General Games Returns & Refunds Policy

General Games Returns & Refunds Policy

(updated 25/03/2025)

 

Consumer Guarantee

Consumers are entitled to a solution of a repair, replacement or refund if a product or service they buy doesn’t meet one of the basic rights. These basic rights are known as consumer guarantees.

The solutions are collectively referred to as remedies. What remedy the consumer is entitled to generally depends on:

• what was bought (whether the problem is with a product or a service)
• the seriousness of the problem (whether the problem is major or minor).

In some situations, the consumer gets to choose the remedy they prefer.

 

Occasions when consumers aren't entitled to a repair, replacement or refund.

Consumers are not entitled to a repair, replacement or refund under the consumer guarantees if:

• they got what they asked for but simply changed their mind, found the product cheaper somewhere else, or decided they didn't like the purchase or had no use for it. 
• the problem with the product was caused by the consumer misusing it
• they knew of or were made aware of the problem with the product before they bought it (but they may be entitled to a repair, replacement or refund for a different problem with the product that wasn’t made clear to them before they bought it)
• asked for a service to be done in a certain way against the advice of the business
• the problem with a service was caused by the actions of someone other than the business.

 

We are not required to provide a refund or replacement if you change your mind. 

 

But you can choose a refund or exchange if an item has a Major Problem. 

 

This is when the item: 

• has a problem that would have stopped someone from buying the item if they had known about it 
• is unsafe 
• is significantly different from the sample or description 
• doesn’t do what we said it would, or what you asked for and can’t be easily fixed. 

 

Alternatively, you can choose to keep the item and we will compensate you for any drop in value. If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement. 

 

Issues not considered a faulty product

Issues that are neither minor nor major problems include:

• fair wear and tear alone
• change of mind – for example, the consumer no longer likes the colour of an item of clothing
• a hidden defect specifically drawn to the consumer’s attention before the purchase – for example, a pair of shoes with a ‘seconds’ label that states that the stitching is faulty
• a defect that the consumer should have noticed on examination – for example, faded paint on antique or second-hand products that a consumer can inspect
• a defect due to abnormal use – for example, a television is broken by something hitting the screen.
• Products that have Random Assortments or Contents (such as Blind Boxes or TCG product) where you did not receive the specific contents you wanted. 

 

Available solutions for items with a Major Problem

When a business sells a product with a major problem, or a product that later develops a major problem, it must give the consumer the choice of a:

• refund, or
• replacement of the same type of product.

 

A refund should be the full amount the consumer paid for the product. The business must not deduct an amount from a refund to take into account the use a consumer has had of the product.

Please keep your proof of purchase — e.g. your receipt. 

Refunds should be provided in the same form as the original payment, unless the business and consumer agree otherwise. Please be aware credit/debit card refunds may take up to 5 business days to reflect on your account, depending on the financial institution.

A consumer can also choose to keep the product but be compensated for the drop in value caused by the problem.

 

Available solutions for items with a Minor Problem

If the product has some other problem that is not covered by ‘major problem’ above, it can be considered to be a minor problem. For example, it does not do what it is normally supposed to do but can be fixed easily and within a reasonable time.

The store chooses whether to:

• provide a replacement that is identical, or of similar value
• repair the product within a reasonable time, or
• give a refund.

 

Returning a faulty product

Consumers have the right to return a product if they think there’s a problem.

The product does not have to be in its original packaging, but a business is entitled to ask consumers to provide some form of proof of purchase, such as a receipt.

 

Responsibility for returning products

Consumers are responsible for returning products that can be posted or easily returned.

Return costs

If the business confirms that the product does have a problem, it must reimburse the consumer for any reasonable return costs they have already paid.

Consumers should keep receipts for postage or transport costs so that they can be repaid by the business.

 

Change of Mind

If you’ve had a change of mind and can present a valid receipt, General Games may offer an exchange or refund provided that the merchandise:

• is in brand-new, resalable condition
• is unworn, unused, and unassembled
• is in its original condition with all original packaging and content included
• Refunds or exchanges will be based on the purchase price, not the current market price.

 

Ideally, requests for exchange or refund should be made within 7 days of purchase.

However, General Games may at its sole discretion, extend the 7 day period to accommodate gift-giving occasions like Christmas. If a valid receipt cannot be provided and/or more than 7 days have passed since the original purchase date, General Games reserves the right, at its absolute discretion not to offer an exchange or refund for change of mind.

General Games is not obligated to provide you with a copy of your original receipt to facilitate an exchange, refund, insurance or warranty claim.

 

Exclusions Under Change of Mind Returns

Please exercise caution when purchasing the following items, as change of mind returns will not be granted for the items listed below:

• Blind-Box items
• Trading Card Game Singles, Repacks or Sealed Product
• Sports Cards
• Store Clearance Items

 

TCG, Sports & Collectable Card Sealed Product

General Games only sources these items from reputable Australian Importers using official channels. Unfortunately these items have suffered from a high level of criminal activity with returned or exchanged product often being negatively tampered with.

To protect our customers, we will not accept returns on these items, nor will we purchase sealed TCG product from customers or secondary markets. This ensures the product we sell is both authentic, and not stolen.

We will not accept returns on TCG or Sports Card Singles product. You may inspect Online Card Singles at our Frankston Store before purchase. All our Online Singles are condition graded to the best of our abilities and may contain minor variations.