StoryForge Pledges

Cancellations & Refunds

Effective 2026-07-26

What you can cancel, what you can get back, and what happens when a campaign runs late. This covers money you pay through StoryForge — not the original pledge you made on Kickstarter.

The short version. Add-ons and shipping you pay for here can be cancelled within 14 days for a full refund, unless it's a digital file you've already downloaded. If a creator's delivery date slips badly, you can ask for your money back.

1. What this page covers

When you back a project on Kickstarter, that pledge is between you and the creator under Kickstarter's own terms. We have nothing to do with it and cannot refund it.

This page is about the money you pay through StoryForge afterwards — add-ons, reward upgrades, and shipping. That is a separate purchase, made at a distance, and it comes with the cancellation rights below.

2. Physical items — 14 days, no reason needed

If you're in the UK or EU, you have 14 days to change your mind about physical items you bought here. The clock starts the day you receive them. You don't have to give a reason.

You can also cancel any time before the item ships — which, for a crowdfunding campaign, is usually a long window.

Tell us within 14 days of delivery and we'll confirm how to return the item. You can use the wording in section 7 or just email us plainly.
Send it back within 14 days of telling us. You pay return postage unless the item arrived damaged, faulty, or wasn't what you ordered.
We refund within 14 days of getting the item back, to the card you paid with. That includes the standard delivery you paid — if you chose an upgraded shipping option, we refund the standard rate.
Items need to come back in a resaleable state. You can open a box and look at a book; you can't play a game to destruction and then return it. If you've reduced its value beyond normal inspection, we may reduce the refund to match.

Outside the UK and EU you have the same 14-day window as a matter of our own policy, not local law. We'd rather run one rule for everyone.

3. Digital files — the trade-off

Digital rewards (PDFs, maps, printable assets) are delivered the moment your pledge is confirmed, so they work differently. The law lets you swap your 14-day cancellation right for immediate access — but only if you knowingly agree to it.

Before we unlock a paid digital file, we ask you to tick a box confirming you want it straight away and that you understand you lose the right to cancel it once the download starts. We record when you ticked it. If you never ticked it, you keep the full 14-day right.

If you paid for a digital file and haven't downloaded it, you can still cancel and get a full refund. And none of this affects your right to a refund for a file that's broken, corrupt, or not what was described — that's a faulty-goods claim, and the waiver doesn't touch it.

4. What we can't take back

Items made to your specification — a personalised item, an engraved name, a character portrait commissioned to your brief.
Sealed items you've opened where opening them makes resale unhygienic or impossible.
Digital files you chose to download after ticking the waiver in section 3.

That's the whole list. If something isn't on it, you can cancel it.

5. When a campaign runs late

Crowdfunding runs late. That's normal, and a slipped date is not a broken promise. But it isn't unlimited either.

Where a delivery window is shown at checkout, treat it as the creator's honest estimate — not a guaranteed date. If it moves, the creator will tell you. If the delay is significant and you'd rather not wait, you can ask us to cancel and refund the money you paid here, and we will.

If no date was given, or a shipment misses its window without any word from the creator, write to us and we'll either give you a firm new date you can agree to or refund you. We won't hold your money indefinitely against a delivery that isn't happening.

6. Damaged, faulty, or missing

Separate from cancelling, you have the right to items that match their description and arrive in one piece. If something turns up damaged, incomplete, or faulty, tell us within a reasonable time and we'll replace it or refund it. Photos help but we won't demand them for an obvious breakage. Return postage is on us.

Under the Consumer Rights Act 2015 these rights last well beyond 14 days, and nothing on this page shortens them.

7. How to cancel

Email james@storyforgerpg.com with your order or pledge reference. That's genuinely all we need. If you'd like the formal wording, this does the job:

I hereby give notice that I cancel my contract of sale for the following: [items]. Ordered on / received on: [date]. Name: [your name]. Address: [your address].

We'll acknowledge within one working day and confirm what happens next.

8. Before you call your bank

You're entitled to raise a chargeback with your card issuer, and we won't hold it against you. But we can almost always sort it faster ourselves. One email first usually saves everyone a month.

9. Who actually pays the refund

Payments made through StoryForge are collected by Arcana Capital Limited, so refunds come from us and land back on the card you used. We are not holding your money on trust or in escrow — it's a normal payment to a normal company, and your protection comes from the rights on this page plus your card issuer.

10. If you're not happy with the outcome

Tell us and we'll look again — reply to the same thread and ask for it to be escalated. If we still can't agree, UK consumers can contact Citizens Advice for free guidance on next steps. Nothing here removes your right to go to court.

See also our Backer Terms for the wider terms of sale, and Backer Rights for what you can do with your personal data.