Refund policy
Returns & Refund Policy
At Platinum Nerds, all products are made to order and personalized specifically for each customer. For this reason, we do not accept returns or issue refunds for personalized items, except in cases of proven damage during shipping.
Damaged or Defective Products
If your order arrives damaged, we’re here to help. All orders include shipping insurance, so we can initiate the claim process with CTT.
To request a replacement, you must:
- Send an email to hello.platinumnerds@gmail.com
- Attach clear photos of the damaged product and the envelope/packaging
- Contact us within a maximum of 3 days after the delivery date, as confirmed by CTT tracking records
After reviewing and validating your request, we will proceed with the replacement process.
Return of Damaged Products
In order to replace the damaged items, you may be required to return the products.
The return must be sent to the address provided by email.
Return shipping costs are the responsibility of the buyer.
Once we receive the returned product(s) and confirm the damage, we will send a replacement at no additional cost.
Personalized Items
Since the magnets are made specifically with the games selected by each customer, orders cannot be cancelled, returned, or refunded once production has started, except in cases of proven damage during shipping.