Refund policy

Return, Cancellation and Refund Policy Customer satisfaction is our absolute priority. If you are not completely satisfied with your purchase, we will be happy to assist you with the return or cancellation process.

Return Conditions

Return Period: Items may be returned within 14 days from the date of receipt. Product Condition: Items must be returned in the same condition in which they were received. Collectible cards must be in the same condition and in their original intact packaging. Shipping Costs: Return shipping costs are borne by the customer unless the item is defective or was sent incorrectly by GS GameOn. In such cases, GS GameOn will cover the return shipping costs. A partial refund may be agreed in case of damage or if the product does not match the declared conditions. Defect Documentation: In the case of returns due to product defects, photographic and video evidence clearly proving the presence and nature of the defect is required. This documentation must be sent to customer service before the return is approved.

Order Cancellation

Cancellation before shipping: You may request the cancellation of an order before it is shipped by contacting our customer service. Timing: The cancellation request must be made promptly, as orders are processed quickly. Confirmation: Order cancellation will only be effective after confirmation by our team. Orders under €50: We reserve the right to refuse, at our sole discretion, cancellation requests for orders under €50. This policy is necessary to ensure operational efficiency and reduce administrative costs.

How to Make a Return

Contact Customer Service: Before returning an item, please contact our customer service. They will provide detailed instructions on the return process. Package the Item: Ensure the item is securely packaged to prevent damage during transport. Ship the Item: Once packaged, you may ship the item to the address we will provide.

Pre-Order Policy

Pre-Order Deposit: When placing a pre-order with GS GameOn, you may be required to pay a deposit. This deposit secures your reservation and is deducted from the total price at the time of pickup or shipping. Non-Cancellable Pre-Orders: Once a pre-order is placed, it cannot be cancelled. We commit to ensuring product availability for you, and in return we ask for your commitment to complete the purchase. No Refund for Cancellation: If you decide you no longer want the pre-ordered product, the deposit will not be refundable. This is because the deposit helps cover operational and logistical costs related to managing your order. We kindly ask you to consider carefully before placing a pre-order, ensuring you truly want the product. Our goal is to provide the best possible service while ensuring availability of the most in-demand products. Thank you for your understanding and cooperation.

Refunds and Fees

Once the returned item has been received and verified, or the order cancellation has been confirmed, the refund will be issued to the original payment method within 14 days. Fee retention: At the time of refund for a return or order cancellation, transaction fees related to platform costs will not be refunded, as they are tied to payment providers and go directly to our partners (such as Shopify, Shopify Payments, PayPal, Klarna). These fees amount to 5% of the order value, including shipping costs, and will be retained at the time of refund. Applicability of retention: The 5% fee retention applies both in the case of returned products and in the case of cancelled orders that have not yet been shipped. In both cases, the 5% fee will not be refunded.

Exceptions to Fee Retention

In the case of returns or cancellations due to product defects (properly documented with photographic and video evidence) or shipping errors made by GS GameOn, the refund will be full, including transaction fees.

Questions

If you have any questions about our return and cancellation policy, please do not hesitate to contact our customer service. We are here to help.