Bag of Holding endeavours to deal with our customers in a courteous, open and transparent way. Our aim is to provide nothing short of a stellar experience when using our website or brick and mortar store. All our interactions with you should reflect the way in which we want to do business and in terms of our Shipping Policy, that means we will tell you explicitly when something is out of stock and needs to be reordered to satisfy your order. We are not Amazon and don't have endless warehousing for stock but If our website says we have something in stock, it physically exists in our store and is ready to ship. There may however be rare occasions where there is low stock of an item and that same item is bought in store or through another online channel. We have automated procedures to protect against such eventualities but nothing is impossible and mistakes do happen. Where this is the case, you will be told promptly and how best to proceed from there is entirely at your discretion.
If this involves multiple items where some product is in stock and others are not, you will be given the choice of splitting or holding the order at our expense.
In all other cases, our webstore should indicate an item as available for 'backorder' where it doesn't physically exist in our store but can be ordered rapidly through our distributor network. You shouldn't notice any delay or deviation from our standard Shipping Policy when this is the case. That being said, again there are circumstances in which this may not work the way we all want it to and that is mostly down to Games Workshop and how often they advise and update stock availability. Again, when this is the case we will endeavour to let you know as soon as is reasonably possible.
We endeavour to satisfy all orders within 7 working days of purchase. On the rare occasions this may not be possible, you will be told at the first opportunity via telephone if you have left details with your order or email as a last resort. How to proceed beyond here will be entirely at your discretion and should you require a refund, this will be made in full at the time.
Where items are shipped within 7 working days and take longer to reach you through circumstances beyond our control, we are unfortunately unable to accept responsibility. We will endeavour to work with the courier/delivery company responsible however in unison with yourself to track and trace any item that appears to have got lost.
If, for whatever reason you are unhappy with your purchase from Bag of Holding, we are willing to accept returns upto 14 days from the date you receive the item on all unopened, non-perishable product whereupon you may exchange or refund your item. Outside of 14 days, the same policy may apply at our discretion whereby a restocking fee of 5% of the item value will apply. This isn't an arbitrary or punitive fee but represents the administration, labour and lost cost of opportunity to Bag of Holding.
It's important to note that these are our terms and conditions surrounding refunds and that your statutory rights as a consumer and distance purchaser inside the UK are unaffected and take precedence. For persons residing outside of the UK, you both freely acknowledge and submit yourself to all distance selling law as is applicable under the UK Sale of Goods Act and the Supply of Goods and Services Act. Your purchase from our webstore indicates your acceptance of these terms.
Common Sense Policy
Our goal with laying out these terms and conditions surrounding refunds and shipping isn't to hide behind a bureaucratic stone wall, they are just part and parcel of doing business with all manner of people day in, day out. They are designed to regulate and formalise our relationships and expectations of one another.
Terms and conditions aside however, we always want our customers experience with us to be a stellar one - even when things go bad, we believe there is a way to put things right such that we can both be happy. Ultimately we dont want to let you down and want you, our potential customer to be happy and secure in the knowledge that we are doing our best for you.