Return Policy & Refund Policy
At GameLab, we are committed to customer satisfaction. If you need to return or exchange an item, our 30-day return policy ensures a clear and hassle-free process. Below, you’ll find the guidelines for different return and refund circumstances.
1. Return & Refund Eligibility
To be eligible for a return or refund, the following conditions must be met:
✔ The product is within 30 days of delivery
✔ The product is in its original condition (unused and undamaged)
✔ The product is returned with all accessories and original packaging
✔ Proof of purchase (order number or receipt) is provided
If you receive a damaged, faulty, or incorrect item, please contact us immediately.
2. Refund & Return Process for Different Circumstances
A. Exchanges (Wrong Color or Changed Mind on Product Choice)
If you would like to exchange your GameLab console for a different Color or model, you must:
- Contact us at support@buygamelab.com within 30 days of delivery.
- Return the item in its original condition with all packaging and accessories.
- Once received, we will send out the new item.
📌 Notes:
- Customers are responsible for return shipping costs unless the exchange is due to our error.
- If the requested exchange is out of stock, we can provide store credit or a refund.
B. Change of Mind Returns
If you no longer want the product, you may return it under the following conditions:
- The item must be unused and in its original packaging.
- Customers must cover the return shipping costs.
- A £10 restocking fee may apply if accessories or packaging are missing.
Refunds for change of mind returns are processed within 7 business days after we receive the item.
C. Faulty or Defective Items
If your console is not functioning as expected, we will:
- Troubleshoot the issue via email to resolve minor problems.
- If the issue cannot be fixed, provide a prepaid return label.
- Once confirmed faulty, issue a replacement or full refund.
📌 Important:
- If the item is found to be damaged due to misuse, the return will be rejected.
D. Damaged on Arrival
If your item arrives damaged, please:
- Take clear photos of the damaged item and packaging.
- Email us within 48 hours of delivery at support@buygamelab.com.
- We will provide a prepaid return label.
- A replacement or refund will be issued after inspection.
📌 Note: We may ask you to keep the damaged item during courier investigation.
E. Wrong Product Received
If you receive an incorrect item, please:
- Contact us within 48 hours with a photo of the item.
- We will provide a prepaid return label.
- The correct product will be shipped once the return is received.
F. Order Never Arrived
If your order is marked as delivered but not received, please:
- Check with your local delivery office and neighbours.
- If still missing, contact us within 7 days at support@buygamelab.com.
- We will investigate with the courier.
- If confirmed lost, a replacement or refund will be issued.
📌 Note: Claims made more than 7 days after delivery confirmation may not be eligible.
G. Order Cancellation After Placing It
- Before Dispatch: Full cancellation and refund are available.
- After Dispatch: You must wait for delivery and then request a return.
Refunds for cancellations are processed within 3–5 business days.
3. Refund Processing Times
✔ Returns must be requested within 30 days.
✔ Refunds will be issued within 7 business days after inspection.
✔ Refunds are sent to the original payment method.
✔ Banks may take an additional 3–5 business days to post the refund.
4. Contact Us
For any refund or return inquiries, reach out to our support team:
Address: 503A 5/F, WON HING BUILDING, 74-78 STANLEY STREET, CENTRAL, HONG KONG 999077
Email: support@shopgamelab.com
Hours: 9:00 AM – 5:00 PM (Mon–Fri)
We appreciate your trust in GameLab and aim to ensure a smooth and fair return process for all customers.
