Refund policy
Cancellation and Refund Policy
The Red Archives is a brand of WALR Brothers LLP. This policy applies to every order placed on theredarchives.com.
Prepaid orders only
We do not offer cash on delivery. Every order is paid in full at checkout, in Indian Rupees, with taxes included in the price shown on the product page.
Cancelling an order
You can cancel an order free of charge at any time before it has been fulfilled. Orders are dispatched within 24 hours of being placed, so if you want to cancel, write to support@walrbrothers.com or message +91-7880115565 as soon as you can, quoting your order number. If the parcel has not yet been handed to the courier, we will cancel the order and refund you in full.
Once an order has been handed over for delivery it can no longer be cancelled.
Why we do not accept returns
A case is a single-use experience. The box holds every piece of evidence needed to reach the answer along with the answer itself, and much of that material is sealed so it cannot be read out of order. Once a case has left our hands we have no way of knowing whether the seals have been cut, the online evidence viewed, or the solution read. For that reason we do not accept returns or exchanges of delivered cases, and we cannot refund a case because it has been solved, because it was harder or easier than expected, or because it is no longer wanted.
Please choose carefully before you order. Every case listing states the number of investigators it is built for, the running time, the difficulty and the themes it deals with. If you are unsure which case suits your group, write to us before you buy and we will help you pick.
What we will always put right
None of the above applies when the fault is ours. We will replace or refund an order at our own cost in any of these situations:
- The box arrives damaged, water damaged, or with the outer seal already broken.
- A piece of evidence listed in the case is missing, misprinted, or unreadable.
- You are sent the wrong case, or the wrong number of cases.
- The parcel is lost in transit or is never delivered.
To raise a claim, email support@walrbrothers.com within 48 hours of delivery with your order number, photographs of the parcel and of the affected pieces, and a short description of the problem.
Please film yourself opening the parcel. An unedited unboxing video, started before the outer seal is cut, is the quickest way for us to settle a damage or missing-piece claim, and we may ask to see one before approving a replacement.
Where a claim is approved we send a replacement of the same case at no charge to you. If we are unable to replace it, we refund the full amount you paid, including any shipping charge.
Failed delivery
If a parcel returns to us because the address was incomplete, because nobody was available across the courier's delivery attempts, or because delivery was refused, we will get in touch. You can either have it sent out again, in which case the second shipping charge is payable by you, or cancel the order and be refunded the value of the goods less the shipping cost we have already paid.
How refunds are paid
Approved refunds are credited to the payment method used at checkout. We raise the refund within 2 working days of approving it. Your bank or card issuer then takes its own time, usually 5 to 10 working days, to show the amount in your account.
Talk to us
Email support@walrbrothers.com or call or message +91-7880115565. We reply within 24 to 48 hours. We work Monday to Saturday and are closed on Sundays and public holidays.
WALR Brothers LLP, F23-24 Radhika Kunj, LIG Link Road, Indore, Madhya Pradesh 452011, India.