Refund policy
1. Product types we sell
We sell digital products (downloadable game packs and printables, delivered instantly by email) and, from time to time, physical products. Different rules apply to each.
2. Our 14-day guarantee on digital products
We offer a 14-day money-back guarantee on all digital products.
If the games aren't right for your family, email us at hello@ludoragames.com within 14 days of purchase and we'll refund you in full. You don't need to give a reason, fill in a form, or return anything.
Refunds are issued to your original payment method and usually process within 5–10 working days, depending on your bank.
3. Technical problems
If your download email doesn't arrive, a link doesn't work, or a file won't open, contact us straight away and we'll fix it — usually by resending your files within a few hours. If we can't get you working access, we'll refund you in full regardless of how long has passed.
4. Physical products
4.1 Returns
We accept returns of physical products within 30 days of delivery, provided the item is unused, undamaged and in its original packaging. Proof of purchase is required. Once the return is received and approved, we'll refund your original payment method.
4.2 Non-returnable items
We can't accept returns on used or damaged items, items missing parts or packaging, or clearance and final-sale products.
4.3 Faulty or damaged items
If a physical item arrives defective or damaged, we'll replace it at no cost. Email us with your order number and photos.
4.4 Return shipping
If the return is due to our error — a defect, a damaged item or the wrong product — we cover return shipping. If you've changed your mind, return shipping is your responsibility.
5. How to request a refund
Email hello@ludoragames.com with:
- Your order number
- The email address used at purchase
- A brief note on the issue (photos, if it relates to a physical product)
We aim to respond within 48 hours.
6. Your legal rights
Under UK consumer law, you normally have a 14-day right to cancel a purchase. For digital content, that right ends once the download begins with your consent — which is why our own 14-day guarantee exists. It sits alongside your statutory rights and doesn't replace them.
If a digital product is faulty, not as described, or doesn't work as it should, you have the right to a repair, replacement or refund under the Consumer Rights Act 2015, regardless of this policy.
Physical products are covered by standard UK consumer protection rules, including your right to cancel within 14 days of delivery.
Last updated: [05/08/2026]