Refund Policy

We want you to be happy with your case file. We also make a product that reveals its ending once it is opened, so our policy has to account for that. Here is how it works, in plain terms.

Unopened folders. If your folder is unopened and unused, you may return it within 14 days of delivery for a full refund of the purchase price, minus the cost of return delivery. Write to us at contact@thevineyardfiles.com with your order number and we will send return instructions.

Opened case files. We cannot accept returns of opened case files. The solution is sealed inside each folder, and the value of the case is solving it for the first time. Once the file has been opened, it cannot be sold again. We hope you understand. This is the nature of a mystery you only get to solve once.

Damaged or incomplete orders. If your folder arrives damaged, or if something inside is missing or misprinted, that is on us. Write to us within 14 days of delivery at contact@thevineyardfiles.com, tell us what happened, and include a photo if you can. We will replace it at no cost to you.

Lost or delayed deliveries. If your delivery shows a problem, or your folder has not arrived within a reasonable time, write to us. We will look into it and make it right.

Gifts. If you received a folder as a gift and it is unopened, the same 14-day return window applies from the date of delivery.

How refunds are issued. Approved refunds are returned to the original payment method. It can take a few business days for the refund to appear, depending on your bank or card provider.

If you have a question this policy does not answer, write to us at contact@thevineyardfiles.com. A real person will read it.