Returns Policy
We back our products and believe you’ll enjoy using them as much as we do, but in the event you change your mind or something’s not quite up to scratch, we’ve got you covered!
Please have a read of our returns policy below to find the conditions that apply to your circumstances. All returns require a return authorisation form (issued upon request) to be completed and included in with the items in question – please contact us to let us know how we can help, and we’ll get the ball rolling.
See the following return conditions:
Change of mind:
If you change your mind about an item you’ve purchased, you may request to return or exchange your item within 30 days of the date of delivery.
We cannot offer a refund or exchange if contact is made after 30 days since receiving the item. For this reason, we encourage customers to try their item in the first few days after delivery to ensure it meets their expectations!
Items being returned due to change of mind must be returned in as-new condition, including full original unmarked packaging as well as any included accessories, labels, or other extras. Sleeves and other plastic item lines must be sealed/unopened.
Items will be inspected and assessed upon return to ensure these requirements have been met, and we’ll sort your refund or exchange out from there. Returned items that do not satisfy the above requirements may be refunded in the form of store credit.
Faulty items:
Should you receive your items and something is not up to the Palms Off Gaming standard, please get in touch with us as soon as possible and we can arrange a replacement.
We take faulty products very seriously, and will typically ask these be returned to us* so we may document the fault and assess how can minimise the risk of it occurring again in future production runs – we will cover the postage cost to have the faulty item sent back to us. Customers are responsible for the costs of any additional packaging required for sending the item back to us.
Your replacement item will be issued as soon as we have taken delivery of the faulty item.
(*higher value/bulkier items such as binders and cases – sleeves and other plastics lines we generally won't ask to have sent back.)There was an incorrect or missing item in my order:
We do our absolute best to pack orders with precision, but occasionally mistakes can happen – we are human, after all!
If you open up your order and something’s not quite right, please let us know right away and we will rectify the situation as quickly as possible. We will also cover the shipping fee if there’s an incorrect item to be sent back.
Refunds:
Once your items have been received, inspected and assessed, we will contact you via email to notify you and resolve the matter accordingly. Your refund will be processed via the original payment method used for your order.
Depending on the payment method, your refund may take a few business days to process – should your refund take longer than expected, contact your bank or payment provider for support, and if you’ve done this and still the refund is still not resolved, email us at contact@palmsoffgaming.com.au for further support.
Approved returns will have the full amount paid for the item(s) refunded, as well as any amount paid for standard shipping (express shipping services cannot be refunded).
In some cases, only partial refunds can be granted (if applicable):
- Items returned show obvious signs of use or does not present in “as-new” condition;
- Items returned with damaged packaging, or without packaging at all;
- Items missing any included accessories or extras; or
- Item has been opened (sleeves and other plastic lines).
I purchased from a Palms Off Gaming wholesaler:
We have an extensive and growing list of registered wholesalers. If you’ve bought a faulty product or had a change of mind with an order from one our wholesalers, please see the following for how to resolve the matter:
- Faulty products – Our wholesalers are covered for faulty products in much the same way to regular customers. Please contact your wholesaler first to arrange a replacement. Should no resolution be reached with the wholesaler, please contact us for further assistance.
- Change of mind – Please check with your wholesaler about their policy for returns and exchanges. Palms Off Gaming is unable to assist with changes of mind for items purchased via wholesalers.
Shipping
Orders are dispatched within 48 hours (weekdays) of the time they are placed. Customers will be notified of any delays if disruptions occur which affect this dispatch timeframe.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Shipping Errors:
Customers are reminded to fill out their shipping address carefully during checkout. Palms Off Gaming does not accept responsibility for parcels returned to us due to incomplete/incorrect shipping addresses or parcels which are unclaimed, and thus reserve the right to charge the customer for any further shipping costs required to successfully deliver the parcel to them. This also applies to any orders which may have qualified for free shipping, either via order subtotal or promotion.
It is recommended that customers create an account with Palms Off Gaming and store their shipping address(es) on file for future orders as a means of minimising human error – we really don't want to have to charge you for shipping twice!
Customs charges & tariffs for international customers:
International customers are responsible for their own customs charges, tariffs, import duties or similar fees relative to the country of delivery. If you are unsure about what charges may apply to you, we recommend contacting your local customs authorities for clarification prior to purchasing.
Pre-orders
When placing pre-order please note that any other non pre-order items will be shipped on the launch date of the pre-order. We suggest if you wish to receive your IN STOCK items sooner to make two separate transactions (one for in-stock items, and one for pre-order items).
In delivering pre-orders, we are heavily reliant on transit times and any associated delays (at this time in particular Covid-19 related impacts). Please note that pre-order items may incur delays, and if so, refunds will not be possible within reason due to pre-allocation of stock.
Sale Items
Keep an eye out for some sweet sales! Sometimes we like to drop these as a surprise, and so we offer a policy that if you have purchased an item within 72 hours prior to the launch of a sale, we will credit the difference to your account – just hit us up via our contact page and we will process the credit.
Customers must have a customer account with Palms Off Gaming to be eligible for the credit difference. Refunds are not included in this policy