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Returns & Refunds Policy

Last updated: 8 November 2026

Summary: Change of mind? Return unopened items within 30 days of delivery for a full refund of the item price. Faulty, damaged or incorrect items are refunded, replaced or repaired under the Australian Consumer Law, and we cover the return postage. Refunds are paid to your original payment method within 5 business days of us receiving the return. No restocking fees.

1. Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits your rights under the Australian Consumer Law. See also our Warranty policy.

2. Faulty, damaged or incorrect items

  • If your item is faulty, arrives damaged, or is not what you ordered, contact us with your order number, a description of the problem and photos/video if possible.
  • We will email you a prepaid return label — you pay nothing to send a faulty or incorrect item back.
  • For a major failure you can choose a refund or a replacement. For a minor failure we may choose to repair, replace or refund.
  • Some faults may be assessed by the manufacturer's authorised service centre. We'll keep you updated throughout.

3. Change-of-mind returns (30 days)

We're happy to accept change-of-mind returns within 30 calendar days of delivery, provided that:

  • The item is unused, unopened and in its original factory-sealed packaging, with all contents, accessories and manuals.
  • Games, software and items with hygiene considerations (e.g. in-ear earbuds) must have the original seal intact.
  • You include your order number or proof of purchase.

For change-of-mind returns, return postage is paid by the customer. We recommend using a tracked and insured service, as we can't take responsibility for parcels lost on the way back to us. The original delivery fee is not refundable for change-of-mind returns (unless the whole order is returned before dispatch). We do not charge restocking fees.

Change-of-mind returns do not apply to digital codes or items marked as non-returnable on the product page.

4. How to return an item

  1. Contact us or email info@gamecrate.com.au with your order number and the item(s) you want to return. Please don't send items back without contacting us first.
  2. We'll reply within 1 business day with a Return Authorisation (RA) number and return instructions (and a prepaid label for faulty items).
  3. Pack the item securely in its original packaging, write the RA number on the outside of the parcel and send it to the returns address we provide.
  4. We inspect the item within 2 business days of receiving it and email you the outcome.

5. Refunds

  • Approved refunds are processed within 5 business days of us receiving the returned item.
  • Refunds are made to the original payment method (card, Apple Pay or Google Pay). Depending on your bank it may take a further 3–10 business days to appear on your statement.
  • For faulty or incorrect items we also refund the original delivery fee.

6. Exchanges

Want a different colour or item? Return the original under this policy and place a new order — that way you get the new item as quickly as possible.

7. Cancellations

Orders can be cancelled at no cost before dispatch, and pre-orders can be cancelled at any time before they are shipped, for a full refund including delivery fees.

Questions?

Contact Ashleigh Maree Riddle (ABN 51 495 806 799), trading as GameCrate: