Returns and Claims Policy

Defective or Damaged in Shipping Merchandise:
If you receive defective or damaged product please take the following steps:
  1. Save all packing material and contact us within 72 business hours from receiving the order by either calling us at 1-905-232-0666 or sending an e-mail to sales@medievaldepot.com.
  2. Please provide your full name, order number, pictures of the damaged product and packaging along with a description of the defect or damage.
  3. Once you notify us of of the defect or damage in shipping, we will contact you and begin the return process.
Upon assessment of the damaged or defective product, we will provide you with a RA# (Return Authorization Number).

Do not send anything back until you receive an RA# and approval for processing.

Upon approving a defective item replacement, we will email a return shipping label to the customer. The email should be received within the next 24 business hours, and no longer than 48 business hours. If you think it has been more than 48 hours, please contact customer service. Once receiving the label, please print the label out and clearly fix it to the package for return. The defective or damaged item should already be repackaged into the original shipping box with all original packing materials, paperwork, or other articles originally included.

A RA# (Return Authorization Number) will be issued for processing return. The RA# must be clearly written on the box in several places using a permanent marker and large font. Medieval Depot will not accept any packages for return unless they have the identifying RA# clearly written on the package. After preparing the package for return, please take it to the respective shipping company for which the label was created.

Once we have received and processed the Returned shipment, we will promptly reship a replacement. We apologize for any inconvenience. You must return the item promptly within 10 business days of the RA# being issued. After 10 business days, RA#s expire and are no longer eligible for processing. We value your patience and please do not hesitate to call us if you have further questions.

All returned items will be tested upon arrival. If the item is reported defective or damaged and is found to be in sound working order there will be a 25% restocking fee charged to your credit card.
Medieval Depot reserves the right to refuse any returns.

Back-orders & Out-Of-Stock Items:
Back-order queue means that due to the high sales volume on some of your item/items which you have bought, we are currently out of stock at that time. Please allow 30 days for your item/items to be shipped. Once item/items is placed on back-order, we cannot cancel it until the 30 days have been fulfilled.
Please Note: If your order/orders are partially shipped, you will not be charged extra shipping cost. Due to the high sale volumes of our items, any orders containing Back-ordered or Out Of Stock items may be removed from your order. A refund will be issued for that item.

Damaged Items via Use or Abuse:
Customer assumes all responsibility for any items damaged during use. Medieval Depot is not obligated to accept any returns on items damaged by customers. We reserve the rights to distinguish items damaged in transit, defective, or damaged by customers.

Please call ahead before attempting to disassemble, assemble, repair, or otherwise modify any products. If the product is not in new, working order, Medieval Depot may replace it for you. However, attempting to service a product will void any possibility of returning, refunding, or crediting the product back to you.

Wrong Item Shipped:
If you receive the wrong merchandise please save all packing material and contact us within 72 business hours. Call us at 1-905-232-0666 or e-mail sales@medievaldepot.com and include your full name and order number. You must save all packing material in the condition which it was received. Once you notify us of the wrong merchandise, we will contact you and begin the reshipping process with our shipping company.

Do not send us back merchandise without our approval. The RA# must be written on the outside of all boxes on the items that customer is authorized to return; otherwise returns will not be accepted. The return must be received within 10 business days after the RA# has been issued. RA will expire at the end of 10 business days and returns will not be accepted.

To obtain an RA# please call us at 1-905-232-0666 or e-mail sales@medievaldepot.com. A customer service representative will give you an RA# that must be clearly indicated on the outside of the return parcel, as well as on any included paperwork.

We are not obligated to accept any returns of product submitted more than 72 business hours after the products have been delivered to the customer. If we made a 1 delivery attempt and the package was not ready on the 1st attempt, the customers are liable to send the item back to us at their cost.

Exchanges & Unsatisfied Customers:
Medieval Depot stands behind all it's products and offers a 30-Day Money-Back Guarantee.  However, all returns are subject to a 25% restocking fee. Exchanges & Unsatisfied customers are welcome as long as they are done within 72 business hours of receipt of merchandise. Anyone exchanging or unsatisfied with their products will have to pay the shipping cost when we have to reship their product/products. If for any reason a customer would like to exchange or are unsatisfied with their product/products, they will have to ship it back to us and the original shipping cost for exchanges or unsatisfied product/products will not be reimbursed.
Returns or exchanges require that you obtain a Return Authorization # (RA #) from us before shipping any item(s) back to us. The RA# must be written on the outside of all boxes on the items that customer is authorized to return; otherwise returns will not be accepted. The return must be received within 10 business days after the RA# has been issued. RA will expire at the end of 10 business days and returns will not be accepted. Any unsatisfied item returns or exchanges must be returned in its original condition, with original packaging and labeling, and not tampered with or modified.
Medieval Depot reserves the right to refuse an item return at any time for any reason.

Refused Packages:
Customers who refuse to accept shipments of their orders from www.medievaldepot.com are still bound to all policies agreed upon when placing their order and shall be liable for all return shipping charges accrued plus a 25% restocking fee as well Customs fees, duties and taxes. Shipping costs for unsatisfied products without a valid Return Authorization (RA) #will not be reimbursed.
Note: Don't forget to write the RA number on the box and the following Shipping To Address:

Attn. Returns Dept.
Medieval Depot
30-2455 Cawthra Rd.
Mississauga, Ontario
L5A 3P1
CANADA