Refund policy
Returns & Refunds Policy
Last updated: 18 May 2026
Thank you for shopping with Cases & Clues. We hope you love your case file. However, if something is not right, this policy explains how returns, refunds, exchanges and our goodwill happiness guarantee work.
This policy does not affect your statutory rights.
1. Your legal right to cancel
If you are a UK consumer buying online, you normally have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
After telling us you wish to cancel, you then have 14 days to return the goods to us.
To start a return, please contact us at:
or visit:
https://casesandcluesco.freshdesk.com/support/home
2. Our 60-day happiness guarantee
In addition to your legal rights, we currently offer a 60-day happiness guarantee on physical Cases & Clues products.
This means that if your Cases & Clues pack does not work for you for any reason, you may return it within 60 days of delivery, provided that:
- the full Cases & Clues pack is returned;
- the item is unused;
- all original inserts, stickers, labels, packaging and materials are included;
- the product is in a condition suitable for resale; and
- the product passes our return inspection.
Our 60-day happiness guarantee is a goodwill policy offered by Cases & Clues. It does not limit or replace your statutory rights.
3. Return condition
Returned items must be in new, unused and resaleable condition.
Because our products contain printed game materials, evidence, inserts, stickers and case file components, the item will not be considered resaleable if it has been visibly used, damaged, written on, altered, opened in a way that affects the product, or if stickers have been peeled or applied.
“Happiness” under our goodwill guarantee refers to the physical feel, presentation and suitability of the product before use. It is not intended to allow a customer to complete or use the game and then return it afterwards.
4. Faulty or damaged products
If your item arrives faulty, damaged, incomplete or incorrect, please contact us as soon as possible at:
Please include your order number and, where helpful, photographs of the issue.
For faulty, damaged or incorrect products, we may offer a replacement, exchange or refund, depending on the circumstances.
For faulty returns, we may provide a prepaid returns label or reimburse reasonable return postage where agreed in advance.
5. Return postage
If you are returning an item because you have changed your mind, you are responsible for the cost of returning the item to us, unless we agree otherwise.
If the item is faulty, damaged or incorrect, we will cover reasonable return postage where the return has been approved by us in advance.
If a product is returned as faulty and, after inspection, we reasonably determine that it is not faulty, we may deduct the return postage cost from any refund where permitted by law.
6. Refunds
Once we receive and inspect your return, we will let you know whether your refund or exchange has been approved.
Where a refund is due, we will refund you using your original payment method.
Refunds will be processed within 14 days of receiving the returned goods, or earlier where required by law. Standard delivery charges will be refunded where required by law, but we are not required to refund additional costs for premium or upgraded delivery services.
Please note that it can take additional time for your bank, card provider or payment provider to make the funds available to you.
7. Exchanges
Where available, we may offer an exchange instead of a refund. Exchanges are subject to stock availability.
8. Products not covered by the goodwill guarantee
Our 60-day goodwill happiness guarantee does not cover:
- products that have been used;
- products that are damaged after delivery;
- products with missing components;
- products where stickers or materials have been applied, removed, written on or altered;
- products that cannot be resold due to their condition;
- digital products, downloads or online materials once accessed, where applicable.
This does not affect your statutory rights if the item is faulty, damaged, misdescribed or not fit for purpose.
9. How to start a return
To begin a return, contact us using:
Please include:
- your name;
- your order number;
- the email address used for the order;
- the product you wish to return;
- whether you are requesting a refund or exchange.
Please also include your name and order number inside the return parcel so we can identify it when it arrives.
10. Questions
If you have any questions about this policy, please contact us at: