Returns, Refunds & Warranty Policy

We work hard to ensure every item meets our quality standards. Please review the policy below before requesting a return or refund.

📦 Return & Refund Policy

Eligibility

  • Returns are accepted within 30 days of the delivery date.

  • Refunds apply to the purchase price only.

  • Shipping costs are non-refundable, unless the return is due to an error on our part.

Return Requirements

Returned items must:

  • Be in original packaging

  • Include all accessories, manuals, and inserts

  • Show no signs of wear, damage, or use

  • Match the exact item and condition that was shipped

Non-Returnable Items

  • Discounted, sale, or clearance items (final sale)

  • Items damaged due to customer handling, misuse, or improper storage

  • Items returned missing components or swapped parts

  • Items returned beyond the 30-day window

Restocking Fees

For returns not caused by our error, we reserve the right to apply a restocking fee of up to 15%, depending on item condition and completeness.

🛡️ Warranty Policy (60 Days)

We offer a 60-day warranty covering:

  • DOA (Dead on Arrival) items

  • Functional defects not caused by misuse, neglect, or physical damage

Warranty Exclusions

The warranty does not cover:

  • Physical damage, liquid damage, or drops

  • Tampering, internal modifications, or attempted repairs

  • Damage caused by incorrect accessories, power adapters, or region compatibility

  • Cosmetic defects discovered after use

If an item is returned under warranty but deemed to be damaged by user handling, it will be returned to the customer at their expense.

Warranty Outcome

Approved warranty claims receive:

  • A replacement, if available

  • Otherwise, a refund of the item value

🚚 How to Start a Return or Warranty Claim

Email help@thevideogamecompany.com with:

  • Your full name

  • Order number

  • Description of the issue

  • Photos or video (for defective items)

We will respond within 48 hours.

Return Shipping

  • Canada: We provide a pre-paid return label for approved claims.

  • USA / International: Customers must arrange and pay for their own return shipping.

  • Return labels are not provided for:

    • Buyer’s remorse

    • Compatibility issues

    • Incorrect usage

    • Non-defective items

⚠️ Additional Protection Clauses (Highly Recommended)

Compatibility Responsibility

Buyers are responsible for ensuring:

  • Region compatibility (NTSC / PAL / NTSC-J)

  • Power requirements

  • Accessory compatibility

Returns due to incompatibility will not be considered an error on our part.

Item Verification

All returns are inspected and tested.
If an item is returned in a different condition than it was shipped:

  • Refunds may be reduced or denied, and

  • The item will be returned to the customer at their expense

Chargebacks / False Claims

We reserve the right to submit:

  • Tracking evidence

  • Testing videos

  • Serial number logs

…to dispute any false claims or chargebacks.

🔄 Trade-In Terms

To protect both parties:

  • All trade-in items must match the described condition.

  • Items that arrive damaged, incomplete, modified, or non-functional may be rejected.

  • Return shipping for rejected trade-ins is at the sender’s expense.

  • Please include clear photos of serial numbers before shipping.

We reserve the right to refuse payment for:

  • Counterfeit items

  • Items with swapped parts

  • Items significantly different from the description

  • Shipments that arrive damaged due to poor packaging

❓ Need Help?

Our team is here to support you.
Email: help@thevideogamecompany.com