Refund policy

We back our products and truly believe you’ll enjoy using them as much as we do. However if you change your mind or something isn’t quite right, we’ve got you covered.

Below you’ll find the return conditions for both change of mind and faulty or incorrect items, along with everything you need to know to get started.

Contact us before returning an item.

If your return is approved, we will provide you instructions on how and where to send your package to complete your return.

Items sent back without first requesting a return will not be accepted.

Change of Mind

We understand that sometimes your order arrives and it’s just not quite what you had expected.

If you’ve had a change of mind, we’re happy to offer a refund of the item and free shipping if the item is returned within 14 days of purchase. For this reason, we strongly encourage our customers to inspect their item in the first few days after delivery to ensure it meets your expectations!

To be eligible, we require the item to be:

• Returned in “as new” condition 
• All the original retail packaging is intact, free of tears, marks, or other damage
• All extras, accessories, and labels that came with your item, are to be included in the return

For sleeves and other plastic-based items, we require additionally that the packaging must be completely sealed and unopened. Any sleeves or plastic-based accessories that fail to meet this standard will not be eligible for a Change of Mind return.

Faulty or Damaged Items

We take pride in the quality of our products and pack every order with care. But if something arrives damaged or isn’t functioning as expected, we’ll make it right with a refund or replacement, depending on the situation.

If you believe an item in your order is faulty or damaged, please get in touch with us as soon as possible. We’ll ask you to provide a brief description of the issue, along with a few clear photos or a short video, so our team can assess the problem and get things sorted quickly.

Once we’ve reviewed the details, we’ll confirm the next steps.

We may ask for the item to be returned for assessment. If that’s the case, we’ll provide a prepaid return label and ask that the item is securely packaged for its return journey.

Incorrect or Missing Items

We do our best to pack every order accurately, but if something is missing or not quite right, we’ll fix it as quickly as possible.

Please get in touch with us as soon as you notice the issue. We will ask for your order number and a brief description of the problem. If you received the wrong item, a photo can help us resolve it faster.

If a return is required, we’ll provide a prepaid label and cover the shipping. Once confirmed, we’ll send the correct item to you promptly. 

Refunds

Once we’ve received and assessed your return, we’ll be in touch by email to confirm the outcome and process your refund.

Refunds are issued via the original payment method used at checkout. Depending on your bank or payment provider, it may take a few business days for the funds to appear in your account.

If you haven’t received your refund within a reasonable timeframe, we recommend checking with your bank or provider first. If you still need help, feel free to contact us and we’ll be happy to assist.

Change of Mind returns that do not meet our Change of Mind guidelines may receive a partial refund or store credit.

If your return relates to a faulty or incorrect item and a refund has been approved, we’ll refund the full amount paid for the item(s). We’ll also refund the shipping amount if the refund is for all items in the order. If the refund is for one or a few items of the order, a partial refund of the shipping amount will be applied calculated by the value of the products from the total order value.

Shipping costs are not refundable for Change Of Mind returns.

 

Bought your item elsewhere?

If you bought one of our products through an authorised Palms Off Gaming retailer and need a hand, your first step is to reach out to the retailer directly. We're always here if further support is needed.

If you’ve received a faulty item, your retailer can arrange a replacement with us on your behalf. If the issue isn’t resolved through the retailer, feel free to get in touch with us and we’ll do our best to assist.

For Change Of Mind returns, your retailer’s individual returns policy will apply. Palms Off Gaming is unable to process Change Of Mind returns for products purchased through third-party sellers.

Last updated: October 26, 2026