Return & Exchange Policy
GameStore is committed to your satisfaction with your purchase. We offer a comprehensive return and exchange policy to ensure a smooth and hassle-free experience.
Warranty:
● GameStore provides one year warranty from date of purchase on most products (except on gaming software CD's, digital products, Trading Card Games commonly referred to as "TCG", wear & tear products like keychains, doormats, mugs etc). Kindly note that product warranty is only covered in UAE and a replacement (if deemed necessary) is subject to availability.
Product Damage or Issues:
● In the event of damage or any hardware or software malfunction upon receiving your product, please take a photo of the item and contact our Customer Service team within 24 hours via email sales@gamestore.gg (kindly note response time: 1 business day), phone +971 4 3380609 and whatsapp +971 54 3767035 (daily 10am-10pm) . We will be happy to assist you.
● In the case of bulky products (gaming chairs, tables, desks, racing seats, arcade machines etc) found to be defective or faulty please inform customer service immediately. Kindly note that certain bulky products (found to be faulty) may be collected directly by the supplier for inspection and subject to their delivery schedule. Please remember to keep the original packaging and invoice ready at the time of collection.
● If you are unhappy with the overall product quality please highlight your concern to our customer service team so GameStore can address your concern and offer viable solutions.
● Any product found to be defective is subject to service repairs provided by the manufacturer/supplier. Repair work may take up to 14 business days on the following date they are handed over. A service report will be provided once the repair is completed.
Refunds/Exchange/Return:
● Product must be sealed and in it's original condition and packaging in order to be considered for replacement/exchange. Kindly note it is customer's responsibility to check the condition of the item before leaving the store with their purchase.
● Product may be exchanged, returned or replaced within 14 calendar days from the purchase date. Refunds may only be considered if the repaired/replaced/exchanged product is found to be faulty/defective.
● In the case of refunds please note that refunds may take up to 14 business days to process and reflect in your account (up to 30 days depending on your bank) after verification of product condition. Kindly note that any delay in funds reaching your account may be from your bank's side once the refund process has been officially initiated by us.
● A product may be returned and a store credit will be issued for the same value. Store credit note/memo must be used within 60 days from the issue date.
● A product may be exchanged with another product of the same or higher value.
● If an incorrect product has been delivered please contact our customer service team immediately to arrange delivery of the correct product. Or you may also walk in to our store and return your purchase.
● GameStore reserves the right to cancel website orders at their discretion and will refund you accordingly. The same may apply to promotional products where limited qtys are concerned.
● GameStore will refund already paid website orders only in the event of "Undeliverable" orders which may be physical stock items not available at the time of delivery and if a replacement/substitute product is not acceptable. Kindly note that "Undeliverable" does not constitute details such as incorrect delivery address, receiver's availability, receiving timings, unreachable contact person/number, public holidays, weak internet connection etc.
Order Cancellation:
● You have the right to cancel your order without penalty while it is still being processed and before it ships from our warehouse. Please contact Customer Service immediately if you wish to cancel.
Return Shipping Fees:
● In the case of a return or exchange initiated by the customer after dispatch, any original delivery, installation (if applicable), service and gift wrapping fees etc will not be refunded.
Exclusions:
● Games (software), wearable tech such as eyewear, headgear etc, subscription cards, gift cards, TCG (Trading Card Game) products and digital products are non-refundable and non-exchangeable. However, some accessories and hardware may have manufacturer warranties as outlined on the product page. These warranties typically cover manufacturing defects only and exclude physical damage.
Misuse:
● In the event of product misuse GameStore will provide you with a service report from the manufacturer/distributor service center and offer best solutions where possible.
Proof of Purchase:
● A valid receipt or invoice is mandatory for all refund and exchange requests.
Sale Items:
● Discounted or sale items cannot be refunded. However, they can be exchanged within 3 calendar days from the date of purchase if a manufacturing defect is verified after assessment by the supplier.
Preorder Items:
● Any items preordered via our website or from our showroom cannot be refunded/replaced/exchanged unless a manufacturing defect is verified after assessment by the supplier.
Bundled Products:
● All items included in a bundle must be returned for exchange or refund.
Digital Products:
● Once purchased, digital codes and cards (example: PlayStation, Nintendo, Xbox, Roblox, Steam etc) cannot be returned or exchanged. For issues with digital products, please contact our Customer Service. Kindly note that it is customer's responsibility to check the region they are purchasing/redeeming the code for. For any support issues please note that you will have to provide us with the registered UAE mobile number (+971) and email address (used at the time of purchase) for verification purpose. You may be asked for further details as proof of identification. You may be directed to call the vendor customer service support directly in certain cases which are beyond our control.
