Refund policy

RETURNS, REFUNDS & PRODUCT POLICIES

This page outlines our policies for different types of products sold through our store.

Because we offer both:

  • Rule 1 Games original products (e.g., Space-Off and expansions)

  • 3rd party made-to-order merchandise (fulfilled by Printful)

different policies apply depending on the item you purchased.

Please review the appropriate section below.

3RD PARTY MERCHANDISE POLICIES (PRINTFUL)

Please note as these items are made by our third party partner, PRINTFUL, the items are not returnable, unless there were specific issues. Please carefully review our policies on this page for 3rd party merchandise carefully and contact us with any questions by emailing support@spaceoffgame.com

FREQUENTLY ASKED QUESTIONS

Q: What’s your return and exchanges policy?
A: We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at support@spaceoffgame.com.

Q: Do you offer refunds?
A: Refunds are only offered to customers that receive the incorrect item or damaged items. If any of these apply, please contact us at support@spaceoffgame.com with photos of incorrect or damaged items and we’ll sort that out for you.

Q: Can I exchange an item for a different size/color?
A: At this time, we don't offer exchanges for size or color. If you're unsure which size would fit better, please refer to the sizing chart on the product page.

Though rare, an item may occasionally be mislabeled. If you believe your item has been mislabeled, please contact us within 21 days of receiving your order with photos and your order number. Mislabeled items will be replaced or refunded once confirmed.

Q: Can I just ship the product back if there is an issue or I want a refund?
A: Please contact us for authorization before returning any products. Returns sent without prior authorization are not eligible for refund or replacement.

Q: What if my package is lost or missing?
A: If your package has not arrived, please notify us within 21 days after the estimated delivery date so we can investigate and issue a replacement if eligible.

Q: Do you take responsibility if it was your error?
A: Claims deemed an error on our part are covered at our expense.

Q: How do I report an issue?
A: All issues must be submitted within the required time frame (within 21 days of order for shipping issues or within 21 days of receiving for issues with the product itself) to support@spaceoffgame.com.

RULE 1 GAMES ORIGINAL PRODUCTS

RETURNS & REPLACEMENT POLICIES

These policies apply only to our primary board game products, i.e. Space-Off (main game and expansions).
Please review our separate policies on this page for 3rd party merchandise carefully and contact us with any questions by emailing support@spaceoffgame.com

All board-game product support requests should be sent to: support@spaceoffgame.com

Please include:

  • Order number

  • Name + shipping address (must match the original order)

  • Email address used at checkout

  • A brief description of the issue

  • Photos when relevant

Requests submitted without this information may take longer to process.

FREQUENTLY ASKED QUESTIONS

Q: What if my game arrives damaged or something is missing?
A: We’re here to help! If your game shows up with damage or is missing any components, please email us at support@spaceoffgame.com within 21 days of delivery.

To speed things up, please include:

  • Your order number

  • The email address used at checkout

  • Your name and shipping address (must match the order)

  • Photos of the issue

We’ll review everything and replace the item or part as needed.

Q: Where should I go for support if I didn’t purchase through your online store?
A: If you purchased through:

  • Amazon,

  • A local game store,

  • Another online retailer, or

  • Any seller other than our official Shopify store,

then your return or refund needs to be handled directly by that retailer, following their policies.

However:
If you’re simply missing a game piece or have an issue with components themselves, we’re still happy to help you directly — just email us using the steps above.

Q: Can I return an unopened game?
A: Yes! If your game is still unopened, you may return it within 21 days of delivery.

Return shipping is the buyer’s responsibility unless the product arrived damaged or incorrect.

Please email us first so we can authorize the return and give you the correct return address.

Q: It’s been more than 21 days since delivery — can you still help?
A: Often, yes.

While our formal window for returns/refunds is 21 days, if something went wrong and you didn’t reach out in time, just let us know. We consider late cases individually and will do our best to assist.

Q: Can you replace missing or damaged pieces?
A: Of course! We want all players to have a complete, fully functional copy of the game.

Please email us with the following:

  • Order number

  • Matching checkout email

  • Photos of the issue

Before sending replacements, we’ll confirm which edition you have to ensure compatibility (details below).

Q: Why and how do you verify which version or edition I have?
A: This step helps us:

  • Match the correct parts for your edition

  • Ensure the request is for an official Rule 1 Games product

  • Prevent incorrect replacements and delays

We may ask for:

  • A photo of the issue

  • A photo of the front and back of the game box

  • The UPC/barcode number

  • The lot or batch code (usually on the bottom of the box)

  • A quick photo showing the contents inside

  • Proof of purchase (your Shopify order number or receipt)

These details protect both you and us — and help us resolve your request quickly and correctly.

Q: I accidentally entered the wrong address — what happens now?
A: If the order was just placed and not shipped, please email us ASAP at support@spaceoffgame.com with your order number and matching order email address. We will see if we can update our fulfillment partner in time. If it has already been shipped then please see the following other options.

If the package is returned to us, we can reship it once you provide the corrected address and you, the buyer, covers reshipment postage.

If the package was delivered to the wrong address or never returned, we’re unable to replace it, as we cannot recover the shipment.

Q: Can I cancel a pre-order?
A: Yes! You may cancel any pre-order for a full refund as long as it has not shipped yet.

Just email us at support@spaceoffgame.com with your order number and the email address used at checkout, and we’ll take care of it.

Once a pre-order has shipped, the standard return policy applies.

Q: What if I ordered Space-Off through Kickstarter or Hive?
A: Orders completed through Kickstarter and Hive Interactive are governed by the terms and conditions presented during Hive checkout (click here to download a copy of these terms). Those terms remain the controlling agreement for refunds, cancellations, and fulfillment.

If you have questions or experience an issue with your game (such as damage or missing components), please email us at support@spaceoffgame.com and we’ll be happy to help where possible.

RETURNS, REFUNDS & PAYMENT TERMS

PAYMENT TERMS

These terms apply to all purchases made through our store unless otherwise specified for your region.

What payment methods do you accept?

We accept credit and debit cards (Visa, Mastercard, American Express), PayPal, and Shop Pay.

When is my payment charged?

Payment is authorized and captured when you complete your checkout for all orders, including pre-order items.

How do pre-order payments work?

For pre-order items, payment is collected at purchase. However, you can request a full refund anytime while waiting for the item to ship by emailing support@spaceoffgame.com. Once you receive your pre-order, our standard 21-day return policy applies.

What currency will I be charged in?

All transactions are processed in US Dollars (USD). Our store displays prices in multiple currencies based on your location, but these are estimates. Your bank converts the final charge at their exchange rate.

What about refunds and exchange rates

Refunds are issued in USD. Due to exchange rate fluctuations between purchase and refund dates, the amount you receive in your local currency may differ from what you originally paid. We're not responsible for exchange rate differences or bank fees.

Are taxes included?

For US orders, applicable sales tax will be calculated and added at checkout where required.
For EU/UK orders, VAT is included in the displayed price and shown separately at checkout.

Is my payment information secure?

Yes! All payments are processed securely through Shopify Payments and our authorized payment processors. We do not store your complete credit card information on our servers.

What if my payment is declined?

If your payment is declined or fails to process, we'll notify you via email. Your order won't be fulfilled until successful payment is received. We reserve the right to cancel orders with failed payments after 7 days.

What if I dispute a charge with my bank?

If a payment dispute or chargeback is initiated after a refund has already been issued or while a support request is in progress, we reserve the right to contest the dispute and may restrict future purchases from the account involved.

Can orders be canceled for fraud concerns?

We reserve the right to cancel any order that appears fraudulent or cannot be verified. In such cases, payment will be refunded to the original payment method.

How long do refunds take?

Refunds are issued to your original payment method. Please allow 5–10 business days for the refund to appear in your account after we process it, depending on your payment provider.

EU/UK CONSUMER RIGHTS (14-DAY WITHDRAWAL)

The following applies only to customers located in the European Union and United Kingdom.

Right of Withdrawal (EU/UK Customers)

If you are a consumer located in the European Union or United Kingdom, you have the right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period expires 14 days from the day on which you (or a third party other than the carrier indicated by you) acquire physical possession of the goods.

To exercise your right of withdrawal, you must inform us of your decision to withdraw by sending a clear statement to:

For EU/UK orders: GamesQuest Ltd: Unit 15, Old Station Way, Bordon Trading Estate, Bordon, Hampshire, GU35 9HH, United Kingdom
Email: support@spaceoffgame.com

You may use the model withdrawal form below, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of Withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including the costs of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw.

We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of such reimbursement.

You must send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal. The deadline is met if you send back the goods before the period of 14 days has expired.

You will bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

  • Goods that have been unsealed after delivery and are not suitable for return due to health protection or hygiene reasons (e.g., opened board games with shrink wrap removed)

  • Goods which are clearly personalized or made to your specifications

  • Digital content if performance has begun with your prior express consent and acknowledgment that you thereby lose your right of withdrawal

Model Withdrawal Form

(Use the following information outlined below in an email only if you wish to withdraw from the contract)

To: GamesQuest Ltd, support@spaceoffgame.com

I hereby give notice that I withdraw from my contract of sale for the following goods:

  • Order number: _

  • Ordered on: _

  • Received on: _

  • Name: _

  • Address: _

  • Email: _

  • Date: _

GOVERNING LAW AND DISPUTE RESOLUTION

Applicable Law

For customers in the European Union and United Kingdom, these Terms and Conditions and any purchases made through our store are governed by the laws of England and Wales, without regard to its conflict of law provisions. Your statutory rights as a consumer under applicable EU or UK consumer protection laws remain unaffected.

For customers in the United States and Canada, these Terms and Conditions are governed by the laws of the state of Illinois and the applicable federal laws of the United States, without regard to conflict of law provisions.

Dispute Resolution

EU/UK customers: Any disputes arising from or relating to these Terms and Conditions or your purchase may be brought before the courts of England and Wales. However, if you are a consumer resident in the EU or UK, you may also bring proceedings in the courts of your country of residence.

US/Canada customers: Any disputes shall be resolved in the courts of the state of Illinois in the USA.

EU Online Dispute Resolution

The European Commission provides an online dispute resolution platform, which you can access at: https://ec.europa.eu/consumers/odr

EU/UK FULFILLMENT, TAX, AND REPRESENTATION

For orders fulfilled in the EU/UK, the following entities and tax arrangements apply.

UK and EU sales are made on behalf of Rule 1 Games LLC by GamesQuest Ltd., which acts as our fulfillment and tax representative for those regions.

GamesQuest Ltd

Unit 15, Old Station Way
Bordon Trading Est
Bordon, Hampshire
GU35 9HH
United Kingdom
Tel: (0) 1730 891346

Email: customerservice@gamesquest.freshdesk.com

UK VAT Number: GB917297789
IOSS Number: IM2500022414

EU Representative (GDPR Article 27)

For matters related to data protection in the European Union, our designated EU representative is:

Misfit Hobbies
17 Knocklynn Rd
Coleraine, Northern Ireland
BT52 1WW
United Kingdom

Website: misfithobbies.co.uk

EU customers may contact our EU representative regarding data protection inquiries.

Last updated: March 22nd, 2026