Return & Exchange Policy

 

Video Game Heaven does not take title to returned items until the item arrives at our warehouse or is returned in-person at any physical brick-and-mortar location during operating hours. At our discretion, a refund may be issued without requiring a return. In this situation, Video Game Heaven does not take title to the refunded item.

We make every effort to display as accurately as possible the colors, features, specifications, and details of the products available on the each product listing on the https://videogameheaven.com website as well as in each store location. However, we do not guarantee that the colors, features, specifications, and details of the products will be accurate, complete, reliable, current, or free of other errors, and your electronic display may not accurately reflect the actual colors and details of the products.

We do not take responsibility for intentional or unintentional misrepresentation of any product shared anywhere outside of our store locations, online shop, social media, or any other form of communication in which can be confirmed as Video Game Heaven, Inc. We will not be held responsible for any details published or shared by any user other than Video Game Heaven or Cool Stuff on any digital platform.

Any products described as “pre-owned” or “refurbished” may not include all manufacturer-branded accessories, instructions, and/or original packaging unless specifically indicated otherwise by us on its listing. Any electronic “pre-owned” and “refurbished” products may contain minor cosmetic imperfections/damages that are not considered to be a defect since it will not interfere with its use or functionality.

If you determine inaccuracies with any product descriptions we have published before your order has shipped, you may have a chance to cancel your order. Please read further on how to cancel unshipped orders. If you receive a product that is not as described, your sole remedy is to return it in unused condition.

We will not be held responsible for any compatibility issues existent within any product purchased, published, or shared unless the issue is specifically contradicting of any official printing on the factory packaging or contradicting of published content made on product listings by us. Compatibility issues most commonly occur with electronic equipment, accessories, and media. Incompatibilities may consist of but are not limited to:

• physical media types (e.g. as CD, DVD, DVD dual-layer, Blu-ray, etc.)
• digital media or file formats (e.g. JPG, AVI, MP3, TIFF, etc.)
• video game platforms (Xbox 360, Xbox One, Nintendo 3DS, Nintendo Switch, PlayStation 5, etc.)
• AC or DC voltage/amperage and (if applicable) their respective device power input and electrical receptacle connections
• device manufacturer and model types (e.g. PSP 1000, PSP 2000, PSP 3000, PSP Go, etc.)
• video input/output connections (e.g. composite RCA, component, HDMI, VGA, etc.)
• display resolution (e.g. 480i, 480p, 720p, 1080p, 4K, etc.)
• operating systems and driver support (e.g. Windows 7, Windows 10, Mac OSX, Linux, etc.)
• function or feature support within specific applications/games
• firmware versions

Additionally, our brick and mortar retail locations carry many used products spanning multiple generations. Due to the change and evolution in technology over the decades, it is your responsibility to be aware of what your purchase is currently compatible with. Please make yourself familiar with the proper accessories and equipment needed to support or enhance the use with any used product beforehand.

All products are subject to availability, and we cannot guarantee that items will be in stock. We reserve the right to discontinue any products at any time for any reason. Prices for all products are subject to change. In the event a product is listed at an incorrect price or with incorrect information due to typographical error or error in pricing or product information received from our suppliers, we shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. If your credit card or any other form of payment has already been charged for the purchase and your order is canceled, your payment method will be refunded in the amount of the charge.

In the event that an item is ordered that was incorrectly listed as available, we shall have the right to refuse or cancel any orders placed for product listed with the incorrect availability. If your credit card or any other form of payment has already been charged for the purchase and your order is canceled, your payment method will be refunded in the amount of the charge.

In the event that you have paid and received the item and determine you may have been charged an incorrect price, we shall solely decide at our discretion the accuracy and validity of the claim in order to determine how to proceed. If the purchase was made in-store, then you should first contact the store location by phone to determine how to proceed. You may be asked bring the item and receipt back to the store location is was purchase at in order to resolve the dispute. If the purchase was made online, then please submit a request here with “Does not match description on listing” for the reason.

Video Game Heaven offers a flexible cancellation policy to give you as much opportunity as possible to submit a cancel request before an order ships. All of this can be done by submitting a request here. Once we’ve received your request, we will respond with the status of your request by phone or email. If your online order was a pre-order, then please be sure to review the “Pre-orders” and “Deposits” sections below.

We reserve the right to deny any cancel requests if the item has been already shipped. Also note that due to unexpected delays with the website posting an accurate order status, it may be possible that your item has already been processed and shipped, however you should receive an automated email including tracking details as soon as we ready the order for shipping.

Any orders that have been shipped or completed cannot be canceled and will have to follow policies regarding the return process indicated under the “Return & Exchange Eligibility” listed below.

Note: Any video game pre-orders paid for in-store can be cancelled no-questions-asked at anytime for a full refund. To cancel a pre-order placed in-store, you must visit the store location the pre-order was placed at. The remainder of this section applies only to pre-orders submitted online.

Any online pre-order can be requested for cancellation by submitting a request here. Once we’ve received your request, we will respond with the status of your request by phone or email. Many online pre-orders have “required deposits” that are non-refundable regardless if the item was paid in full upfront. For more details and exceptions please review the “Deposits” section below.

Please note that pre-order cancellation requests may be denied. Although not guaranteed, the following are typical scenarios in which your pre-order may be denied:

• The item is a 18+ restricted item
• In very rare cases, the item is considered to be a “custom item” and the request for cancellation was submitted after the pre-order close date. Custom items are items that have special details added or removed at the request of a customer – such as an engraved name. Typically we cannot reverse these orders with our distributors and vendors after the close date has passed. These dates are posted on the product listing.

Note: Any video game pre-orders paid for in-store can have their deposits refunded in full no-questions-asked when cancelling a pre-order. To cancel a pre-order placed in-store, you must visit the store location the pre-order was placed at. The remainder of this section applies only to deposits associated with online orders.

Video Game Heaven may require deposits for pre-orders or special orders of specific products. The deposit amount will vary from item to item, but will be noted on each listing before checkout. These deposits are non-refundable if the pre-order is canceled after the close date even if Video Game Heaven approves the cancellation of the order on behalf of the customer’s request. This date is noted on the product listing. Exception(s) listed further below.

VIEW SCREENSHOT

If only the deposit was paid, then the customer will be notified by email to submit the remaining payment due once the order has arrived at our warehouse. Video Game Heaven may also attempt to reach out by phone. Once the customer has been notified, if 30 days has passed without a response from the customer, then the order will be subject to cancellation and the deposit amount will be forfeit.

If the product requires a deposit, but was optionally paid in full, then the difference between the paid amount (including any shipping costs) and the deposit will be refunded to the method of payment used. To submit a cancel request for a pre-order, please follow the instructions above under the “PRE-ORDERS” section. To submit a cancel request for a special order, please follow the instructions above under the “ORDERS” section.

If your pre-order has been delayed past its release date by more than 180 days (6 months), then cancellation requests will have guaranteed approval with full a refund including any deposits. If the release date was noted as a Q1, Q2, Q3, or Q4 release then this is based on 180 days after the last day of that quarter. This exception does not apply if a pre-order has arrived at our warehouse and is being processed (i.e. awaiting remaining payment, being staged for shipping, or sent to location for pickup).

Terms begin at the date of purchase indicated on the receipt. The purchase receipt is required and must be presented (printed or digital) when bringing any item back for return or exchange. If you do not have your receipt, then we may be able to locate for you however this is not guaranteed. If we are incapable/unsuccessful in finding your receipt then we will be unable to proceed.

➤ To begin the process, bring the item(s) back to any of our store locations. Eligibility for return/exchange will be dependent on a variety of factors such as but not limited to:

• Purchase Date – Is it within the return policy range?
• New or used/pre-owned – Was it purchased as new or used/pre-owned? Was it factory sealed when purchased?
• Reason for the return – Is it defective, the wrong item, no longer needed, etc.?
• Condition the product is being returned as – Does the purchase show an unnatural amount of wear or any damage?
• Product type – What kind of item is it? Is it a video game, figurine, trading cards, etc.?

➤ The following applies to items purchased as new only:
Note: Please read the section “What is considered ‘new’?” below if you need help understanding what is considered “new”.

• Unopened new product may be exchanged for store credit only within 7 days with some exceptions.
• Unopened new video game accessories or new Hyperkin® RetroN consoles may opt (at the customer’s discretion) to be exchanged for store credit or a full refund to the original method of payment used for purchase.
• Opened new video game accessories or new Hyperkin® RetroN consoles may be returned for a refund within 7 days and 15% restocking fee applied. Any other opened new product may not be exchanged unless defective. Please refer to the Restocking Fees section below for more info.
• Defective new product may be exchanged within 30 days with exception to video games.
• Defective new video games may be exchanged within 7 days.
• All defective new product must remain free of visible wear and have all manufacturer warranty labels/stickers (if applicable) untampered with on the product itself.

➤ The following applies to items purchased as used only:
Note: Please read the section “What is considered ‘used’?” below if you need help understanding what is considered “used”.

• Used product may be exchanged for store credit only within 7 days with exception to video games.
• Used video games may only be exchanged within 24 hours or before the close of the next business day.
• Defective used product may be exchanged within 30 days with exception to video games.
• Defective used video game consoles may be exchanged within 90 days. Please check “90-Day Pre-Owned Console Guarantee” under the Exclusions & Exceptions section below for more details. If beyond 90 days, then your console may be eligible for service/repair under an extended warranty (if applicable).
• Defective video games may be exchanged within 7 days. These items must be exchanged for the same title.
• All used product must remain in the same visible condition as it was purchased as with any Video Game Heaven or Cool Stuff warranty labels/stickers (if applicable) untampered with on the product itself.

If defective, then the product will be replaced with the same item or we can offer in-store credit as an option if the same item is not available. In some cases, the store staff may test or confirm any claims that the product is defective. If the item is confirmed or believed to be defective, and there is no suitable replacement or store credit is not opted, then a refund will be processed. If the item is not defective then in-store credit will be issued to the customer.

Exclusions may apply to pre-orders, video game consoles, video games, digital/downloadable product, apparel, blind boxes, Gashapons, Gashapon tokens, and gift cards/StoreCards. Please read further below to confirm if any other exclusions apply.

Terms begin at the date of product delivery.

If the product is returned in-person to a store location, then the product will have in-store return and exchange policies apply with exception to the terms start date. Additionally, you must show your online purchase receipt (printed or displayed on your mobile device).

➤ To begin the process, please refer to the “In-Store Purchases” section above.

If the product is returned via shipping, then the following policies apply:

• Purchases may returned or exchanged within 30 days with exceptions (see details below as well as the “Exclusions & Exceptions” section).
• Unopened product with all tags/labels intact must be shipped back at the customer’s expense and are subject to a 15% restocking fee.
• Non-defective opened product must be shipped back at the customer’s expense and are subject to a 25% restocking fee. All opened factory-sealed video games are ineligible for return.
• Defective product will be replaced with the same item or (at the customer’s discretion) credited towards something else. If the item is credited towards something of lesser value, then the difference will be refunded. If we cannot replace the item with something identical and the customer does not opt to credit the purchase towards something else, then they will be given a full refund.

➤ To begin the process, please submit a request here. In some cases we may follow-up to request a picture of the item or images of the issue being experienced. In the event that we determine the item is eligible under the return and exchange policy, we will provide further instructions on how to proceed.

Customer-paid shipping costs are not refundable in-store and will only be refunded at our discretion in a case-by-case scenario. Exclusions may apply to pre-orders, video games, movies, digital/downloadable product, apparel, blind boxes, Gashapons, Gashapon tokens, and gift cards/StoreCards. If damaged in delivery by the shipping carrier, then please read “Online Orders Damaged Upon Delivery” found under the Exclusions & Exceptions section further below. Please read further to details regarding other specific product eligibility and exclusions.

Terms begin at the date of pickup.

If the order has been picked up, then the product(s) must be returned to any of our store locations and will abide to all policies (except the terms start date) listed under the In-Store Purchases section above.

If the order has not been picked up yet, then you may submit a request here or proceed to the store pickup location. If it is not picked up within 30 days of the initial “ready for pickup” notification, then the order will canceled and the payment refunded. If the order has a deposit then the paid difference will be refunded (as explained in the Deposits section above).

Exclusions may apply to pre-orders, video games, movies, digital/downloadable product, apparel, blind boxes, Gashapons, Gashapon tokens, and gift cards/StoreCards. Please read further to confirm specific product eligibility and other exclusions.

A 15% restocking fee will be applied in only two types of scenarios:

• Returning an in-store purchase of any opened video game accessory or Hyperkin® RetroN console that was purchased as new.
• Returning any online order that was shipped as long as the item has not been opened or all tags/labels remain intact.

A 25% restocking fee will be applied in only this scenario:

• Returning any online order that is that was shipped where the item has been opened or tags/labels have been removed, but the item is not defective.

The restocking fee is based on the product’s price before taxes. Restocking fees are applied during the in-store return or, in the case on an online order, once the product has been received and the refund is processed. If any of the manufacturer-provided packaging has been opened, removed, or altered in any way (including shrink wrap, tape, and stickers), then the product is considered “opened”. Read further below for more details explaining what defines a product as “defective”.

For a better understanding of how we define whether a new product has been “opened”, please read the section below titled What is considered “new”?.

“New product” is defined as any product that is in the condition provided by the manufacturer upon the time of purchase. In some cases this may be alternatively referred to as “new-in-box” or NIB for short. This includes any exterior and/or interior boxing or packaging that may or may not be shrink wrapped. This may also include but is not limited to any stickers, and labels on the product packaging or product itself (this does not apply to the Video Game Heaven & Cool Stuff price sticker). If any of the manufacturer-provided packaging has been opened, removed, or altered in any way, then the product is considered “opened”.

There are some exceptions where you may observe certain accessories are sold as “new”, but may not include any packaging (such as a cable accessory or controller). In such instances, these items can only be considered as “unopened” if there is a need to return it. In many cases Video Game Heaven & Cool Stuff will consider opened products as “used”. Exceptions may sometimes apply to this such as a store selling the display model of a new figure with its box and contents since it was the only one remaining. 

You can determine if the product was purchased as “new” by looking at your receipt or invoice. A new product will be printed on a receipt under its normal product name whereas used product will have “(USED)” or some some similar prefix printed adjacent to the product name.

“Used product” (sometimes referred to as “pre-owned”) is defined as any product is no longer considered new, or new-in-box as described in the New Product section above, upon the time of purchase. Used product may or may not include packaging that was provided by the manufacturer. You can determine if the product was purchased as new by looking at your receipt or invoice. A used product will have “(USED)” or some other prefix listed in the product name.

A defective product in the case of this policy can most commonly be referred to as a product with a manufacturer defect.  This type of defect involves a part or product that was not made according to the original design and possesses some abnormality. This even includes (but is not solely limited to) a missing part or piece not provided on the product or within the packaging. Please refer to exclusions that may apply as listed in the Product Descriptions and Product Compatibility sections under the Disclaimers & Conditions section above.

Effective on purchases January 1, 2022 and later.

All used and pre-owned video game consoles along with any bundled accessories purchased in-store at any Video Game Heaven and Cool Stuff location are guaranteed from defects for the first 90 days from the date of purchase.

A defect can be defined as a the mechanical or operational failure of hardware or software caused by defects in materials and/or workmanship, and, with respect to software, the mechanical or operational failure caused by normal wear and tear.

This guarantee does not cover:

• Video game playback/performance issues due to manufacturer software/firmware updates.
• Any preventative maintenance.
• Purely cosmetic scratches, peeling, dents or any other similar damage.
• Product compatibility issues. Please see Product Compatibility under the Disclaimers & Conditions section above for more details.

This guarantee is void if:

• The store’s warranty label on the console has be removed or tampered with.
• The console or accessories have been used for rental or commercial purposes.
• The console or accessories require repair and/or service as a result of use of non-compatible software, hardware, or media.
• The console or accessories have been subject to damage (including rust or corrosion) due to causes beyond the store’s control including, but not limited to, misuse, abuse, vandalism, theft, fire, flood, wind, lightning, freezing, power failure, power reduction, and inadequate power supply.
• Any physical alteration of the console or accessories.

If you believe your in-store purchase is defective, then please bring it to any of our locations. If our staff deems your item as defective, then we will proceed with one of two options:

• Exchange for the same console/accessory (with exception to storage capacity).
• Send the console in for service to our internal repair team.

All consoles will be sent in for repair in instances where we do not have a replacement on-hand.

Click the button below to review the Terms & Conditions regarding our repair/warranty services.

Terms & Conditions

If you receive any online order damaged upon delivery by the shipping carrier, do not open the package. You have 5 business days from its delivery date to refuse the shipment at no cost to you. A replacement will be arranged and sent to you at no cost. Video Game Heaven & Cool Stuff may not arrange shipping its replacement until the refused shipment is received. 

If you fail to refuse the damaged shipment within the 5 business days, then Video Game Heaven & Cool Stuff may need to further investigate the situation. This may subject you to shipping costs in order to return your purchase.

Please refer the the Shipping FAQs page for further instructions on how to refuse or return a damaged shipment. Details can be found under the Delivery section question “My package was damaged in delivery. What do I do?”.

All apparel may only be returned or exchanged under the stipulations of the New Product Eligibility (see above) if the item has been noticeably unworn and unwashed.

Please inspect these items thoroughly before use. All apparel must be returned with tags intact and untampered (if applicable). Defects may only apply to the materials/fabric, stitching/seams, and prints/patterns. Please bear in mind that some prints/patterns may not be 100% identical in color, quality, and positioning to the same item. This is expected and is only considered to be a defect when outside of an acceptable range of error or variance. These defects are determined on a case-by-case basis by Video Game Heaven & Cool Stuff .

If your pre-ordered has been completed (meaning you received or picked up the product(s) from the pre-order), then we reserve the right to deny any return or exchange unless the item is deemed defective. Please review the “Product Descriptions” section above if you have any disputes to the accuracy of the product received. To increase the likelihood of approval to return a pre-order, it is best to avoid opening it. All received/picked up pre-order return requests are handled in a case-by-case scenario. To begin the process, please submit a request here.

To help avoid issues with being unable to return a pre-order, we recommend you cancel the pre-order while it is still eligible for cancellation. You can review the “Pre-Orders” section under the Cancellation Policy above for more details on eligibility and how to proceed.

All paid repair deposits and repair service fees associated with any repairs performed by Video Game Heaven or Cool Stuff locations are considered non-refundable. These services are warrantied 90 days from the date of the repair’s completion. To have your device serviced under warranty, please bring it to any Video Game Heaven or Cool Stuff location listed here. To direct questions/concerns to our repair team please navigate here. You can also review our repair services Terms & Conditions by clicking the button below.

Terms & Conditions

All paid disc resurfacing services are non-refundable and are not guaranteed to render a disc usable/readable. Our team makes their best efforts to determine if a disc is “repairable” before proceeding. If for any reason your disc is not performing to your satisfaction, then you may bring it back to any location with your receipt within 7 days of purchase to have us attempt to resurface it further.

All extended warranties are non-refundable and cannot be exchanged.

Extended warranties may be transferred to another console if the console is approved to be exchanged under policy. If there is a difference with the extended warranty’s price on the console it is being transferred to, then it will be credited back or charged to the customer.

Click the button below to review the Terms & Conditions regarding our warranty services.

Terms & Conditions

All gift cards/StoreCards are non-refundable and cannot be exchanged. We alternatively refer to a gift card as a StoreCard since a gift card functions identically. These cards are compatible with in-store and online purchases. For more details please visit https://videogameheaven.com/storecard.

All digital and downloadable products are non-refundable and cannot be exchanged. Digital or downloadable products include, but are not limited to, the following:

• In-game currencies
• Game network subscriptions
• Digital game or movie download codes

All blind box product, Gashapon product, and Gashapon tokens are non-refundable and cannot be exchanged regardless of whether they have been opened or not.

In the rare incident that any of these products are defective, you will be provided an exchange for the exact same blind box or Gashapon. If the Gashapon or Blind Box is no longer available, then you will be given a replacement that is most similar to the item.

Any in-store or online purchase made between the Monday before Thanksgiving and the end of Christmas Eve will have the first day of the return/exchange policy begin on the Christmas Day (December 25th) of that respective calendar year. If an online purchase is delivered after Christmas Day, then the date of delivery is determined as the first day.