Returns & Refunds.

RETURN & REFUND POLICY

We offer return or exchange for most full-price and sale products. Please see below for further details.
All orders are subject to our Terms of Sale as specified in our Terms of Service.

RETURN TIME-FRAMES

30 DAYS from date of delivery.

FAULTY PRODUCTS

Our goal here at Games Grotto 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 of potential items where a specific item was not received

  • Products which include cards subject to a random draw, including TCG products.

If you have received an item you believe to be damaged or defective, please contact us via email or social media providing:

  • Proof of Purchase

  • Order Number

  • Photographic evidence of the defect or damage, including the state of packaging, where applicable.

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

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 (including postage paid by us, where applicable)

  • A replacement of the entire faulty product (including postage paid by us, where applicable)

  • A full refund of the purchase price for the affected product (including postage, where applicable).

Games Grotto will always work with you to fully understand the extent of your inquiry and to deliver an appropriate and satisfactory resolution for you. We ask for your patience as our team fields your inquiry appropriately, to ensure we’re able to liaise with our team, suppliers and publishers where applicable so we may have the opportunity to provide you the best possible outcome.

RECEIVING INCORRECT OR ADDITIONAL PRODUCTS

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

If this occurs, please contact us via email or social media as soon as possible, providing:

  • Your Order Number

  • Details of the issue encountered

  • Photographic evidence of the products received.

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

ORDER CANCELLATIONS OR AMENDMENTS

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 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)

  • Your specific cancellation request

REFUND PROCESSING

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 Games Grotto control.

RETURN TO SENDER

If an order is returned to our fulfilment centre due to an error on part of the customer, including (but not limited to):

  • Failure to collect from Post Office or Drop Location within courier hold timeframe,

  • Failure to accept Same Day Re-Delivery

  • Providing incorrect or incomplete delivery address at checkout,

  • Refusing any applicable customs fees or the delivery itself,

we will contact you immediately to ascertain how you would like to proceed with your order, subject to the following conditions:

REFUND/FALIURE TO RESPOND:

If a refund for the RTS order is requested or the customer fails to respond to our contact within 24 hours, the order will be refunded and re-stocked into our warehouse inventory, less the following charges:

  • The shipping cost already paid by the customer on ordering

  • The standard $10 RTS fee we incur from our couriers as a result

  • A 5% processing and handling fee of the total purchase price, for services rendered in this process

  • Any applicable customs fees charged for the return of your international order back to our warehouse.

Policy updated: 31/07/2022