Returns & Refund Policy

Last updated: September 2026

The Kobold Guild is an independent business based in the United Kingdom. We want you to be happy with anything you purchase from us, whether it is a piece of artwork, a digital download, a book, a map or another wonderfully strange thing.

This policy explains our returns, cancellations and refund process. Nothing in this policy limits any statutory consumer rights you may have under applicable law.

For questions about an order, cancellation or return, please contact hello@thekoboldguild.com.

Digital Downloads

Digital products include downloadable maps, TTRPG books, PDFs, digital artwork and other files that are supplied electronically.

Because digital products cannot normally be physically returned once supplied, we generally do not accept change-of-mind returns or provide refunds once a digital download has begun or the digital file has been made available, where the law permits this.

For UK and EU customers, where digital content is supplied immediately, we will ask you to expressly consent to receiving the digital content before the end of the normal 14-day cancellation period and to acknowledge that, once the download or supply begins, you will lose your right to cancel the purchase. UK and EU rules specifically require this consent and acknowledgement before the withdrawal right can be lost.

This does not affect your rights if the digital content is faulty, corrupted, materially different from its description or otherwise does not conform to your statutory rights. UK law provides remedies for faulty digital content, and EU consumer rules similarly provide remedies for digital content and digital services that do not work as advertised.

If you experience a problem with a download, please contact hello@thekoboldguild.com and we will try to resolve the issue.

Custom & Personalised Digital Work

This includes commissioned illustrations, custom maps, character artwork, custom design work and other digital products created specifically for you.

As an additional cancellation policy offered by The Kobold Guild, you may request a full refund within 48 hours of placing your order. To cancel, email hello@thekoboldguild.com within that 48-hour period and include your order number.

After the 48-hour cancellation period, refunds for change of mind are generally not offered once work on a custom commission has begun.

Where a contract involves goods made specifically to your instructions or goods that are clearly personalised, the normal 14-day change-of-mind cancellation right does not apply under UK and EU distance-selling rules.

Where your commission is legally treated as a service or digital content rather than personalised goods, different statutory cancellation rules may apply. Where required, we may ask you to expressly request that work begins during a statutory cancellation period. Your statutory rights will always take precedence over this policy. The absence of a change-of-mind refund does not affect your rights if the commissioned work is not supplied as agreed or there is another issue for which applicable consumer law provides a remedy.

Physical Products Produced by The Kobold Guild

For eligible non-personalised physical products purchased online, you may notify us that you wish to cancel your purchase within 14 days of receiving your order.

Once you have notified us that you are cancelling, you must return the goods within the following 14 days.

To begin a return, email hello@thekoboldguild.com with your order number and details of the item you would like to return. We will provide you with the appropriate return instructions and address.

For a change-of-mind return, you are responsible for the cost of returning the goods, provided we informed you of this responsibility before purchase. EU rules similarly allow the customer to bear return postage where this was disclosed in advance.

Goods may be inspected in the same way that you would reasonably inspect an item in a shop. We reserve the right, where permitted by law, to make an appropriate deduction from the refund where an item has been handled beyond what is reasonably necessary and its value has consequently been reduced.

Where applicable, your refund will also include the cost of our standard delivery option. If you chose a more expensive or enhanced delivery method, we are not required to refund the additional amount above our standard delivery charge.

Physical Products Produced by a Partner Manufacturer

Some products sold by The Kobold Guild may be printed, manufactured or fulfilled on our behalf by a third-party manufacturing partner.

Eligible non-personalised products still have the same 14-day change-of-mind cancellation period described above.

Please do not return the product directly to the address printed on the parcel without contacting us first, as this may not be the correct returns facility.

Email hello@thekoboldguild.com with your order number. We will provide the appropriate return address and instructions, which may be the address of the manufacturing partner responsible for producing or fulfilling your order. For change-of-mind returns, the customer is responsible for return postage unless we tell you otherwise. Although a manufacturing partner may produce or receive the returned goods, your purchase is with The Kobold Guild and you should contact us regarding the return or refund.

Custom or Personalised Physical Products

Physical products that have been made to your specifications or clearly personalised for you are generally excluded from the statutory 14-day change-of-mind cancellation right under UK and EU distance-selling rules. This may include, for example, a product printed specifically with your character, name, commissioned artwork or other customer-supplied personalisation. This exception does not remove your rights where an item is faulty, damaged or not as described.

Faulty, Damaged or Incorrect Products

The rules above regarding change-of-mind returns do not remove your legal rights where something has gone wrong with your order.

If your physical product arrives damaged, faulty, defective, incorrect or materially different from its description, please contact us as soon as reasonably possible at hello@thekoboldguild.com.

Please include your order number and, where helpful, photographs showing the problem so that we can investigate it quickly.

Where we are legally responsible for a faulty or incorrect product, you will not be required to pay return postage that consumer law requires us to cover. EU consumer protection likewise requires remedies for faulty products to be provided without cost to the consumer. Depending on the circumstances and your statutory rights, an appropriate remedy may include repair, replacement, price reduction or refund.

Refunds

Once an eligible returned item has been received, we will process the refund in accordance with applicable consumer law.

For UK change-of-mind returns, refunds must generally be made within 14 days of receiving the returned goods, or of receiving evidence that the goods have been sent back where applicable. Refunds will normally be issued to the original payment method. Depending on your bank or payment provider, it may take additional time for a processed refund to appear in your account.

Exchanges

We do not routinely operate a separate exchange service.

If you would like another product instead, please contact us. Where appropriate, we may ask you to return the original eligible product for a refund and place a new order.

This does not affect any statutory right you may have to a replacement where an item is faulty.

Customers Outside the United Kingdom and European Union

The Kobold Guild is based in the United Kingdom and this policy has been written with UK consumer law and the principal EU consumer rules for distance selling in mind.

We happily welcome customers from other countries.

Depending on where you live, local consumer protection laws may provide additional mandatory rights. Nothing in this policy is intended to exclude or restrict consumer rights that cannot legally be excluded or restricted in your country.

Where there is a conflict between this policy and mandatory consumer law applicable to your purchase, those mandatory legal rights will take precedence.

Contact Us

For cancellations, returns, problems with an order or questions about this policy, please contact:

The Kobold Guild
Email: hello@thekoboldguild.com
Website: www.thekoboldguild.com