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.
Change of Mind
We understand that sometimes your order arrives and it’s just not quite what you expected. If you’ve had a change of mind, we’re happy to offer a refund for items returned within 30 days of receiving your order. For this reason, we encourage customers to try their item in the first few days after delivery to ensure it meets their expectations!
To be eligible, the item must be returned in as new condition, with all original packaging intact and unmarked. Any accessories, labels, or extras that came with the item must also be included. For products like sleeves or other plastic-based items, the packaging must be completely sealed and unopened – we do not accept change of mind returns for sleeves and other plastic accessories which have been opened.
We’ll assess your item’s condition upon its return. Once we’ve ticked all the boxes, we’ll be in touch by email to confirm the outcome and process your refund. In cases where the item does not meet the return conditions, we may offer store credit instead.
If you're returning an item due to a change of mind, the return shipping cost will need to be covered by you. We suggest using a tracked service to make sure your items arrive safely and can be processed without delay.
Exchanges
Exchanges are best handled by returning your original item for a full refund and placing a new order for the item you’d like instead. The same return conditions apply as detailed above under change of mind.
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 working as it should, 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’ll 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 without delay.
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.
Returns that don’t 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 is approved for a refund, we’ll also refund the cost of standard shipping. Any express shipping charges or delivery upgrades are not refundable.
For change-of-mind returns, shipping costs are not refunded.
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.
Shipping
Orders are packed and dispatched within two business days. If there are any delays that affect this timeframe, we’ll notify you as soon as possible.
We ship both within Australia and internationally. Some items may have shipping restrictions, particularly for international destinations. If any items in your order cannot be shipped to your location, we’ll contact you to arrange a solution.
Shipping Errors
Please double-check your shipping details before completing your order. We are not responsible for parcels that are returned to us due to incomplete or incorrect addresses, or for parcels which had attempted delivery and go unclaimed. In these cases, additional shipping costs may apply to have your order resent. This also applies to orders that originally qualified for free shipping.
To help avoid address errors in future, we recommend creating a customer account and saving your preferred shipping address at checkout.
International Orders
If you’re ordering from outside Australia, please note that any customs charges, import duties, taxes, or tariffs are the responsibility of the customer. These charges are determined by your country’s customs authority, and we recommend checking with them if you're unsure about what may apply before placing your order.
Sale Items
From time to time, we offer special promotions and sales on selected products.
If you purchased an item within 72 hours prior to an item going on sale, we’re happy to credit you the difference. Just get in touch via our contact page and we’ll apply the credit to your account.
To be eligible for this credit, you must have a customer account with Palms Off Gaming. Please note that this offer applies as store credit only, and refunds are not available for sale price adjustments.
Pre-Orders
If your order includes a pre-order item, please note that any in-stock items in the same order will be held and shipped together once the pre-order is released. If you’d prefer to receive your in-stock items sooner, we recommend placing separate orders for pre-order and in-stock products.
We do our best to meet estimated release dates, but delays can occasionally occur. If your pre-order is delayed, we’ll keep you updated along the way.
Refunds on pre-orders may not be available if the product has already been allocated or packed for dispatch. If you need help with a pre-order, get in touch and we’ll do our best to assist.
Support for Wholesale Account Holders
We look after our stockists in a very similar way to our retail customers.
If you are a registered wholesale customer ordering directly through our website, please refer to our standard returns policy above or contact us directly for support.