Refund and Returns Policy

Refunds and Returns Policy

We are committed to ensuring that our customers are satisfied with their purchases. Please read our refund and return policy carefully to understand your rights and how we can assist you in the event of any issues with your order.

 

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Physical Products (Printed Packs)

For our printed mystery games and cold case file packs, we offer a 30-day return policy from the date of purchase. If you are not satisfied with your physical product, you may return it under the following conditions:

• The item must be unused and in the same condition that you received it.
• The item must be returned in its original packaging.
• You will be responsible for paying the shipping costs for returning the item unless the return is due to an error on our part (such as receiving a damaged or incorrect item).

Once we receive your returned item, we will inspect it and notify you of the status of your refund. If approved, your refund will be processed, and the credit will automatically be applied to your original method of payment.

 

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Digital Products (Emailed Case Files)

Due to the nature of digital downloads, we are unable to offer refunds on any digital products that have been emailed to you. All sales of digital products are final once the files have been delivered.

We encourage you to review the product descriptions carefully before purchasing a digital game to ensure it meets your expectations. If you experience any issues with the download or if the files are damaged, please contact us immediately at help@enigmapeak.com, and we will assist in resolving the issue.

 

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Order Cancellations

If you wish to cancel an order for a printed product, please contact us as soon as possible at help@enigmapeak.com. Orders that have not yet been processed or shipped can be cancelled for a full refund.

Unfortunately, once an order for a digital product has been processed and the files have been sent, we cannot cancel or refund the order.

 

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Exceptions

We do not accept returns for:

• Items that have been opened or used (for printed packs).
• Digital downloads that have already been emailed to the customer.

If you received an incorrect or defective physical product, please reach out to us at help@enigmapeak.com within 14 days of receiving your order, and we will arrange for a replacement or refund.

 

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Contact Us

If you have any questions about our refunds and returns policy, feel free to contact us at help@enigmapeak.com. We’re here to help ensure you have the best experience possible with Enigma Peak.