Don’t Just Play… Cause a Scene!

Refund Policy

Effective date: November 2025

1. Scope

This Refund Policy applies to all purchases made through Black Pine Studio (the “Seller”) via the website blackpine.shop (the “Site”). It sets out the circumstances under which a customer may be entitled to a refund, replacement, or exchange, and the procedures we follow in accordance with UK consumer law.

2. Legal Basis

Our policy reflects the rights granted to consumers under:

• The Consumer Rights Act 2015 (CRA) – guaranteeing that goods are of satisfactory quality, fit for purpose, and as described.

• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs) – providing a 14‑day “cool‑off” period for distance contracts.

• The Consumer Protection from Unfair Trading Regulations 2008 – prohibiting unfair commercial practices.

Where statutory rights apply, they cannot be limited or excluded by any contractual term.

3. General Refund Entitlement

4. How to Request a Refund

1. Contact us within the relevant time‑frame (see Section 3) via the email address hello@blackpine.shop or the contact form on the Site.

2. Provide:

   • Order number

   • Name and contact details

   • Description of the issue (fault, change of mind, etc.)

   • Photographic evidence if the item is damaged or not as described (where applicable)

3. We will acknowledge receipt of your request within 2 business days and advise on the next steps.

5. Return of Goods

• Condition: Items must be returned in their original condition, unused, with all packaging, accessories, and any free gifts that accompanied the purchase.

• Timing: You must return the goods within 14 days of notifying us of the cancellation (or within a reasonable period for faulty items).

• Cost of return shipping:

  • If the refund is due to a fault, mis‑description, or our error, we will cover the return postage (we’ll provide a prepaid label).

  • If you cancel a non‑faulty order under the 14‑day cooling‑off right, you bear the cost of returning the goods unless the item is faulty.

6. Refund Method

Refunds will be issued using the original payment method (credit/debit card, PayPal, etc.) unless otherwise agreed. The refund will be processed within 14 calendar days of receiving the returned goods (or confirming the fault). You will receive a confirmation email once the refund is completed.

7. Exceptions & Non‑Refundable Items

The following are non‑refundable unless they are faulty or not as described:

• Gift cards or vouchers (unless defective).

• Custom‑made, personalised, or perishable items.

• Services that have already been fully performed to satisfaction.

8. Exchanges

If you prefer an exchange for a different size, colour, or variant, please indicate this in your refund request. Exchanges are subject to stock availability and will be treated as a new order (shipping charges may apply unless the exchange is due to a fault).

9. Chargebacks & Disputes

Should a dispute arise, we encourage you to contact us first so we can resolve the matter amicably. Initiating a charge-back with your bank without first attempting resolution may result in additional administrative fees and could affect future transactions with us.

10. Changes to This Refund Policy

We reserve the right to amend this Refund Policy at any time. Any material changes will be posted on this page with an updated “Effective date”. Continued purchases after such changes constitute acceptance of the revised policy.

11. Contact Information

Black Pine Studio – Customer Support

• Email: hello@blackpine.shop

• Postal address: Contact us for a return address which will be provided to you privately

• Phone (optional): +44) 07957372316

If you believe your statutory consumer rights have been infringed, you may also contact the UK Competition and Markets Authority (CMA) or Citizens Advice for independent advice.

Quick Checklist:

1. Faulty or not as described? – You have a right to a full refund, repair, or replacement.

2. Changed your mind? – Cancel within 14 days of receiving the goods (if eligible).

3. How to start? – Email hello@blackpine.shop with your order details and we'll be in touch to help