Refund policy

Returns and refunds policy

Customer satisfaction is our highest priority. If you are not completely satisfied with your purchase, we will gladly assist you with the return or cancellation process.

Return conditions

  1. Return period: items may be returned within 14 days of the date of receipt.
  2. Condition of the product: items must be returned in the same condition in which they were received. Collectible cards must be in the same condition, and sealed products in their original, intact packaging.
  3. Shipping costs: return shipping costs are borne by the customer, unless the item is defective or was sent in error by GS GameOn. In those cases, GS GameOn covers the return shipping costs. A partial refund may be agreed where the product is damaged or does not match the condition described.
  4. Evidence of defects: where an item is returned because of a product defect, you must provide photographic and video evidence clearly establishing the existence and nature of the defect. This evidence must be sent to customer service before the return is approved.

How to make a return

  1. Contact customer service: before returning an item, please contact our customer service team, who will give you detailed instructions on the return process.
  2. Pack the item: make sure the item is well packed to prevent damage in transit.
  3. Ship the item: once packed, you can ship the item to the address we provide.

Order cancellations

The conditions and time limits for cancelling an order are set out in our Order Cancellation Policy.

Pre-order policy

  1. Pre-order deposit: when you place a pre-order with GS GameOn, you may be asked to pay a deposit. This deposit secures your reservation and is deducted from the total price when the product is collected or shipped.
  2. Pre-orders are non-cancellable: once a pre-order has been placed, it cannot be cancelled. We undertake to secure the product for you and, in return, we ask for your commitment to complete the purchase.
  3. No refund on cancellation: should you decide you no longer want the pre-ordered product, the deposit paid will not be refunded. The deposit contributes to the operating and logistics costs involved in managing your order.

We invite you to consider carefully before placing a pre-order and to make sure you genuinely want the product. Our aim is to give you the best possible service while securing availability of the most sought-after products. Thank you for your understanding and cooperation.

Refunds and transaction fees

Once the returned item has been received and checked, or the cancellation of the order has been confirmed, the refund is issued to the original payment method within 14 days.

Withholding of transaction fees: when a refund is issued for a return or an order cancellation, the transaction fees associated with platform costs are not returned; they depend on the payment method and are paid directly to our partners (Shopify, Shopify Payments, PayPal and Klarna, by way of example). These fees amount to 5% of the order value including shipping costs and are withheld at the time of the refund.

Scope of the withholding: the withholding of transaction fees applies both to returns of products already received and to cancellations of orders not yet shipped. In both cases the 5% fees are not refunded.

Exceptions to the withholding of fees

Where a return or cancellation is due to a product defect (duly evidenced by photographs and video) or to a shipping error by GS GameOn, the refund is made in full, including transaction fees.

Questions

If you have any question about our returns and refunds policy, please do not hesitate to contact our customer service team. We are here to help.