Our goal here at Gameology is to provide an excellent gaming experience for all our valued customers, and we work hard to ensure our inventory is free from damage or defect prior to leaving our warehouse.

Unfortunately, there are some cases where an item may be received damaged or defective due to errors encountered in manufacturing by the product’s publishers, or by our courier partners.

Defective items include (but are not limited to):

• Broken parts
  
• Missing parts
  
• Manufacturing inconsistencies
  
• Damage sustained during delivery
  

Defective items do not include:

• Products specified as a random assortment where a specific item was not received
  
• Products that include cards subject to a random draw, such as TCG products and Sports Cards
  

If you have received an item you believe to be damaged or defective, please contact Customer Care (through our Help widget below, right) providing:

• Proof of Purchase
  
• Order Number
  
• Photographic evidence of the defect or damage (including the state of packaging, where applicable)
  

We assess all claims on a case-by-case basis and will respond to you within 48 hours.

If we determine the product you have received is indeed faulty, you will be entitled to one of the following remedies:

• A replacement of the faulty part (postage covered by us, where applicable)
  
• A replacement of the entire faulty product (postage covered by us, where applicable)
  
• A full refund of the purchase price for the affected product (including postage, where applicable)
  

Gameology will always work with you to fully understand the extent of your inquiry and to deliver an appropriate and satisfactory resolution. We ask for your patience as our team assesses your inquiry and liaises with suppliers and publishers where necessary to provide you with the best possible outcome.

In the process of fulfilling our customers’ orders with efficiency at the forefront of our minds, we acknowledge that there exists the potential for human error within our packing and warehouse fulfilment.

In rare cases, you may find you have received an incorrect or additional item in your delivery.

If this occurs, please contact Customer Care (through our Help widget below, right) as soon as possible, providing:

• Your Order Number
  
• Details of the issue encountered
  
• Photographic evidence of the products received
  

We will assess the situation and work with you to resolve any such issues in a timely and efficient manner.

Orders placed via our Click & Collect Service are required to be collected from our warehouse location within 14 days of receiving your Pick-Up Notice via email.

Orders that remain uncollected after this period will be cancelled and refunded (less any applicable Afterpay or Zip Pay fees, see below ‘Refund Processing’ for further clarification).

We will endeavour to take all reasonable measures to ensure you are made aware that your order is ready to collect, including sending a secondary, courtesy email seven days after your original Pick-Up Notice as a reminder, if the order remains uncollected at that time.

Should you encounter any issues regarding the collection of your order, please contact Customer Care (through our Help widget below, right) as soon as possible so we may be able to assist you.

After your order has been placed it immediately begins to process through our system to make its way to you as quickly as possible! After this process has begun, it is very difficult to cancel or amend an order.

While we cannot guarantee this is possible, please contact Customer Care (through our Help widget below, right) urgently should you wish to check, including the following information in your request:
- Your Order Number/s
- Your specific amendment request – including (where applicable): providing a full and correct address (including any business name/s) and, any additional product barcodes (found at the bottom right corner of the menu to the right of our product listing)
- Your specific cancellation request

Any requests unable to be actioned will be subject to our Change Of Mind Return Conditions, above.

Any approved refunds will be processed via your original payment method and you will be notified by email as soon as this occurs.

Payments made via credit/debit card may take up to 5 business days to reflect in your account. This is dependent on the policies of your financial institution and out of Gameology’s control.

Please note that any requests made to exchange or refund orders placed where a Buy Now, Pay Later method was used, will incur a 5% fee of the total purchase price, due to the associated fees charged by these companies to us in these circumstances.

Per our Terms of Service, customers are not entitled to receive a refund on purchases of Gameology gift cards.