase. Please read the relevant section below depending on the type of product you've ordered.
Board Games
Board games are dispatched directly by us from our registered UK address.
Your statutory right to cancel (UK & EU customers): Under the Consumer Contracts Regulations 2013 (UK) and EU Directive 2011/83/EU, you have the right to cancel your order within 14 days of receiving it, without giving a reason, provided the item is unopened and the original seal is intact. Once the seal on a board game has been broken, the right to cancel no longer applies as the goods may no longer be suitable for resale.
To exercise your right to cancel, please contact us at info@backspindlegames.com within 14 days of delivery. You then have a further 14 days to return the item to us. Return postage is the customer's responsibility unless the item is faulty or not as described. We recommend using a tracked service as we cannot be held responsible for items lost in transit.
Faulty or damaged items: If your board game arrives damaged or with a manufacturing defect, please contact us within 30 days of delivery at info@backspindlegames.com with a description and photos of the issue. We will arrange a replacement or full refund and return postage will be covered by us.
Returns address: Backspindle Games Ltd, 15 Belvedere Road, Newtownards, Co. Down, BT23 7AX
Refunds will be processed within 5–10 business days of receiving the returned item in its original condition.
Initiative Time Products (Apparel, Accessories & Homewares)
Initiative Time products (t-shirts, hoodies, mouse mats, pint glasses, mugs, etc.) are ‘made to order and fulfilled’ by our print-on-demand partner, Printful. Because each item is produced specifically for you, please read the following carefully.
Faulty, misprinted, or damaged items: Any claims for misprinted, damaged, or defective items must be submitted within 30 days of receiving your order. If you notice an issue with your product, please contact us at info@backspindlegames.com with your order number and clear photos of the problem. Claims that are confirmed as an error on our part are covered at our expense — you do not need to return the item.
Packages lost in transit: If your order appears to be lost, all claims must be submitted no later than 30 days after the estimated delivery date. Please contact us at info@backspindlegames.com and we will investigate and resolve the issue with Printful on your behalf.
Change of mind / buyer's remorse: Because Initiative Time products are made to your specifications, we are unable to accept returns or offer refunds for change of mind (e.g. wrong size ordered, change of preference). Size exchanges or change-of-mind returns may be considered at our sole discretion and would be at the customer's expense. If we agree to accept a return or size exchange, a new order will need to be placed at the customer's cost.
Returning items: We strongly advise customers to ‘contact us before returning any products.’ The default return address for Initiative Time products is the Printful fulfilment facility. When a returned shipment is received at the Printful facility, we will be notified automatically. Please note that unclaimed returns are donated to charity after 30 days and cannot be reshipped.
Wrong address: If an insufficient or incorrect delivery address is provided, the shipment will be returned to the Printful facility. Reshipment costs will be the customer's liability once a corrected address has been confirmed.
Unclaimed shipments: Shipments that go unclaimed are returned to the Printful facility. Reshipment costs to you or your end address will apply.
Sealed goods (e.g. face masks): Printful does not accept returns of sealed goods that are not suitable for return due to health or hygiene reasons. Any returned orders of this nature will be disposed of and are not eligible for reshipping or refund.
EU & EEA Customers — Your Statutory Rights
If you are based in the European Union or European Economic Area, please note the following:
Under Article 16(c) and (e) of Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal does not apply to:
- The supply of goods that are made to the consumer's specifications or are clearly personalised;
- Sealed goods which were unsealed after delivery and thus are not suitable for return due to health protection or hygiene reasons.
As Initiative Time products are made to order and personalised, the right of withdrawal does not apply to these products. Printful reserves the right to refuse returns at its sole discretion.
For board games and other non-personalised products, EU customers retain their standard statutory rights, including the right to withdraw within 14 days of delivery and rights regarding conformity of goods.
Refund Processing
Refunds are processed within 5–10 business days of us approving your return or claim. Refunds are issued to your original payment method. Processing times may vary depending on your bank or payment provider.
Contact Us
For all returns, refund requests, or product queries, please contact:
Backspindle Games 15 Belvedere Road, Newtownards, Co. Down, BT23 7AX, info@backspindlegames.com
For product safety enquiries relating to Initiative Time products sold to EU customers, our EU representative can be contacted at gpsr@sindenventures.com or in writing at Markou Evgenikou 11, Mesa Geitonia, 4002, Limassol, Cyprus. This contact is for product safety regulatory purposes only and cannot process returns or refunds.
For further information on Printful's fulfilment and returns processes, please refer to the Printful FAQs.