Refund policy

Last updated: October 10, 2026

Returns

We accept returns within 14 days of delivery.

Where returns are accepted, items must be returned in the same condition they were received: unassembled, unused, and in their original packaging with all included components. We may reduce or deny your refund if the item has been assembled, damaged, or handled more than necessary.

How to start a return

Whether return or cancellation requests are accepted depends on the terms above and your rights under applicable law.

Cancellations: You may request to cancel your order within 24 hours of purchase or anytime before your shipping label has been generated. Once shipped, orders follow our standard return process.
Return Shipping: Unless we state otherwise or applicable law requires otherwise, you are responsible for return shipping costs for change-of-mind returns. We recommend using a trackable shipping service.

Damages and Issues (Replacement Parts Guarantee)

Please inspect your modular terrain order upon delivery.

If any piece arrives broken in transit, warped, or missing from your kit, please contact us at support@sootandslots.com within 14 days of delivery with:

Your order number
A brief description of the issue
A clear photo of the damaged piece (or the name of the missing part from your kit's parts list)

We will gladly mail replacement parts free of charge so your kit is 100% complete and game-ready!

Note: Because our terrain is laser-cut from natural, untreated basswood, minor wood grain variations, charred edges, or trace amounts of soot are normal results of the manufacturing process and are not considered defects.

Exchanges

Rather than requiring you to return and exchange an entire box set for an individual broken tab or wall, we prioritize mailing free replacement parts (as detailed above). For any other exchange requests, please contact us before returning your item.

Exceptions and non-returnable items

Custom-engraved pieces, digital downloads, or items that have been fully assembled, painted, glued, or modified are not eligible for return.

Refunds

We will notify you after we receive and inspect your return and let you know whether the refund was approved. If approved, you will be refunded to your original payment method (excluding original shipping costs), unless otherwise stated. Your bank or payment provider may need additional time to process and post the refund.

If you do not see your refund within a reasonable period of time since your refund was approved, contact us.

This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.