How do returns and refunds work?Updated an hour ago

To return an online order, email us at [email protected]. We'll send you a prepaid return label and confirm whether your return is a refund or an exchange.

At a glance

• Faulty or damaged items: no cost to you. We don't deduct anything from your refund or charge any shipping, and there is no set time limit.
• Change of mind (products other than trading card singles): you can return it within 30 days of delivery if it is completely unopened and in resaleable condition. Once we receive it, a $9.50 return fee is deducted from your refund.
• Trading card singles: we don't accept change of mind returns.
• Refunds: processed within 10 business days of us receiving your return, then 3 to 5 business days to reach your account, depending on your bank.

How to start a return

1. Email us at [email protected] with your order number, the items you want to return and the reason.
2. We'll email you a prepaid return label and confirm whether it's a refund or an exchange. Please wait for the label before posting anything back.
3. Send the item back with the label.
4. Once we receive it, we process your refund or exchange.

Faulty or damaged items

If your item is faulty or damaged, email us as soon as you can. There is no set time limit for reporting a faulty item, and we won't deduct anything from your refund or charge you for return shipping.

Change of mind

You can return most products if you change your mind, as long as:

• it is within 30 days of the delivery date,
• the item is completely unopened, and
• it is in resaleable condition.

When we receive your return, a $9.50 return fee is deducted from your refund. We don't accept change of mind returns on trading card singles.

Trading card singles that aren't as described

If a card arrived in a lower condition than described, or you received the wrong card, email us at [email protected] with your order number. We'll review it and offer an appropriate resolution. There is no set time limit for reporting this.

How long do refunds take?

We process your refund within 10 business days of receiving your return. It can then take another 3 to 5 business days to appear in your account, depending on your bank. Refunds go back to the original payment method.

Exchanges

If you're exchanging an item, we send your replacement once your return has been processed.

Bought in a store?

Online orders can't be returned to Good Games stores, because they go back to our online warehouse through the process above. If you bought in a store, contact that store directly.

Your rights

These policies are in addition to your rights under Australian Consumer Law.

Still need help?

Email us at [email protected] with your order number.