Returns, Refunds & Cancellations Policy
Last updated: 5 September 2026
We want you to be satisfied with products purchased from Wrenegade Studios.
This policy explains your rights and our procedures for cancellations, returns and refunds when purchasing products through the Wrenegade Studios website.
Nothing in this policy limits or excludes any statutory rights you may have under applicable consumer law.
1. About Us
This policy applies to purchases made directly from:
Wrenegade Studios LTD
Company number: 14974804
Registered office: 156 Whitehall Road, Drighlington, Bradford, England, BD11 1AU
Email: contact@wrenegadestudios.com
References to "Wrenegade Studios", "we", "us" or "our" mean Wrenegade Studios LTD.
2. Products Covered by This Policy
Our store may offer:
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physical books;
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printed tabletop roleplaying products;
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accessories and merchandise;
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digital PDFs;
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downloadable game resources;
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free digital products;
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pre-orders; and
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other Wrenegade Studios products.
Different cancellation and refund rules apply to physical goods and digital content.
3. Physical Products: Changing Your Mind
If you are a consumer purchasing physical goods online, you normally have the legal right to change your mind and cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 days of receiving the goods.
If an order contains multiple items delivered separately, the cancellation period normally runs from the date you receive the final item.
After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.
To exercise this right, email:
Please include:
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your name;
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order number;
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the product or products you wish to return; and
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a clear statement that you wish to cancel your order.
You may also use the model cancellation form at the end of this policy, although you are not required to use it.
4. Cancelling Before Dispatch
If you wish to cancel a physical order before it has been dispatched, contact us as soon as possible at:
If we are able to cancel the order before dispatch, we will refund the amount paid for the cancelled products and any applicable delivery charge.
If the order has already been dispatched, you can normally still exercise your right to cancel by following the physical returns procedure in this policy.
5. Returning Physical Products
Please contact us before returning an item.
We will provide the appropriate return instructions and return address.
Unless the product is faulty, damaged, misdescribed or we agree otherwise, you are responsible for the cost of returning a product when exercising your right to cancel because you have changed your mind.
We recommend using an appropriate postal or courier service and retaining proof of postage until your refund has been completed.
You are responsible for the goods until they are returned to us.
Please do not send products to us without first contacting Wrenegade Studios for return instructions.
6. Condition of Change-of-Mind Returns
You may inspect and handle a product to the extent reasonably necessary to establish its nature, characteristics and functionality, similar to the way you could examine a product in a physical shop.
You should take reasonable care of products while they are in your possession.
If you handle a product beyond what is reasonably necessary and this reduces its value, we may make an appropriate deduction from the refund where permitted by law.
Opening shipping packaging does not by itself prevent you from exercising your cancellation rights.
7. Refunds for Change-of-Mind Returns
Where you validly cancel a physical order, we will refund:
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the price paid for the returned product; and
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the cost of our least expensive standard delivery option offered for that order, where applicable.
If you chose a more expensive delivery method, such as express delivery, we are not required to refund the difference between that service and our standard delivery charge.
We will normally process the refund within 14 days of receiving the returned goods.
Where permitted by law, we may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back, whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction unless another method is expressly agreed.
8. Return Postage
If you are returning an unwanted physical product because you have changed your mind, you are responsible for the direct cost of returning it to us unless we have agreed otherwise.
If a product is faulty, damaged, misdescribed or otherwise does not conform to your statutory rights, Wrenegade Studios will bear reasonable return costs where we require the product to be returned.
Please contact us before returning a faulty or damaged product so we can provide suitable instructions.
9. Faulty, Damaged or Misdescribed Physical Products
Physical products must be:
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of satisfactory quality;
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fit for their intended purpose; and
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as described.
If a product arrives damaged, is faulty, has been supplied incorrectly or does not match its description, please contact us at:
Please provide:
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your name;
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order number;
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a description of the problem; and
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photographs where these would reasonably help us identify damage or a manufacturing defect.
Photographs are not required where they would be impractical or unnecessary.
Your legal remedy will depend on the nature of the problem and how long you have had the product.
Under UK consumer law, consumers normally have a short-term right to reject faulty physical goods within 30 days and obtain a refund.
After this period, you may instead be entitled to a repair or replacement. If an appropriate repair or replacement is impossible, unsuccessful or cannot be provided within a reasonable time and without significant inconvenience, you may have further rights to a price reduction or refund.
These legal rights are not affected by any manufacturer's warranty or guarantee.
10. Damage in Transit
If an order arrives damaged in transit, please contact us as soon as reasonably possible.
Where possible, retain:
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the product;
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the shipping packaging; and
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any damaged packaging.
Photographs of the packaging and product can help us investigate the problem with the delivery provider.
Damage caused before the product is delivered to you remains our responsibility where required by law.
We will arrange an appropriate remedy, which may include replacement or refund depending on the circumstances.
11. Incorrect or Missing Products
If we send you the wrong product or something is missing from your order, contact:
Please provide your order number and details of the issue.
Where we have made an error, we will arrange an appropriate remedy without additional charge to you.
12. Digital Products and PDFs
Different cancellation rules apply to digital content supplied by download.
Examples include:
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PDF rulebooks;
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PDF adventures and investigations;
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digital supplements;
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character sheets;
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downloadable resources; and
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other digital game content.
When paid digital content is made available immediately, we may ask you during checkout to:
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expressly agree that supply of the digital content can begin immediately; and
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acknowledge that you will lose your normal 14-day cancellation right once supply begins.
Where you have provided the required consent and acknowledgement and the digital content has been supplied, you will normally no longer have the right to cancel the purchase simply because you have changed your mind.
This does not affect your rights if the digital content is faulty, corrupted, not as described or otherwise fails to meet the requirements of consumer law.
If the required consent or acknowledgement has not been obtained, your statutory cancellation rights remain unaffected.
13. Accidental Digital Purchases
Because access to a digital product may be provided immediately, please check your basket carefully before completing your order.
Where a digital product has not yet been supplied or made available to you, contact us as quickly as possible if you have purchased it accidentally.
Where download or access has already begun following valid consent to immediate supply, the normal change-of-mind cancellation right will generally have ended.
This does not prevent us from considering unusual circumstances on a case-by-case basis, nor does it affect your statutory rights.
14. Faulty Digital Products
Digital content must meet applicable consumer-law requirements, including being of satisfactory quality, fit for purpose where applicable and as described.
If a digital product:
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will not download correctly;
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is corrupted;
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is materially incomplete;
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is not the product described;
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cannot reasonably be accessed in the advertised format; or
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otherwise fails to conform to the contract,
please contact:
We will investigate the problem and, where appropriate, provide a working replacement or corrected version.
Under UK consumer law, faulty digital content may give you rights to repair or replacement.
Where repair or replacement is impossible, cannot be provided within a reasonable time or would cause significant inconvenience, you may be entitled to an appropriate price reduction, which can in some circumstances amount to a full refund.
15. Compatibility of Digital Products
The product page will identify the format of digital products where relevant.
Our digital tabletop products will commonly be supplied as PDF files.
You are responsible for having suitable software and equipment capable of opening the format described before purchase.
A customer's device or software being incompatible with a clearly disclosed file format does not by itself mean that the digital product is faulty.
However, if we state that a product is compatible with particular software or equipment and it is not, your statutory rights remain unaffected.
16. Free Digital Products
Some Wrenegade Studios products and resources may be provided free of charge.
Because no purchase price has been paid, there is normally no payment to refund for a free product.
If you experience a technical problem with a free download, contact us and we will make reasonable efforts to provide access to a working copy.
Downloading a free product does not automatically subscribe you to marketing communications.
17. Pre-Orders
Physical and digital products may occasionally be offered for pre-order.
Any estimated release or dispatch date will be identified on the relevant product page where reasonably possible.
Physical pre-orders
If a physical pre-order has not yet been dispatched, you may contact us to request cancellation.
If the cancellation is accepted before dispatch, we will refund the amount paid for the cancelled product.
Your statutory distance-selling rights also apply when the physical product is eventually delivered.
Digital pre-orders
If a digital pre-order has not yet been supplied, please contact us if you wish to cancel it.
Once digital content has been supplied immediately following the appropriate consent and acknowledgement, the digital cancellation provisions described above apply.
18. Personalised or Custom Products
Some products may be personalised, customised or made specifically to your requirements.
Where applicable, these products will be clearly identified before purchase.
The normal right to cancel because you have changed your mind may not apply to goods that are made to your specifications or clearly personalised.
This does not affect your rights if the product is faulty, damaged or not as agreed.
19. Sale and Promotional Products
Products purchased during a sale or promotion have the same statutory rights as products purchased at full price.
A reduced price does not remove your rights in relation to:
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faulty products;
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misdescribed products;
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distance-selling cancellation rights where applicable; or
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other statutory consumer protections.
If a product was specifically discounted because of a clearly disclosed defect, you cannot normally later claim that the disclosed defect itself makes the product faulty.
Other faults remain subject to your normal statutory rights.
20. Bundles
If you purchase products as part of a bundle, the appropriate return or refund will depend on how the bundle was sold and the reason for the return.
Where cancelling an entire physical bundle under your statutory cancellation right, all products forming part of that cancelled order or bundle should normally be returned.
Where only one component is faulty, contact us so that we can determine the appropriate remedy.
Any statutory rights you have remain unaffected.
21. Products Purchased Elsewhere
This policy applies only to purchases made directly through the Wrenegade Studios website.
If you purchased a Wrenegade Studios product from:
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another retailer;
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a convention retailer;
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an online marketplace;
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a distributor; or
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another third-party seller,
you should normally contact the retailer from whom you purchased the product.
Your contract of sale is generally with that retailer.
If the problem relates specifically to a manufacturing defect or our digital content, you may still contact us and we will assist where reasonably possible.
22. Kickstarter and Crowdfunding
Backing a Wrenegade Studios project through Kickstarter or another crowdfunding platform is not the same as purchasing a product directly through our online store.
Cancellation, refund and pledge arrangements for crowdfunding campaigns are governed by:
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the terms of the relevant crowdfunding platform;
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applicable law; and
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any campaign-specific terms or information.
This policy does not replace those arrangements unless expressly stated otherwise.
23. Refund Processing Times
Once we have approved and processed a refund, the time taken for the funds to appear in your account may depend on:
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your bank;
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card issuer;
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payment provider; or
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original payment method.
We do not control processing times imposed by financial institutions after a refund has been issued.
We will process our part of the refund within the time required by applicable law.
24. Proof of Purchase
We may ask for reasonable evidence that a product was purchased from Wrenegade Studios.
This could include:
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an order number;
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order confirmation;
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account order history;
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payment record; or
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other reasonable proof of purchase.
A paper receipt is not necessarily required where other evidence establishes that the product was purchased from us.
25. International Customers
We sell products to customers in different countries where delivery or digital distribution is available.
The rights described in this policy are based primarily on the consumer protections applicable to Wrenegade Studios as a business established in England.
If you live outside England and Wales, mandatory consumer laws in your country or region may provide additional rights.
Nothing in this policy is intended to remove any consumer rights that applicable law does not allow us to exclude.
26. How to Request a Return, Cancellation or Refund
Contact:
Please include, where applicable:
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your name;
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order number;
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the product concerned;
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whether you are requesting a cancellation, return, replacement or refund; and
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a brief description of the problem where the product is faulty, damaged or incorrect.
We will respond with the appropriate next steps.
Please contact us before sending a product back so that we can provide the correct return instructions.
27. Your Statutory Rights
Nothing in this Returns, Refunds & Cancellations Policy excludes, restricts or replaces your statutory consumer rights.
Depending on the circumstances, these rights may arise under legislation including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If there is any conflict between this policy and a mandatory legal right, the mandatory legal right takes priority.
28. Changes to This Policy
We may update this policy from time to time to reflect:
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changes to our products;
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changes to our store;
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changes to fulfilment arrangements;
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changes to applicable law; or
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changes to our business practices.
The policy applying to an order will normally be the version in force when that order was placed, subject to any statutory rights that apply.
The current version will always be available on our website.
29. Contact Us
Questions about returns, refunds or cancellations can be sent to:
Wrenegade Studios LTD
156 Whitehall Road
Drighlington
Bradford
England
BD11 1AU
Email: contact@wrenegadestudios.com
Company number: 14974804
Model Cancellation Form
You may use this form if you wish to cancel a contract where you have a legal right to do so. You are not required to use this form.
To:
Wrenegade Studios LTD
156 Whitehall Road
Drighlington
Bradford
England
BD11 1AU
Email: contact@wrenegadestudios.com
I hereby give notice that I cancel my contract for the sale of the following goods:
Product(s):
Order number:
Ordered on:
Received on:
Name of customer:
Address of customer:
Signature of customer:
(only required if this form is submitted on paper)
Date: