Refund policy

Thank you for shopping with Aldenhall. We want you to feel confident when purchasing dice sets and accessories from our store. If you are not fully satisfied with your order, please review our return and refund policy below.

For all approved returns, please include your order number on the outside of the return package to help us identify your return and avoid processing delays.

1. 30-Day Return Window

You may request a return within 30 days of the delivery date.

To start a return, please contact us at support@aldenhall.com with your order number and the reason for your return.

Returns must be approved before being shipped back. Items returned without prior authorization may be refused.

2. Return Eligibility

To be eligible for a return, the item must be:

  • Unused and in original condition

  • Free from damage, scratches, stains, or signs of wear

  • Returned with its original packaging, dice box, pouch, accessories, and any included items

  • Returned with proof of purchase or order confirmation

If a returned item does not meet the conditions above, the return may be refused or sent back to you.

3. Return Shipping Costs

For returns caused by personal preference, wrong item ordered, change of mind, or other customer-related reasons, the customer is responsible for return shipping costs.

We do not provide pre-paid return labels for change-of-mind returns.

We recommend using a trackable shipping method and packing the item carefully to prevent damage during return transit. Aldenhall is not responsible for items lost or damaged during return shipping due to improper packaging or carrier handling.

If the return is caused by a confirmed product quality issue, damaged item, defective item, or incorrect item, Aldenhall will provide return instructions and cover the reasonable return shipping cost.

4. Return Address

All returns must be approved before being shipped back.

For returns caused by customer-related reasons, including change of mind, personal preference, wrong item ordered, or no longer needing the item, approved returns should be sent to the following U.S. return address:

8 Industrial Dr, Hudson, NH 03051, USA

For returns caused by a confirmed product quality issue, damaged item, defective item, or incorrect item, Aldenhall will provide return instructions and arrange the appropriate return solution. In these cases, Aldenhall will provide a U.S. return address or other approved return method after reviewing your request.

Please do not send any return package without prior approval. Unauthorized returns may be refused.

5. Damaged, Defective, or Incorrect Items

Each order is inspected before shipment. If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery at support@aldenhall.com.

Please include:

  • Your order number

  • Photos of the outer package

  • Photos of the shipping label

  • Photos or video showing the damaged, defective, or incorrect item

Once the issue is reviewed and confirmed, Aldenhall will offer a replacement, refund, or other appropriate solution at no additional cost to you.

6. Refunds

Once your return is received, we will inspect the returned item within 1–2 business days.

After the inspection is completed, we will notify you by email whether your refund has been approved.

If approved, the refund will be issued to your original payment method. Most approved refunds are completed within 5–10 business days after the inspection is approved. This timeframe includes processing time by your bank, credit card company, or payment provider.

If your refund has been approved but you have not received it after 10 business days, please contact your bank or payment provider first. You may also contact us at support@aldenhall.com for further assistance.

7. Exchanges

If you would like a different item, color, material, or dice set, please return the original item first and place a new order.

If your item arrived damaged, defective, or incorrect, please contact us and we will help arrange a suitable solution.

8. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at support@aldenhall.com.

We will do our best to cancel your order before it is processed or shipped. Once an order has been processed, packed, or handed over to the carrier, cancellation may no longer be possible.

9. Custom or Personalized Products

Custom, personalized, made-to-order, or specially requested items are not eligible for return or cancellation once production or customization has started, unless the item arrives damaged, defective, or incorrect.

If you wish to cancel a custom order, please contact us within 24 hours of placing the order. We will review the request based on the production status.

10. Non-Returnable Items

The following items are not eligible for return unless they arrive damaged, defective, or incorrect:

  • Used items

  • Items damaged due to customer handling

  • Items with missing pieces, packaging, or accessories

  • Final sale or clearance items

  • Custom, personalized, or made-to-order products after production begins

  • Items returned outside the 30-day return window

11. Contact Us

If you have any questions about returns, refunds, damaged items, or exchanges, please contact us:

Aldenhall
Customer Support: support@aldenhall.com

Aldenhall is operated by Guanshanhu District Sanxi Trading Firm.

Registered Business Address:
Room 129, 4th Floor, Unit B, Building 4, Southwest International Trade City, Binyang Subdistrict, Guanshanhu District, Guiyang, Guizhou, China

U.S. Fulfillment Warehouse and Return Address:
8 Industrial Dr, Hudson, NH 03051, USA