Refund policy

Thank you for purchasing one of our premium, handcrafted backgammon sets. Because our sets are meticulously manufactured in India and delivered via Delivered Duty Paid (DDP) shipping to ensure a seamless, surprise-free delivery experience, our returns process is strictly tailored to account for international customs, transit, and logistics regulations.

Please read our policy carefully before initiating a return request.

1. Return Window and Eligibility

  • 14-Day Return Window: You have 14 calendar days from the documented date of delivery (as provided by the courier tracking) to request a return.
  • Pristine Condition Required: To maintain the integrity of our inventory, returns are only accepted if the backgammon set is completely unused, unplayed, and in 100% brand-new condition.
  • Packaging and Seals: The set must be returned in all its original luxury presentation packaging. Any components that arrive shrink-wrapped or sealed (such as precision dice, doubling cubes, or checker sets) must remain unopened and sealed.
  • Exclusions: All custom builds, personalized engravings, or bespoke leather/wood configurations are strictly Final Sale and cannot be returned, exchanged, or canceled once production has begun.

2. Refund Deductions (The DDP Framework)

Because your order was shipped DDP, all import duties, local taxes, and customs clearance fees were paid upfront by us to your country’s government authorities on your behalf. These government-assessed fees and international freight costs are immediate and non-recoverable.

Therefore, for all "Change of Mind" or voluntary returns, the following terms apply:

  • Non-Refundable Costs: The original international shipping cost and the prepaid customs duties/VAT portion of your purchase price are strictly non-refundable.
  • Restocking & Inspection Fee: A 15% restocking fee will be deducted from your final refund amount.

3. Return Shipping Instructions (Crucial Logistics)

To prevent severe customs delays, unexpected re-importation taxes, and double-taxation at the Indian border, do not attempt to ship your return back to the original manufacturing address in India. * Regional Return Hub: All authorized returns must be shipped to our designated regional fulfillment hub in your home market (e.g., our US or European logistics center).

  • Shipping Responsibility: The purchaser is responsible for organizing and paying for trackable, fully insured return shipping to our designated regional hub.
  • Risk of Loss: We strongly recommend using a reputable courier (such as FedEx, UPS, or DHL) and purchasing transit insurance. We are not responsible for return shipments that are lost or damaged in transit back to our hub.

4. Transit Damage, Defective Items, or Missing Parts

We take immense pride in our quality control and heavy-duty transit packaging. However, if your backgammon set arrives damaged or with a structural defect, we will resolve it swiftly under the following conditions:

  • 48-Hour Reporting Window: Any transit damage or structural defect must be reported to our customer service team within 48 hours of delivery.
  • Required Documentation: You must provide clear photographic or video evidence of the damaged outer shipping box, the inner luxury packaging, and the specific defect on the board or its components.
  • Component Replacement First: Due to the complex nature of cross-border logistics, our primary remedy for minor issues (e.g., a flawed dice cup, a dinged checker, or missing dice) is to immediately dispatch replacement components via Express courier at our expense.
  • Full Replacements: If the main board chassis suffers severe, irreparable structural damage during transit, we will issue a pre-paid regional shipping label and send you a brand-new replacement set completely free of charge.

5. How to Initiate a Return

Do not mail any items prior to receiving written approval, as unauthorized returns cannot be tracked and will be rejected at our regional hubs.

  1. Email to Perry@zenithbackgammon.comwith the subject line: "Return Request - Order #[Your Order Number]".
  2. State the reason for your return. If claiming a transit defect, attach the required photo/video evidence.
  3. If approved, our team will issue a Return Merchandise Authorization (RMA) number and provide the precise address of the regional fulfillment hub nearest to you.
  4. Pack the set securely in its original box, clearly write the RMA number on the outside of the shipping carton, and provide us with the return tracking number.

Once our regional hub receives and inspects the item to verify it meets our strict criteria, your refund (minus the non-refundable DDP fees and restocking fee) will be processed back to your original payment method within 5 to 7 business days.