Refund & Cancellation Policy
Last Updated: September 13, 2026
Thank you for shopping with The Spotlight Games! Our merchandise is produced through a third-party print-on-demand fulfillment partner. Because most products are made specifically for you after an order is placed, our refund and cancellation policies differ from those of traditional retail stores.
Please review this policy carefully before placing your order.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible after placing your order.
Because our products are made to order, there is a limited window in which an order may be canceled. We can only guarantee a cancellation and full refund if your order has not yet entered fulfillment or production.
Once fulfillment has started, your product may already be in the process of being printed, embroidered, assembled, or packaged. At that point, we generally cannot cancel the order or issue a refund.
Submitting a cancellation request does not guarantee that the order can be canceled. We will determine whether cancellation is still possible based on the order's fulfillment status.
Changes to an Order
Please carefully review your order before completing checkout, including:
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Product
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Size
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Color
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Quantity
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Shipping address
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Personalization or other product selections, if applicable
If you notice an error after placing your order, contact us immediately.
We will make reasonable efforts to update an order if fulfillment has not yet begun, but changes cannot be guaranteed.
Once an order has entered production, we generally cannot change the product, size, color, design, or quantity.
Refunds
Because our merchandise is made to order, we generally do not offer refunds for buyer's remorse or customer ordering errors.
Refunds will generally not be issued if:
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You change your mind after placing or receiving your order.
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You accidentally order the wrong product.
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You select the wrong size or color.
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You decide you no longer want the product.
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You provide an incorrect or incomplete shipping address.
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The product fits differently than expected but matches the size and product information provided on our website.
We encourage you to review all product descriptions and sizing information carefully before completing your purchase.
Damaged, Defective, Misprinted, or Incorrect Products
If you receive a product that is damaged, defective, misprinted, or different from what you ordered due to a fulfillment error, please contact us within 30 days of receiving your order.
Depending on the circumstances, you may be eligible for a replacement or refund.
When contacting us, please provide:
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Your name
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Your order number
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A description of the problem
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Clear photos showing the affected product and the issue
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Photos of the packaging or packing slip when relevant
We may request additional photos or information so that we can review the issue with our fulfillment partner.
If the issue is confirmed to be a production or fulfillment error, we will work with our fulfillment partner to provide an appropriate resolution, which may include a replacement or refund at no additional cost to you.
Wrong Size or Color
Because our merchandise is made specifically for each order, we do not offer refunds or exchanges when a customer orders the wrong size or color.
Please review the available size chart and product information before placing your order.
If the item you receive is mislabeled or is a different size or color from what you actually ordered, please contact us. This may be considered a fulfillment error and could qualify for a replacement or refund.
Lost Orders
If your package appears to have been lost in transit, please contact us as soon as possible.
Claims for packages believed to be lost in transit must be submitted within 30 days of the estimated delivery date.
We will review the shipment and tracking information with our fulfillment partner. If the package is confirmed to have been lost in transit and the claim is eligible, we may provide a replacement or refund.
Please note that packages marked as delivered by the shipping carrier may require additional investigation before a replacement or refund can be approved.
Incorrect Shipping Addresses
Customers are responsible for entering a complete and accurate shipping address at checkout.
If you notice an incorrect address after placing your order, please contact us immediately. We may be able to update the address if the order has not yet shipped, but we cannot guarantee that an address change will be possible.
If an order is returned because the customer provided an incorrect or incomplete address, additional shipping costs may apply to have the order shipped again.
Refunds are generally not provided for orders that cannot be delivered because the customer submitted an incorrect or incomplete shipping address.
Returns & Exchanges
Because our merchandise is made to order, we generally do not accept returns or exchanges for buyer's remorse, incorrect size or color selection, or other customer preference reasons.
If there is a confirmed problem with your product, such as damage, a manufacturing defect, misprint, or fulfillment error, you generally will not need to return the defective item unless we specifically instruct you otherwise.
Please contact us before attempting to return any merchandise.
Refund Processing
If your refund is approved, it will be issued through the payment method or store platform used to complete your purchase, when possible.
Please allow time for your bank, credit card company, or payment provider to process and post the refund after it has been issued. Processing times vary depending on the financial institution or payment provider.
Original shipping charges may not be refundable unless the refund is related to a qualifying fulfillment or shipping error.
Orders Canceled by Us
In rare circumstances, The Spotlight Games or our fulfillment partner may need to cancel an order due to product availability, production limitations, payment issues, shipping restrictions, or other circumstances that prevent us from fulfilling the order.
If we cancel an order that you have already paid for and no replacement or alternative arrangement is agreed upon, you will receive a refund for the canceled item or order.
How to Request a Refund or Cancellation
To request a cancellation, report a problem, or ask about a refund, please contact The Spotlight Games through the contact information provided on our website.
Please include your order number and the email address used to place the order so we can locate your purchase.
For damaged, defective, misprinted, or incorrect products, please also include clear photos showing the issue.
We will review your request and determine eligibility based on this policy, the status of your order, and the circumstances surrounding the request.
Questions
If you have questions about this Refund & Cancellation Policy before placing an order, please contact us.
The Spotlight Games
www.thespotlightgames.com