Return & Refund Policy

This policy applies to orders placed after it is published. Earlier purchases remain subject to the terms applicable when they were made and to applicable law.

Change-of-mind returns

Changed your mind? We accept approved returns for a refund when the merchandise is in resellable condition and we receive it within 30 calendar days after you received it. For local pickup orders, the period begins when you collect your order.

The 30-day deadline is the date the return must arrive with us, not the date you request approval or mail the package. Please contact us early enough to allow for approval and return transit time. If a delay in our providing return instructions would prevent an otherwise timely return, we will provide an appropriate extension in writing.

Discounted and liquidation merchandise is eligible on the same basis. A discount alone does not make an item final sale.

Resellable condition

Merchandise must be in a condition that allows us to offer it for resale. It must be complete and free from customer-caused damage, alteration, contamination or signs of use that prevent resale. Include all components and any product packaging needed to resell the item.

Opening packaging does not automatically disqualify a return, provided the item remains resellable. Products that have been consumed, burned, depleted or otherwise used in a way that prevents resale do not qualify for a change-of-mind return.

These condition requirements apply to voluntary returns. They do not prevent you from reporting a product that arrived damaged, defective, incorrect or incomplete.

Requesting a return

Email info@thebatwitchcavern.com and obtain approval before sending a return. Include your order number, the item or items you wish to return, and your reason for returning them. We may request photos to assess the condition or issue.

We will provide the return address and instructions by email. Do not send merchandise to an address on the original parcel without confirming it with us first.

Power Up Gaming is solely a pickup point for completed orders. It does not accept returns or handle refunds, credits or customer-service matters for The Bat Witch Cavern.

Return approval permits you to send the item for inspection; it does not confirm that the item meets the return conditions. Returns sent without approval may be delayed or declined under our voluntary return policy. This does not restrict any statutory return or cancellation right.

Return shipping and refund amounts

For a change-of-mind return:

• You are responsible for arranging and paying for return shipping.
• Original shipping charges are non-refundable.
• There is no restocking fee and no additional payment-processing deduction from an eligible merchandise-return refund.
• Your refund is based on the amount actually paid for the accepted merchandise, after discounts, plus the applicable merchandise taxes.

Original shipping is excluded from the refund only once. We do not deduct it again from the merchandise amount. If we agree to supply a return label for your convenience, we will tell you its cost and obtain your agreement before deducting it from the refund. If you pay the carrier directly, we do not also deduct return postage.

Pack returns securely. We recommend a tracked service and keeping your shipping receipt. A voluntary return cannot be processed until we receive the merchandise.

Damaged, defective, incorrect or missing items

Please inspect your order promptly. Report delivery damage, incorrect items or missing items within 7 calendar days of receipt to info@thebatwitchcavern.com. Report a defect discovered later as soon as reasonably possible.

Include your order number, a description of the problem, and photos of the affected items, shipping label, exterior packaging and interior packing materials, where applicable. Keep the items and packaging until we confirm they are no longer needed. The Bat Witch Cavern handles courier investigations directly.

We assess each issue individually. Where appropriate and agreed with you, we may provide The Bat Witch Cavern store credit, either without requiring the item back or after its return. If we require an item to be returned for an approved damage, defect or incorrect-item claim, we will provide a prepaid return label at our expense. Its cost will not be deducted from the agreed credit or remedy.

Store credit is a proposed resolution, not a restriction on your legal rights. Where applicable law entitles you to a refund, repair, replacement or another remedy, we will provide the remedy required by law. The 7-day reporting request, 30-day voluntary-return deadline and resellable-condition requirement do not override those rights. A courier investigation will not extend a mandatory refund deadline.

Inspection and processing

We will inspect returned merchandise and process an approved refund or store credit within 5 business days after receiving the return. Business days exclude weekends and Ontario statutory holidays.

If no return is required, we will process an agreed credit or refund within 5 business days after confirming the resolution. Any shorter legal deadline takes priority.

Refunds go to the original payment method. Your bank or payment provider may take additional time to display the funds. Where an order was paid partly or entirely with store credit or a gift card, the corresponding refunded amount is restored to that form of payment, unless applicable law requires otherwise.

If a voluntary return does not meet the conditions, we will explain why and contact you about next steps. We will not impose an undisclosed restocking fee or automatically replace an eligible refund with store credit.

Cancellations before packing

Cancellation requests must reach info@thebatwitchcavern.com before packing begins. Customer-requested cancellations may be subject to the actual, non-recoverable payment-processing costs incurred for that order, capped at 20% of the order value. This is not an automatic 20% charge. We will explain any deduction.

This fee applies to eligible pre-packing cancellations, not to approved merchandise returns under the 30-day policy. It does not apply when we cannot fulfil an order, when an order is cancelled by agreement because of our shipping-price adjustment, or where a statutory cancellation right requires a full refund.

Once packing begins, ordinary cancellation requests cannot be accommodated. Applicable return and statutory cancellation rights remain available.

Store credit and closure

Store credit is redeemable with The Bat Witch Cavern only, not Power Up Gaming. It is not normally exchangeable for cash, except where required by law.

The Bat Witch Cavern is liquidating its inventory and will permanently close. Merchandise credits are subject to the closure and advance-notice terms in our Shipping & Local Pickup Policy and the terms provided when the credit is issued. Purchased gift cards are treated separately from merchandise credits.

We will not issue new merchandise credit with fewer than 30 calendar days remaining for redemption. A closure notice will not remove an existing return entitlement or a legally required refund. Where credit cannot provide the promised redemption period, we will arrange an appropriate alternative, including a refund where required.

Your legal rights

This policy does not exclude or restrict rights and remedies that cannot be waived under the consumer-protection laws applicable to your purchase. Where those laws require a different outcome, they take priority over this policy, including its deadlines, shipping deductions and credit provisions.

Questions or return requests: info@thebatwitchcavern.com.