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Return and Refund Policy

Effective Date: 08/10/2024
Last Updated: 08/10/2024

Thank you for shopping at Helldivers Merchandise Store. We value your satisfaction and aim to provide a positive customer experience with every purchase. This Return and Refund Policy outlines your rights and our procedures regarding returns, exchanges, and refunds.

1. Return Eligibility

To be eligible for a return or refund, the following conditions must be met:

  • Return Period: You must initiate the return within 14 calendar days from the delivery date.

  • Item Condition: Products must be in new, unused condition, free from wear or damage, and must include original packaging, tags, labels, and any accessories received.

  • Proof of Purchase: A valid order number or proof of purchase must be provided.

  • Non-Returnable Items:

    • Custom or personalized items

    • Gift cards

    • Final sale or clearance items

    • Items marked “non-returnable” at the time of purchase

Helldivers Merchandise reserves the right to refuse returns that do not comply with the above criteria.

2. How to Initiate a Return

To request a return, please follow the steps below:

  1. Contact Our Support Team:
    Send an email to support@helldiversmerch.com with the subject line “Return Request – [Your Order Number]”. Please include:

    • Your full name

    • Order number

    • Item(s) you wish to return

    • Reason for the return

    • Photos if applicable (e.g., wrong or damaged item)

  2. Receive Return Authorization:
    If your request is approved, we will issue a Return Authorization Number (RA) and provide the return shipping address.

  3. Ship the Item Back:

    • You are responsible for return shipping costs unless the item is defective or sent in error.

    • We recommend using a trackable shipping method, as we are not responsible for returns lost in transit.

    • Include your RA number clearly inside the return package.

❗Important: Returns sent without prior authorization or without an RA number may be refused or not processed.

3. Exchanges

We do not process direct exchanges. If you wish to exchange an item (e.g., for a different size or color), please:

  1. Initiate a return following the procedure above.

  2. Place a new order for the item you want to receive in exchange.

This process ensures the fastest service and secures availability of the item.

4. Refunds

Refund Approval Process

Once your returned item is received and inspected, we will notify you of the outcome by email:

  • Approved Refunds: Processed to your original payment method within 5–10 business days.

  • Rejected Refunds: If your return does not meet eligibility criteria, we will inform you and return the item to you at your expense.

Partial Refunds

In some cases, only partial refunds may be granted:

  • Items returned in a used, damaged, or incomplete condition (e.g., missing tags, original box, or manuals)

  • Returns requested after the 14-day period, accepted at our discretion

  • Orders with shipping costs, which are typically non-refundable

5. Damaged, Defective, or Incorrect Items

If you received a damaged, defective, or incorrect item, we sincerely apologize.

Please contact support@helldiversmerch.com within 7 days of delivery with the following:

  • Your order number

  • Clear photos of the item and packaging

  • Description of the issue

We will arrange a replacement or offer a full refund, including shipping costs, at no additional charge to you.

6. Late or Missing Refunds

If you have not received a refund after 10 business days:

  • First, check your bank account or credit card statement.

  • Contact your bank or credit card company — processing times vary by institution.

  • If the issue persists, contact us at support@helldiversmerch.com and we will assist you further.

7. Return Shipping Address

All authorized returns should be sent to the address provided with your RA number. Do not ship products back to us without receiving prior approval, as they may not be processed or refunded.

8. Contact Us

If you have any questions about our Return and Refund Policy, or need assistance with an order, feel free to contact our support team:

📧 Email: support@helldiversmerch.com
🕒 Response time: Within 1-2 business days

We appreciate your trust in Helldivers Merchandise Store and are committed to ensuring you have a great shopping experience.