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Return & Exchange Policy
 

Last updated May 11, 2020

OVERVIEW

If you’re looking to return or exchange your in-store purchase or online order due to an issue, then we're here to help! Due to the product variety carried online and within each store location, there are different return and exchange policies that may apply based on the type of product you purchased as well as where you made the purchase. 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 ask that you take the time to review our policy before making any online purchases and before you begin the process on how to get us involved with addressing your issue. Please read carefully.

 

TERMS & CONDITIONS 

PRODUCT DESCRIPTIONS

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. 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.

PRODUCT AVAILABILITY & PRICING

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 send an email to returns@videogameheaven.com including your full name, order number, contact info, along with details describing the item and inaccurate price in question.

 

CANCELLATION POLICY

GENERAL DISCLAIMER

Video Game Heaven, Inc. reserves the right to refuse cancellation requests of any order or pre-order once payment has been processed.

ORDERS

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 logging into the account you made the purchase under and navigating to https://videogameheaven.com/account/orders/. Select the “Cancel” button that can be found next to the order if it's still eligible for cancellation. Your order status will change to Cancel Request status. Cancellation and refunding is not instant. Our staff will have to manually cancel and refund the order. Any cancellation requests placed over the weekend may not be reviewed until the following business day. You should receive an automated email once your cancel request has been accepted and the order refunded. Any refunds may take 2 to 3 business days to reflect.

Please note that we reserve the right to deny any cancel requests. 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. If your cancel request is denied, you will receive an automated email with details.

Any orders that have been shipped or completed cannot be canceled and will have to follow policies regarding the return process.

Troubleshooting tip #1: In the event that you just completed the order, you may see your payment is still processing. You may need to wait 1 to 2 minutes and refresh your orders screen to see the option to cancel.

Troubleshooting tip #2: If you submitted a cancel request and it still appears to be stuck in a Cancel Request status and/or you have not seen a refund after 3 business days, then please send an email to returns@videogameheaven.com including your full name, order number, contact info, along with details describing the issue.

PRE-ORDERS

Most pre-orders may be canceled at any time before the release date of the pre-ordered item. All of this can be done by logging into the account you made the purchase under and navigating to https://videogameheaven.com/account/pre-orders/. Any visible pre-orders here that show an Active status can be requested for cancellation.

To submit a pre-order cancel request, please send an email to returns@videogameheaven.com with the subject line:
Cancel Request for Pre-Order #<order number>

Any cancellation requests placed over the weekend may not be reviewed until the following business day. You should receive an automated email once your cancel request has been accepted and the order refunded. Any refunds may take 2 to 3 business days to reflect.

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 pre-ordered item has already been processed for outbound shipment by our vendor or distributor
  • The pre-ordered item is already in transit to us from our vendor or distributor
  • The pre-ordered item is considered to be an expensive or custom item and the request for cancellation was submitted after the pre-order close date. Due to the exclusivity and niche nature to these items, we cannot reverse these orders with our distributors and vendors after this date has passed. These dates are normally posted on the product listing.
  • The pre-ordered item is a 18+ restricted item

 

PRODUCT RETURN & EXCHANGE ELIGIBILITY

GENERAL DISCLAIMER

A full refund is normally not an option when returning or exchanging any eligible purchases. In most cases, if the item is defective we will replace the product or provide store credit. In-store and online purchases fall under different restrictions. Please read further for specific details.

IN-STORE PURCHASES

Terms begin at the date of purchase indicated on the receipt. The purchase receipt is required and must be presented when bringing any item back for return or exchange. To begin the process, bring the item(s) back to any of our store locations. If item is not defective, a store credit will be issued only. If defective, then the product will be replaced with the same item or we can offer in-store credit as an option. 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. Please read further to confirm specific product eligibility.

ONLINE PURCHASES

Terms begin at the date of product delivery if the item was shipped or the date of pick-up if the item was picked up at a store.

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).

If the product is returned via shipping, then the following policies apply. If the item is not defective, the customer will be responsible for the expense of all return shipping costs. 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. If the item is not defective, then it may not be eligible or may be subject to a restocking fee (please read further below for details). To begin the process, please email returns@videogameheaven.com including your full name, order number, contact info, the item name, along with details describing the issue or reason for requesting a replacement/refund. In some cases we may 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. Please read further to confirm specific product eligibility.

DIGITAL/DOWNLOADABLE PRODUCT

All digital or 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

VIDEO GAMES

New Games: If a factory-sealed game has been opened or any part of the new factory packaging has been opened or removed, then it is not eligible for any return or exchange. If the game is still sealed, then you have 7 days to return it.

Used GamesAll defective used games must be returned in the same condition within 7 days. In-store purchases only: All non-defective used games have a "24-Hour Like It" policy. The game must be returned before the end of the next business day after the purchase date.

Digital CodesAs stated above, digital product is not eligible for return or exchange.

MOVIES

New Movies: New movies are not eligible for return or exchange (regardless if unopened).

Used Games: Non-defective used movies are not eligible for return or exchange. Defective used movies must be returned in the same condition within 7 days.

Digital Codes: As stated above, digital product is not eligible for return or exchange.

VIDEO GAME CONSOLES

All video game consoles must be returned in the same condition with the warranty label untampered within 30 days.

VIDEO GAME ACCESSORIES & CONTROLLERS

All video game accessories and controllers must be returned in the same condition within 30 days. Non-defective video game accessories and controllers should be returned showing little to no use with all the original packaging as intact as possible.

OTHER PRODUCT

All other product that is unopened/unused or defective items must be returned within 30 days.

COMPLETED PRE-ORDERS

If you received a pre-ordered item, 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. If to avoid issues with being unable to return a pre-order, we recommend you cancel the pre-order before receiving it. You can review "Pre-Orders" section under the Cancellation Policy above for more details.

GIFT CARDS/STORECARDS

All gift cards/StoreCards are non-refundable. 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/.

 

Video Game Heaven
© 2020

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