Damaged & Defective Policy

What this policy covers

This policy applies only to items that arrive damaged in transit or have a manufacturing defect:
  • Books
    • What Side Are You On (paperback)
    • The Legend of Peeniqua Pip – Zoltor Boggs (Story One) (hardcover)
  • Collectibles
    • Magical Guardian Stone (stone + case)
All other reasons (change of mind, reader preference, minor shelf-wear from normal handling, etc.) are not eligible.

Report times

  • Shipping damage: Report within 7 calendar days of delivery.
  • Manufacturing defect: Report within 30 calendar days of delivery.
  • After these windows, we can’t guarantee replacements or refunds.

How to file a claim (required)

Email hello@brendlewood.com with:
  1. Order number and full name
  2. Item(s) affected and a short description
  3. Photos/videos:
    • Outer shipping box (all sides)
    • Packing materials
    • The product defect/damage (close-up + full item)
    • For books: clear shots of the cover(s), spine, and the impacted interior pages
    • For the Stone: close-ups of chips/cracks/finish issues; and the case if affected
  4. Date of delivery shown by your carrier
We’ll confirm within 2 business days and issue next steps and (if needed) an RMA and return label.

What qualifies (examples)

Books

Eligible defects/damage
  • Crushed corners, torn dust jacket (if applicable), split spine, pages missing/duplicated, severe print misregistration, severe ink smears, water damage clearly from transit.
Not eligible
  • Minor corner blunts or light rub marks; slight color variance between print runs; small lamination waves; normal binding swell; scuffs from opening; damage occurring after delivery (e.g., spills, pet/child damage).
Magical Guardian Stone (stone + case)

Eligible defects/damage
  • Cracks, chips, deep scratches, finish defects, mis-engraving, loose fittings, broken hinges/closures, case warping, or transit breakage.
Not eligible
  • Wear from handling; micro-variations inherent to stone/casting/finish; damage from drops, impact, water/heat exposure, chemical cleaners; alterations or engraving performed after delivery.
Note on Soundscapes: QR access (StoryVision™/StoryScore™) is a digital feature bundled with books and is non-returnable. If a QR doesn’t load, we’ll help you regain access—contact hello@brendlewood.com.

Our remedies

After reviewing your claim:
  1. Replacement (default) — we ship the same item at no cost.
  2. Refund — if replacement is not possible (out of stock/discontinued), we refund to the original payment method or provide store credit—your choice.
  3. Partial credit — for minor damage where you prefer to keep the item.
We may request:
  1. Return of the item (we’ll provide a prepaid label), or
  2. Disposal proof (photo/video) for low-value/oversize cases where return isn’t required.

Return logistics

  • Items must be returned in their original packaging (when available) with all inserts.
  • Once an RMA is issued, the return must be tendered to the carrier within 14 days.
  • Returned items are inspected within 3–5 business days of arrival; approved remedies are issued immediately after inspection.

Where you purchased matters

  • Bought from Brendlewood.com? Use this policy.
  • Bought from another retailer/marketplace (e.g., Amazon, a bookstore, a game shop)? Please contact that seller and follow their policy; they’ll handle the claim and we’ll support them if needed.

Shipping addresses & international orders

  • We replace/refund to the original ship-to country.
  • International buyers: duties/taxes are not refundable by us; replacement shipments may incur new duties/taxes per local law.

Fraud prevention & edge cases

  • We may decline or limit claims with inconsistent evidence, repeated claims patterns, or items showing post-delivery misuse.
  • Any suspected carrier theft should be reported to the carrier; we’ll cooperate with their investigation.

Need help fast?

Email hello@brendlewood.com with “Damage/Defect Claim” in the subject line. Include your order number and photos to speed things up.