Refund policy

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<h1 style="margin:0 0 6px;font-size:28px;letter-spacing:.2px;">Refund Policy</h1>
<p style="margin:0;color:#555;">Last updated: <strong>November 7, 2025</strong></p>
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At <strong>PenGame Publishing, LLC</strong>, we’re committed to delivering high-quality books and interactive experiences. Because we sell both physical and digital items, the return and refund terms differ by product type.
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<section id="physical" style="margin:28px 0 0;">
<h2 style="margin:0 0 8px;font-size:22px;">Physical Books & Merchandise</h2>
<p style="margin:0 0 8px;">We accept returns and exchanges under the conditions below.</p>

<h3 style="margin:16px 0 6px;font-size:18px;">Eligibility</h3>
<ul style="margin:0 0 12px 18px;">
<li>Request your return within <strong>14 days</strong> of delivery.</li>
<li>Items must be <strong>unused</strong>, <strong>unopened</strong>, and in their <strong>original condition and packaging</strong>.</li>
<li>Include proof of purchase (order confirmation or receipt).</li>
</ul>

<h3 style="margin:16px 0 6px;font-size:18px;">Non-returnable items</h3>
<ul style="margin:0 0 12px 18px;">
<li>Sale or discounted items</li>
<li>Gift cards</li>
<li>Customized or personalized products</li>
</ul>

<h3 style="margin:16px 0 6px;font-size:18px;">How to request a return</h3>
<ol style="margin:0 0 12px 18px;">
<li>Email <a href="mailto:support@pengamepublishing.com">support@pengamepublishing.com</a> with your order number and reason for return.</li>
<li>Upon approval, you’ll receive a <strong>Return Authorization Number (RAN)</strong> and instructions.</li>
<li>Return shipping costs are the customer’s responsibility unless the item arrived damaged or defective.</li>
</ol>

<h3 style="margin:16px 0 6px;font-size:18px;">Refunds</h3>
<p style="margin:0 0 8px;">
Once your return is received and inspected, we’ll email you the approval or rejection. Approved refunds are issued to the
<strong>original payment method</strong> within <strong>5–10 business days</strong>. Shipping fees are non-refundable.
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<section id="digital" style="margin:28px 0 0;">
<h2 style="margin:0 0 8px;font-size:22px;">Digital Books, AR/VR Content & Downloadables</h2>
<p style="margin:0 0 8px;">
Because digital items are delivered immediately, <strong>all sales of digital products are final</strong>, including:
</p>
<ul style="margin:0 0 12px 18px;">
<li>eBooks, PDFs, audiobooks</li>
<li>AR/VR experiences and StoryScape XR content</li>
<li>Coloring Forge files and other downloadable assets</li>
</ul>
<p style="margin:0;">
Having trouble accessing your purchase? Contact <a href="mailto:support@pengamepublishing.com">support@pengamepublishing.com</a> and we’ll restore access or help troubleshoot.
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<section id="exchanges" style="margin:28px 0 0;">
<h2 style="margin:0 0 8px;font-size:22px;">Exchanges (Damaged or Defective Items)</h2>
<p style="margin:0 0 8px;">
We’ll replace physical items that arrive damaged or defective. Email
<a href="mailto:support@pengamepublishing.com">support@pengamepublishing.com</a> with photos of the issue within
<strong>7 days</strong> of delivery to initiate an exchange for the same item.
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<section id="late" style="margin:28px 0 0;">
<h2 style="margin:0 0 8px;font-size:22px;">Late or Missing Refunds</h2>
<ol style="margin:0 0 12px 18px;">
<li>Check your bank or card statement.</li>
<li>Contact your card issuer or bank—processing times can vary.</li>
<li>If it’s been more than 10 business days, email <a href="mailto:billing@pengamepublishing.com">billing@pengamepublishing.com</a>.</li>
</ol>
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<section id="shipping" style="margin:28px 0 0;">
<h2 style="margin:0 0 8px;font-size:22px;">Return Shipping</h2>
<p style="margin:0 0 8px;">
You are responsible for return shipping costs unless the product arrived damaged or defective. For your protection, use a trackable shipping service and consider purchasing shipping insurance—we can’t guarantee we will receive your returned item.
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<section id="note" style="margin:28px 0 0;">
<h2 style="margin:0 0 8px;font-size:22px;">Policy Notes</h2>
<ul style="margin:0 0 12px 18px;">
<li>PenGame Publishing reserves the right to refuse returns that do not meet these conditions.</li>
<li>This policy may be updated periodically to maintain fairness and transparency.</li>
</ul>
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<section id="contact" style="margin:28px 0 0;">
<h2 style="margin:0 0 8px;font-size:22px;">Contact</h2>
<p style="margin:0;">
📧 <a href="mailto:support@pengamepublishing.com">support@pengamepublishing.com</a><br>
🌐 <a href="https://www.PenGamePublishing.com" target="_blank" rel="noopener">www.PenGamePublishing.com</a>
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