Return Shipping Policy

01 Scope

This policy covers physical goods shipped back to our warehouse in Vilnius — boxed games, sealed CCG products, printed rulebooks, deluxe sets, merchandise. Digital goods are not shipped and are not covered here.

02 Get an RMA first

Don't ship anything back before getting an RMA (Return Merchandise Authorisation):

1. Email support@engarde.lt from the order's email address. Include order ID, item(s), and reason.
2. We reply within 2 business days with an RMA number and the exact return address (it may differ from the registered office for some product lines).
3. Write the RMA number clearly on the outside of the parcel. Returns without an RMA may be refused or take up to 30 days to match to your order.

03 Who pays for return shipping

04 How to pack the return

• Re-use the original outer box if it's still intact. If not, choose an outer box at least 5 cm larger on every side than the product.
• Wrap the product so it does not move inside the outer box. Crumpled paper and bubble wrap are fine; loose peanuts are not.
• For CCG products, do not press the seal back together — wrap the original wrapper as-is so the original-condition test is preserved.
• Remove or cover any prior shipping labels.
• Place the RMA number on the outside of the parcel and a copy of the order confirmation inside.

05 Return address

Some product lines have a different warehouse — your RMA email will say so. Use the address printed in the RMA email if it differs from the one above.

06 Carriers & tracking

• Use any carrier that provides tracking. From the EU, LP Express, Omniva, DPD, DHL, FedEx, and UPS all work.
• From outside the EU, use a service with delivery confirmation and (where possible) duties-paid delivery to avoid customs hold-ups.
• Keep the tracking number until the refund has cleared on your statement.
• If we issued a pre-paid label, use only that label — don't combine with another shipment.

07 Customs (returns from outside the EU)

• Mark the parcel clearly: "Returned goods — no commercial value".
• Use HS code 9913 (returned goods) or the local equivalent on the customs form.
• Declare the value at the original invoice amount — not retail or list price.
• Make sure duties are not billed to EnGarde Games. Parcels arriving with import duties due will be refused; you will pay return-to-sender fees.

08 Timing

• Ship the parcel within 14 days of receiving the RMA.
• We inspect and process returns within 5 business days of arrival at the warehouse.
• The refund is then issued (see the Refund timing table for how long it takes to land on your statement).

09 Lost or damaged in transit

If a return parcel is lost in transit:

• If we paid the shipping (we issued the label): we open the carrier claim and continue the refund process for you.
• If you paid the shipping: open the claim with the carrier directly. We can issue an interim store credit while you do, with proof of dispatch (tracking + receipt).
• If a return arrives damaged because of poor packing on the customer side: we may decline the return or refund only the part still in saleable condition. Pack carefully.

10 Contact

• Returns & RMA — support@engarde.lt
• Warehouse logistics — warehouse@engarde.lt
• Lost in transit — same address with subject "LOST · RMA #…"