Refund & Returns Policy – Soleo Games
Last updated: 01.01.2026
Because our products are fully customized, personalized, and produced on request, all sales are subject to special refund and return conditions.
1. Custom Products
All games created by Soleo Games are made-to-order according to the client’s specifications.
❗ Once production begins, orders cannot be canceled, refunded, or returned.
We always work with you during the design process to ensure everything meets your expectations before production.
2. Order Process
- You first contact us through the Contact Form.
- We discuss your idea, prepare a quote, and define project details.
- After approval and payment, production begins.
- Once production starts, the order becomes final and non-refundable.
3. Design Approval
Before production begins, you will receive:
- Digital previews
- Content lists
- Design drafts
We do not proceed until you approve all designs.
4. Damaged or Incorrect Products
You may qualify for a replacement or partial refund in the following cases:
✔ Product arrives damaged due to shipping
✔ Delivered product is significantly different from the approved design
If this occurs:
- Contact us within 7 days of delivery
- Provide photos of the issue
- We will review the case and offer a replacement or appropriate solution
5. Non-Returnable Items
The following items cannot be returned:
- Custom-made board games
- Personalized components (cards, boards, boxes, figures)
- Digital design work already delivered
- Products with user-approved designs
6. Shipping Issues
We will assist in resolving delays or lost packages with the courier service.
We are not responsible for incorrect shipping details provided by the customer.
7. Contact for Refunds or Issues
If you believe your case qualifies for a refund or replacement, contact us at:
contact@soleo.games
Include your order number, description of the issue, and photos if applicable.