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Refund Policy

At Norcan Games, we want you to be completely satisfied with your purchase. We take great care to ensure that every game is produced to the highest standards and arrives in excellent condition. This policy explains when and how refunds, replacements, or returns can be made.
 

1. Eligibility for Returns and Refunds

We accept returns or issue refunds only in the following cases:

  • The product arrives damaged or defective.

  • You received the wrong item.

  • The product was lost in transit and cannot be traced through the carrier.

To qualify for a refund or replacement, you must contact us at norcangames@gmail.com within 14 days of delivery (or 14 days after the expected delivery date if the item has not arrived).
 

2. Non-Returnable Items

Because our games are sealed and packaged for quality and safety, we generally do not accept returns or refunds for:

  • Opened or used products.

  • Products damaged after delivery due to misuse, accident, or improper storage.

  • Change of mind or buyer’s remorse.

However, if you believe your situation is exceptional, please contact us — we aim to be reasonable and fair in all cases.
 

3. Process for Refunds or Replacements

If your order arrives damaged, defective, or incorrect:

  1. Email norcangames@gmail.com with your order number, photos of the item and packaging, and a brief description of the issue.

  2. We’ll review your request within 3–5 business days.

  3. If approved, we’ll either:

    • Send a replacement at no additional cost, or

    • Issue a refund to your original payment method.

Refunds may take 5–10 business days to appear, depending on your payment provider.
 

4. Shipping Costs for Returns

  • If a product is defective, damaged, or sent in error, we will cover all return shipping or replacement costs.

  • If a return is approved for another reason, the buyer may be responsible for return shipping fees.

Return instructions will be provided once your request is reviewed and approved.
 

5. Lost or Delayed Shipments

If your order does not arrive within the expected delivery timeframe:

  • Contact us at norcangames@gmail.com with your order details.

  • We’ll investigate the issue with the carrier and provide an update.

  • If the package is confirmed lost, we’ll issue a replacement or refund at no cost to you.
     

6. Order Cancellations

Orders may be cancelled before they are shipped by contacting us as soon as possible.
Once an order has been shipped, cancellations are no longer possible.
 

7. Legal Compliance

This Refund and Returns Policy is designed in accordance with Ontario’s Consumer Protection Act, 2002 and Canada’s Consumer Product Safety Act.
Your statutory rights under Canadian law are not affected.
 

8. Contact Us

If you have questions or concerns about a purchase or return, please reach out:
norcangames@gmail.com
Norcan Games Ltd.
Ottawa, Ontario, Canada

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