Return and Refund Policy
At SuperHeated Neurons, we want you to absolutely LOVE your purchase. We are here to enhance your board game experience and encourage real-life interactions with friends and family. Thus, if for any reason you’re dissatisfied with your purchase (gasp!), we’ll give you a chance to substitute your item for another of your choice. You can find the detailed Terms and Conditions for the different cases and options in this document.
Rest assured that every care is taken to ensure that you are satisfied with your SuperHeated Neurons purchase. However, due to reasons wholly out of our control, there may be a chance that you end up with a defective product. These could be manufacturer defects, or any other kind of damage caused during the handling process. We will do our very best to get you a new product in pristine condition or find the right solution for you on a case by case basis. That’s our pledge to you!
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return or to report an item you want to return. Any return request initiated after 15 days from receiving the item will not be accepted. The receiving date is to be taken from the courier tracking system database or the date you have signed the receiving slip / acknowledged digitally receiving the item, in the case of domestic self collection or delivery through our driver.
To request a return, you can contact us at shop@superheatedneurons.com (or shop.uae@superheatedneurons.com for the UAE and shop.leb@superheatedneurons.com for Lebanon). You need to clearly mention the reason behind your request, and attach a copy of your courier's delivery receipt and proof of purchase. Photographs of the item in question showing what’s wrong are also required.
If your return is accepted, we’ll send you a return shipping label if applicable, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Any item that you have purchased from us is eligible for return, provided that it meets all the requirements specified in this Return and Refund Policy.
You can always contact us for any return/refund question at shop@superheatedneurons.com.
(1) Manufacturing defects, missing components and wrong items delivered
Please inspect your order upon reception and contact us immediately if the item is defective, or if you receive the wrong item so that we can evaluate the issue and make it right. Make sure you document this with pictures to make it easier for us to help you.
There are very slim chances that your item contains a manufacturing defect such as wrong printing on boards and cards, or some components listed on the box missing etc. These things happen and we are here to support you if your ordered item fell in this category.
For items we publish - you see the logo of our company on the box - rest assured that we will find the right way to make it right for you.
For items published by other companies we represent or distribute for, we will follow that company’s Return & Refund Policy. You can also check it yourself on their website. Please bear in mind that this might take a longer time to solve as there is another company also involved. For some items, we might ask you to contact the publisher directly depending on the publisher itself.
Rest assured that in this category, fees incurred to solve your problem will be covered by us. (Delivery fees in the case of domestic shipping, or Import fees in the case of International shipping). You will also be required to ship back or hand over the returned item to us, also at our expense.
You cannot get a payment refund for your item, only a replacement of the same item, or an item with higher value. Check the Refund section for more details.
(2) Damaged items
Please inspect your order upon reception and contact us immediately if the item is damaged. In this case, we advise you to raise a claim in the next 24 hours after receiving the item. Make sure you document this with pictures.
We inspect every item for external damage before preparing it and wrapping it for delivery, but damages can occur along the journey the product will do to reach you. We cannot unfortunately be held responsible for damages incurred in the case of a delivery through a courier service. You will have to make your claim with them directly. Some couriers will refund a flat amount in case the item has suffered a total loss, some will give you a full refund on a case by case basis. Please refer to each courier’s Return and Damages Policies for accurate information.
For DHL Express:
For LibanPost: www.libanpost.com/english/parcels-services
We will still fully support you through this process, and will do all we can to push the courier to open an investigation and take the appropriate corrective actions.
For peace of mind with regards to this issue, we advise you to purchase an insurance from the courier service upon ordering with us. This follows the insurance policy of each courier and you should check it out on their website.
(3) Items you decided to return
These are items you want to return because you have changed your mind, or confused with another item you wanted etc. There is nothing wrong with the integrity of the item itself and it does not fall in category (1) and (2) discussed above. To be eligible for a return in this case, your item must be in the same condition that you received it, unused and in its original packaging. All labels, plastic and tags must be in place. All our goods are shrink wrapped and must remain sealed for us to approve the return. You’ll also need the receipt or proof of purchase.
For this type of return, you will however be charged all return delivery fees and Import Fees in case of an International shipping.
Refunds
We will notify you once we’ve received and inspected your return or return claim, and let you know if the return was approved or not. You will not have a refund on your payment, but you will have the choice of either replacing the item with the same one, or ordering something else that has the same value (or higher) of your returned item. In case your replacement item is of a bigger value than the returned one, you will be asked to pay for the difference of the item costs and the difference in delivery and/or Import Fees if applicable.
You can always contact us for any question with regards to this at shop@superheatedneurons.com and we will be more than happy to assist you.
(4) Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Definition of Terms:
-Import Fees: apply for international shipping only. Items you order and want to deliver outside the UAE or Lebanon may be subject to taxes, customs duties and fees levied by the destination country ("Import Fees"). The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees.
-Volumetric Weight: is calculated as follows: Length x Width x Height of package divided by 5000.
Rest assured that every care is taken to ensure that you are satisfied with your SuperHeated Neurons purchase. However, due to reasons wholly out of our control, there may be a chance that you end up with a defective product. These could be manufacturer defects, or any other kind of damage caused during the handling process. We will do our very best to get you a new product in pristine condition or find the right solution for you on a case by case basis. That’s our pledge to you!
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return or to report an item you want to return. Any return request initiated after 15 days from receiving the item will not be accepted. The receiving date is to be taken from the courier tracking system database or the date you have signed the receiving slip / acknowledged digitally receiving the item, in the case of domestic self collection or delivery through our driver.
To request a return, you can contact us at shop@superheatedneurons.com (or shop.uae@superheatedneurons.com for the UAE and shop.leb@superheatedneurons.com for Lebanon). You need to clearly mention the reason behind your request, and attach a copy of your courier's delivery receipt and proof of purchase. Photographs of the item in question showing what’s wrong are also required.
If your return is accepted, we’ll send you a return shipping label if applicable, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Any item that you have purchased from us is eligible for return, provided that it meets all the requirements specified in this Return and Refund Policy.
You can always contact us for any return/refund question at shop@superheatedneurons.com.
(1) Manufacturing defects, missing components and wrong items delivered
Please inspect your order upon reception and contact us immediately if the item is defective, or if you receive the wrong item so that we can evaluate the issue and make it right. Make sure you document this with pictures to make it easier for us to help you.
There are very slim chances that your item contains a manufacturing defect such as wrong printing on boards and cards, or some components listed on the box missing etc. These things happen and we are here to support you if your ordered item fell in this category.
For items we publish - you see the logo of our company on the box - rest assured that we will find the right way to make it right for you.
For items published by other companies we represent or distribute for, we will follow that company’s Return & Refund Policy. You can also check it yourself on their website. Please bear in mind that this might take a longer time to solve as there is another company also involved. For some items, we might ask you to contact the publisher directly depending on the publisher itself.
Rest assured that in this category, fees incurred to solve your problem will be covered by us. (Delivery fees in the case of domestic shipping, or Import fees in the case of International shipping). You will also be required to ship back or hand over the returned item to us, also at our expense.
You cannot get a payment refund for your item, only a replacement of the same item, or an item with higher value. Check the Refund section for more details.
(2) Damaged items
Please inspect your order upon reception and contact us immediately if the item is damaged. In this case, we advise you to raise a claim in the next 24 hours after receiving the item. Make sure you document this with pictures.
We inspect every item for external damage before preparing it and wrapping it for delivery, but damages can occur along the journey the product will do to reach you. We cannot unfortunately be held responsible for damages incurred in the case of a delivery through a courier service. You will have to make your claim with them directly. Some couriers will refund a flat amount in case the item has suffered a total loss, some will give you a full refund on a case by case basis. Please refer to each courier’s Return and Damages Policies for accurate information.
For DHL Express:
For LibanPost: www.libanpost.com/english/parcels-services
We will still fully support you through this process, and will do all we can to push the courier to open an investigation and take the appropriate corrective actions.
For peace of mind with regards to this issue, we advise you to purchase an insurance from the courier service upon ordering with us. This follows the insurance policy of each courier and you should check it out on their website.
(3) Items you decided to return
These are items you want to return because you have changed your mind, or confused with another item you wanted etc. There is nothing wrong with the integrity of the item itself and it does not fall in category (1) and (2) discussed above. To be eligible for a return in this case, your item must be in the same condition that you received it, unused and in its original packaging. All labels, plastic and tags must be in place. All our goods are shrink wrapped and must remain sealed for us to approve the return. You’ll also need the receipt or proof of purchase.
For this type of return, you will however be charged all return delivery fees and Import Fees in case of an International shipping.
Refunds
We will notify you once we’ve received and inspected your return or return claim, and let you know if the return was approved or not. You will not have a refund on your payment, but you will have the choice of either replacing the item with the same one, or ordering something else that has the same value (or higher) of your returned item. In case your replacement item is of a bigger value than the returned one, you will be asked to pay for the difference of the item costs and the difference in delivery and/or Import Fees if applicable.
You can always contact us for any question with regards to this at shop@superheatedneurons.com and we will be more than happy to assist you.
(4) Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Definition of Terms:
-Import Fees: apply for international shipping only. Items you order and want to deliver outside the UAE or Lebanon may be subject to taxes, customs duties and fees levied by the destination country ("Import Fees"). The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees.
-Volumetric Weight: is calculated as follows: Length x Width x Height of package divided by 5000.