Refund policy

We want you to be happy with everything you buy from Loaded Dice. If something isn't right, or you've simply changed your mind, this policy explains how to return it and how refunds work. None of it affects your statutory rights, and our returns process follows Citizens Advice guidance.

Starting a return

Use our Order Help form and choose “Refund, return or damaged”. It’s also linked from your account under “Returns & order help”. We’ll reply from customerservice@loadeddice.uk with what to do next.

Changed your mind

If you've changed your mind about an online order, you're welcome to return it. You have 60 days from the day you receive it to tell us, which is well beyond the 14 days the law gives you. Then:

tell us, quoting your order number;
send it back within 14 days of telling us, with a note of your order number and name inside, to: Loaded Dice, Unit C4, Windmill Park, Hayes Road, Sully, CF64 5AD;
the return postage is yours to pay. We recommend a tracked service, as the parcel is your responsibility until it reaches us.

You're welcome to open the box and look at what's inside, as you would in a shop. There is no restocking fee. If an item comes back used, built or damaged beyond what checking it would need, we may take off an amount that reflects the loss in its value, and we'll always tell you how much and why.

The delivery charge: if you tell us within 14 days of receiving your order that you're returning the whole order, your refund includes the original delivery charge. If you return only part of an order, or tell us after those 14 days, we refund the items but not the original delivery charge.

Once your return reaches us, we'll check it within 7 days and process your refund, usually within 3–5 working days.

Christmas returns: until 31 January 2027

For Christmas we’ve extended this. If you place an online order between 1 October and 24 December 2026, you can tell us you’d like to return it any time up to 31 January 2027, or within 60 days of receiving it if that’s later. Everything else above still applies.

Your right to cancel

By law you can cancel an online order at any time before it's delivered, and up to 14 days after the day you receive it, without giving a reason.

Not dispatched yet: we'll cancel it and refund you in full, including the delivery charge.
Already on its way: we can't stop it, but you can refuse the delivery or send it back to us. Once it's back with us we'll refund it, and if the whole order comes back, the refund includes the original delivery charge. If you post it back yourself, the return postage is yours to pay.
Pre-orders: you can cancel any time before it's dispatched for a full refund. We refund within 14 days, and usually much sooner.

To cancel, use the Order Help form as soon as you can. Orders are packed throughout the day, so the sooner we know, the better. Please wait for our confirmation before sending anything back.

Faulty, damaged or incorrect items

It's your right to receive your order in good condition. If anything arrives faulty, damaged or not what you ordered, please tell us as soon as you can using the Order Help form, quoting your order number, with a description and photos if they help. Photos often let us sort it out without you sending anything back.

Within 30 days of delivery you can reject a faulty, damaged or incorrect item for a full refund.
After that you're still covered. We'll usually repair or replace it first, and refund you if that doesn't put it right. A fault that shows within 6 months is treated as having been there when it arrived, and your rights under the Consumer Rights Act 2015 last up to six years.

If we need the item back, we'll email you a return label, so we pay the postage. Please send it within 14 days, with your order number and name enclosed. We'll check it within 7 days and process your refund within 3–5 working days.

Refunds for faulty, damaged or incorrect items include the original delivery charge, and nothing is deducted.

Please note that outer packaging can pick up minor, unavoidable wear in transit. Reasonable imperfections to packaging are considered acceptable, as its job is to protect the item inside. If you're hoping to keep an item sealed and pristine, contact us before ordering and we'll do our best to hand-pick the finest copy we have.

How refunds are paid

Refunds go back to the original payment method. Once we've processed yours, your bank may take a further 2–10 working days to show it.
Anything paid for with a gift card is refunded to a gift card.
Paid with Klarna? Klarna can only accept a refund within about six months of your payment. After that, we'll ask for your bank details and refund you by bank transfer instead.

Hazardous items

Hazardous goods (such as spray paints, and flammable or corrosive items) may need to be returned by a road courier.